Mark Smith
Co-Founder at Institute for Journey Management
Expert insights
- The space really hasn’t taken off like both Ray and I know it could. We’ve seen the value that can be delivered from journeys, but not enough companies are getting that value. A...
- The real benefits from a transformation to become truly journey centric are a long-term win…We’re talking about doubling your growth rate over a five year period… but it often g...
- One of the key things that the companies have to take on to be successful with this is to realize it’s not just in the CX team… the whole concept of a journey… has to be across ...
- We also see [agentic AI] being a huge driver for the need for journey management because all of a sudden you start inserting a lot more automation and a lot more intelligence in...