In this engaging episode of the CX Goalkeeper Podcast, host Gregorio Uglioni discusses the intricacies of customer experience leadership with the insightful Mark Slatin. Mark is a recurring guest and brings 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 to provide CX leaders with proven frameworks and practical tools for gaining executive buy-in.
Mark serves on the Michigan State University faculty as a Professor of Practice in the Master of Science in Customer Experience Management (CXM) program, the first-degree program in CXM in North America.
Before 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, American Banker Best Bank to Work For, and The Washington Post Top Workplace.
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, which is ranked in the 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 economic analysis and effectively communicate their initiatives’ value 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
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