---
title: "Mark Smith"
description: "Mark is a PhD statistician and has worked in customer behavior analytics for over 30 years. He has founded and lead several software companies including Kitewheel, the 10-year Forrester leader in Journey Orchestration.

In 2025 Mark founded the non-profit Institute for Journey Management to provide an independent association for the broader discipline of using Journeys to improve CX."
canonical_url: "/experten/mark-smith.html"
published: "2025-10-20"
updated: "2026-09-12"
language: "de"
content_type: "Person"
publisher: ""
---

# Mark Smith

**Firma:** Institute for Journey Management
**Position:** CEO & Co-Founder

Mark is a PhD statistician and has worked in customer behavior analytics for over 30 years. He has founded and lead several software companies including Kitewheel, the 10-year Forrester leader in Journey Orchestration.

In 2025 Mark founded the non-profit Institute for Journey Management to provide an independent association for the broader discipline of using Journeys to improve CX.

## Mediathek
- [New Demands on Skillset & Mindset for Changing Journey Management Approaches](/mediathek/new-demands-on-skillset-mindset-for-changing-journey-management-approaches.html)
- [From Static Maps to Dynamic CX Management](/mediathek/from-static-maps-to-dynamic-cx-management.html)
- [From Customer Insights Management to Journey Intelligence & Decisioning](/mediathek/from-customer-insights-management-to-journey-intelligence-decisioning.html)