In this engaging episode of the CX Goalkeeper Podcast, host Gregorio Uglioni discusses the intricacies of customer experience leadership with the insightful Mark Slatin. As a recurring guest, Mark brings a wealth of knowledge from his vast experience in customer experience management, consulting, and academia. This episode is a must-listen for anyone interested in understanding the critical aspects of earning executive buy-in, proving the ROI of CX, and building trust within an organization.

About the Guest

Mark is a CX thought leader, consultant, coach, and faculty member and was recently voted one of the Top 25 CX Leaders Globally (CX Magazine).

He created the Trusted Guide Roadmap™ Master Class designed to provide CX leaders with proven frameworks and practical tools to get executive buy-in.

Mark serves on the faculty of Michigan State University as a Professor of Practice in the Master of Science in Customer Experience Management (CXM) program. It's the first degreed program in CXM in North America.

Prior to founding EmpoweredCX, Mark launched and led an award-winning CX journey at Sandy Spring Bank. During that time, the Bank received numerous awards including The CX Innovation Award, Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.

Mark is a Certified Customer Experience Professional (CCXP), recently served on the CXPA Board of Directors.

He’s also the creator and host of The Delighted Customers Podcast, ranking in Apple Podcast>Management Top 10 in the US.

Relevant Links

Connect with him via email - mark@empoweredcx.com or on

LinkedIn https://www.linkedin.com/in/markslatin/

Podcast: https://www.empoweredcx.com/podcast

The Top 3 Key Learnings

Building Trust is Crucial: Establishing trust with stakeholders is essential for the success of CX initiatives. This involves being reliable, credible, empathetic, and focusing on the stakeholders' needs rather than your own.

Proving the ROI of CX: Demonstrating the financial impact of customer experience is vital. CX leaders must develop skills in financial analysis and communicate the value of their initiatives effectively to secure executive support.

Stakeholder Engagement: Understanding the goals and challenges of key stakeholders and aligning CX initiatives to support these goals is critical. Building strong relationships and acting as a guide rather than a hero can drive successful CX transformations.

Chapters

00:00 Game Start

00:40 Guest Introduction: Mark Slatin

02:14 Mark's Professional Background

03:34 Biggest Challenge for CX Leaders

06:10 Evolution of CX as a Discipline

10:08 Proving the Value of CX

12:36 Building Trust with Stakeholders

17:57 Future of CX

22:14 How to Connect with Executives

24:27 Masterclass Overview

25:00 Fast Forward 10 Years

26:09 Best Way to Contact Mark

26:30 Mark's Golden Nugget

27:29 Episode Conclusion

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