Mark Smith is a Co-Founder of the Institute for Journey Management (I4JM) and a recognized leader in customer experience, analytics, and journey management.

With more than three decades of experience, Mark has held senior leadership roles across customer data, engagement, and journey orchestration platforms, including Kitewheel, CSG, Portrait Software, and Quadstone. His career has focused on helping organizations move from insight to execution by connecting customer understanding with operational and business outcomes.

Through I4JM, Mark works with fellow founders, members, and partners to advance Journey Management as a discipline. His work emphasizes shared frameworks, cross-functional collaboration, and practical approaches that help teams design, manage, and improve journeys end-to-end.