Welcome to a very special episode of the "Glassix Spotlight," where we delve into the art and science of crafting superior customer experiences with Mark Slatin, a globally recognized leader in customer experience strategy and a Top 25 CX Leader according to CX Magazine. Mark, who also hosts the acclaimed "Delighted Customers Podcast," has a storied career in transforming organizations through customer-centric innovations and strategic leadership.
In this episode, we will explore a variety of intriguing topics, including:
• How Mark’s strategic initiatives at Sandy Spring Bank led to exponential growth and set new standards in customer experience, reflecting on his journey from a $3.7 billion asset base to an estimated $11 billion.
• Discussions on Mark’s unique Trusted Guide Roadmap™ Master Class and how this framework empowers leaders to secure executive buy-in and drive meaningful change within their organizations.
• Insights into the integration of Customer Experience Management (CXM) into business models, as Mark shares his experiences designing and leading CX strategies that significantly enhance customer and employee engagement.
• A deep dive into Mark's role in implementing Voice of the Customer programs that have dramatically improved customer feedback loops and business outcomes, setting a benchmark in the industry.
• A bonus conversation about Mark's vision for the future of customer experience, considering his influential work as a professor and his practical experiences navigating through mergers, acquisitions, and global crises.
Join us as Mark Slatin shares his invaluable insights and strategies for mastering customer experience management. Whether you are looking to revamp your customer engagement strategies, foster a customer-centric culture, or gain insights into effective CX leadership, Mark’s expertise will offer the essential guidance needed to excel in today's dynamic market.