Customer journey orchestration made easy - Interview with Mark Smith of CSG

Today’s interview is with Mark Smith, who is Senior Vice President of Digital Experience at CSG and is a business leader with 25 years of global experience in Customer Experience Management, Real-Time Interaction Management, and Analytical CRM.  Mark is a friend of the podcast and has appeared here twice before. Once in 2017 and again in 2021. This interview is slightly different this week as it’s a slightly trimmed and repurposed LinkedIn Live conversation that Mark and I had in December. You can check out the original here.  I thought I’d share it on the podcast as it was a super interesting conversation about customer journey orchestration and some very cool stuff that Mark and his team have been developing across at CSG. Enjoy! This interview follows on from my recent interview – Leadership lessons from the winner of the 2022 CX Leader of the Year – Interview with Maneesha Bhusal of JD .ID – and is number 452 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.