Co-Founder, Institute for Journey Management

Mark is the co-founder of the Institute for Journey Management, and Founder and Principal at the Journey-Smiths consulting group. He was previously a business and product leader at Quadstone, Portrait Software, Pitney Bowes Business Insight, Kitewheel and CSG, through which he has helped hundreds of financial, telco, retail and healthcare clients deliver improved experiences for their customers.

Following this 30-year career in technology for customer intelligence and customer experience, Mark now dedicates his time to supporting the Journey Management industry in the broadest sense through the new Institute for Journey Management. This is a non-profit organization focused on defining standards for this new industry, creating assets, benchmarking value and providing accreditation and training for practitioners.