The Journey Doctors
What We Learned About Decisioning Complexity From The State Of The Customer Journey 2021

What We Learned About Decisioning Complexity From The State Of The Customer Journey 2021

June 8, 2021

In this episode of the Journey Doctors Podcast, Dr. Mark Smith and Dr. Neil Skilling highlight some of the findings from Kitewheel's recently released State of the Customer Journey report for 2021. The doctors also discuss the definition of the word scrutable and explain how it relates to data, compliance, and delivering smart experiences. To get the data from this year's State of the Customer Journey report, check out this link: https://bit.ly/3vTTbUm

Fly a Kite From The Shoulders of Giants: Learn, Borrow, Steal From the Best

Fly a Kite From The Shoulders of Giants: Learn, Borrow, Steal From the Best

March 29, 2021

Kitewheel's Journey Doctors do not condone thievery, burglary, nor grand theft... but when it comes to customer journeys, sometimes stealing from the best is the best way to succeed. In this episode, Dr. Mark Smith and Dr. Neil Skilling call on the wisdom of Steve Jobs, Pablo Picasso, and T.S. Elliot, as well as their own experience in the world of customer journeys.

The History of Kitewheel: Why Your Journeys Should Be Channel Agnostic

The History of Kitewheel: Why Your Journeys Should Be Channel Agnostic

February 10, 2021

Kitewheel has been orchestrating great experiences for nearly a decade, but what does that mean? The Journey Doctors, Dr. Mark Smith and Dr. Neil Skilling share how their history has informed the development of the world's first true customer journey management platform, the Kitewheel Hub.

What Is A Customer Journey: The Key Difference From Campaigns

What Is A Customer Journey: The Key Difference From Campaigns

January 13, 2021

For years, brands have tried to implement cross-channel and multi-channel experiences. In this episode of the Journey Doctors, Dr. Mark Smith and Neil Skilling share how journeys are different, and why getting the experience right is so crucial for modern businesses.

Happy Holidays From the Doctors

Happy Holidays From the Doctors

December 22, 2020

How do you keep the customer experience jolly? Dr. Mark Smith and Dr. Neil Skilling discuss a customer journey that is orchestrated every year from high above the Arctic Circle in this holiday special episode.

Flex Your CX Muscles: How To Center The Customer Experience

Flex Your CX Muscles: How To Center The Customer Experience

December 16, 2020

In this episode of the Journey Doctors Podcast, Dr. Mark Smith and Dr. Neil Skilling share their exercise routines, as well as a terrifying experience with a cycling class. The doctors share their prescriptions on how to prepare for changes at the business, using a brand of exercise bicycles as an example of both success and missed opportunities.

Fix Unhealthy Automation: Doctors Orders

Fix Unhealthy Automation: Doctors Orders

December 9, 2020

Sometimes the healthcare experience can lead to home remodeling, as Journey Doctor Mark Smith explains in this episode of the Journey Doctor's Podcast. A second healthcare related discussion takes a closer look at how automation can create positive and negative experiences, and how some can come so close, but still miss the mark.

Remote And Digital Treatment: Just What The Doctor Ordered

Remote And Digital Treatment: Just What The Doctor Ordered

December 2, 2020

Why is it that it took a global pandemic to change the healthcare experience? Journey Doctors Mark Smith and Neil Skilling relate embarrassing situations that family and friends have found themselves in, from a daughter with a "busted ankle" to a "golfing buddy" with a groin strain. Luckily, these unfortunate incidents actually revealed a positive change in the healthcare experience.

Intelligent Recommendations: Why Companies Struggle With Automation

Intelligent Recommendations: Why Companies Struggle With Automation

November 6, 2020

In this episode of the Journey Doctors Podcast, Dr. Mark Smith and Dr. Neil Skilling identify key ways to put intelligence behind data-driven recommendation tools in order to improve the customer experience. Dr. Mark Smith shares a recent experience with being targeted for a mattress, and Dr. Neil Skilling reveals that he is not a serial buyer of certain household appliances.

Striking the Balance: Data Regulations, Privacy, And Using Customer Data

Striking the Balance: Data Regulations, Privacy, And Using Customer Data

November 5, 2020

The Journey Doctors discuss the regulatory issues surrounding customer data, and prescribe additional treatment for data-centric journeys. Dr. Skilling shares perspective as the data security officer at Kitewheel.

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