Mark Smith

Mark Smith

As senior vice president of customer experience at CSG, a leader in innovative customer engagement, revenue management and payments solutions, Mark Smith helps businesses make ordinary customer experiences extraordinary. Smith is an industry pioneer regarding the analytics of customer behavior and orchestration of customer journeys.

Mark is a CX veteran with 20-plus years of global experience in marketing applications and analytical CRM. He founded Quadstone, the first data mining company to focus explicitly on the analytics of customer behavior, and later Kitewheel, a leading provider for customer journey orchestration and analytics. 
2024 is the Year of the Omnichannel Customer Experience

Consumer spending, especially online and in particular via mobile devices, hit record highs during the 2023 holiday season. But are retailers ready to ride this momentum into 2024? One recent study found that 73 percent of customers are likely to switch to a competitor after just one poor experience. Especially during the new year, when…

Why So Many Retail Apps Fail 

Technology has impacted nearly every aspect of a shopper’s daily life, and retail is no exception. Smartphones have changed the way people shop, empowering consumers to research products, look for discounts and interact with retailers at their convenience without ever setting foot in a store. Some shoppers even brazenly use competitor apps while in-store. As mobile…

Older »