Meet Matt.
About Matthew Knell
Matthew Knell is a New York City-area based digital product executive with specialties in customer experience, digital transformation, practical use of artificial intelligence, and content and community development. He has a proven track record of developing successful and engaging digital products, platforms and experiences for leading Fortune 500 brands, including Nike, Intuit, Samsung and JetBlue Airways. He is team first, endlessly curious, a tech tinkerer, and grateful for his journey so far.
He also serves as a Technology Mentor-In-Residence and a member of the Advisory Board at Pace University’s Seidenberg School of Computer Science and Information Systems.
He lives in the New York City area with my wife, a cat, a dog, and a collection of far too many sneakers and baseball caps.
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Previous Career Highlights:
At Nike, he was the Principal Product Manager, Global Consumer Services Product, where he defined and delivered the global product roadmap and execution for customer support products and related agent tools. This included non-AI and AI chat / chatbots, help knowledge bases, interactive voice assistants, social media support platforms and other customer and agent facing AI/ Generative AI / Agentic AI service based experiences, including CS Agent, Nike’s first agentic generative AI-driven customer service AI assistant.
At Intuit, he was the Principal Product Manager for Out-of-Product Help Experiences, Intuit Communities and SEO, where he defined and drive the global vision, strategy and platform SEO for out-of-product self-help experiences for all three Intuit Business Units (TurboTax, QuickBooks and Intuit Accountants) which helped millions of customers drive financial prosperity each year.
At Samsung Electronics America, I led Social Customer Experience and Community Programs for Samsung’s Customer Care division. Under my watch, the Samsung Care Community saw a 46x increase in registered users, and 366x more annual visits leading to millions of dollars in savings of support costs and a Gold Stevie Award for Customer Service Success. The Social Care program saw an increase of 13% in Customer Satisfaction and more than 90% decrease in Initial Response Time during my tenure.
In two stays at About.com (now Dotdash), I served as a guide and helped to design one of the first contextual pay-per-click advertising services, which was purchased (along with his patent application) by Google in late 2003. I later built the enterprise social media , marketing and audience development team as their first VP of Social Media, and proffered partnerships with Facebook, Twitter, Pinterest and Flipboard. These efforts resulted in growth of social traffic by more than 600%.
At AOL, I lead social media and live digital events strategy as Director of Social Media, conducted training and defined the first social media reporting frameworks for more than 30 AOL media brands and grew their social audience size by more than 1000%.
At CafeMom (now part of CafeMedia), I was the Director of Emerging and Social Media Strategy where I designed and executed their first social media marketing and audience development strategies.
At Viacom, I managed product development, interface design, and client integration of the white label Flux social media platform used by more than 30 major Viacom brands including CMT, Logo, Comedy Central, The Daily Show and Colbert Report.
At JetBlue Airways, I managed day-to-day content operations and digital marketing for jetblue.com, which was responsible for more than $2 billion in annual revenue. I managed partnerships with major travel brands including Expedia and Hertz, the day-to-day operations of the web production team and created the first social media strategies for JetBlue, including creating the landmark @JetBlue Twitter in mid 2007.
I am a proud graduate, tech mentor-in-residence and Advisory Board Member of Pace University‘s Seidenberg School of Computer Science and Information Systems and am a former digital marketing instructor at NYU’s School of Professional Studies.