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.