x

75% of people globally want unbiased news (Pew Research) but are concerned they're not getting that.

Get balanced coverage with Symby. See how stories are covered across diverse outlets and spot when one side covers a story the other skips.

PODCAST

The Delighted Customers Podcast with Mark Slatin

The Delighted Customers Podcast is about trust. Hosted by Mark Slatin, the show helps CX leaders become trusted guides—earning executive confidence, influencing decisions, and leading change that sticks. Episodes focus on turning insight into credibility, building CX roadmaps leaders support, and navigating the realities of organizational influence for experienced CX professionals.

business management

All Episodes

46:36

Using the Right Data To Improve Your Customer’s...

The Delighted Customers Podcast with Mark Slatin ·

2023/03/23

Sami Nuwar got his start as a researcher and evolved to a CX leader at Verizon before shifting to Medallia, a VoC software company that designs solutions for businesses. It won’t take you long to recognize the depth of Sami’s wisdom. With all the talk about AI and machine learning, Sami talks about a very straightforward approach to using data to drive customer loyalty. In this episode we discuss: The rational and emotional sides of data Why loyalty overall has dropped and how data can

en

37:54

The Intersection of Customer Success and Customer...

The Delighted Customers Podcast with Mark Slatin ·

2023/03/16

The Intersection of Customer Success and Customer Experience with Adrian Brady-Cesana, CXO, CX Chronicles Adrian spent his early years in Manhattan, helping launch Saas startups in a fast-paced environment. He learned a lot of valuable lessons through the school of hard knocks and he shares some of that wisdom with us on this episode. We cover a lot of ground and some of the highlights include: Customer Success vs. Customer Experience What’s the biggest side benefit of investing in CX? Why is

en

33:22

Why AI is a Game Changer for Customer Experience with...

The Delighted Customers Podcast with Mark Slatin ·

2023/03/09

Why AI is a Game Changer for Customer Experience with OCX Recognition CEO Richard Owen Richard Owen is an innovator. The former CEO of Satmetrix, who helped Fred Reichheld elevate Net Promoter Score to become the world’s most popular customer loyalty metric, is innovating again. Richard is the CEO of OCX Cognition, a newly formed technology company with the aim of disrupting the status quo in the customer experience world. In this episode we discuss: The economic disparity between the 3 NPS

en

39:22

The Do’s and Don’t of an Impactful Customer...

The Delighted Customers Podcast with Mark Slatin ·

2023/03/02

The Do’s and Don’t of an Impactful Customer Experience Discipline with Bob Azman Bob is a CX veteran. He’s been around long enough to know what works and what doesn’t. In this episode he helps you accelerate the path to delighting customers as we discuss: His mountaintops and potholes The difference between behavioral vs. skill training The importance of a strategic envelope around technology Where corporate social responsibility intersects CX Meet Bob Bob Azman is the Chief Customer

en

49:35

Winning Stakeholder Support: The “Daisy Chain...

The Delighted Customers Podcast with Mark Slatin ·

2023/02/23

Winning Stakeholder Support: The “Daisy Chain Strategy” with Roxie Strohmenger, CCXP What are the first steps in leading a customer experience practice in any organization? Roxie Strohmenger, CCXP, VP of CX Strategy at UKG, shares her thoughts about how she applied her deep knowledge of psychology and research to accelerate CX success at one of the world's largest HR software companies. Roxie co-architected the CX Index™ during her 13 years at Forrester Research. She is a CX thought leader and

en

43:39

What Leaders Must do Today to Compete in the Future...

The Delighted Customers Podcast with Mark Slatin ·

2023/02/16

What Leaders Must do Today to Compete in the Future Bill Staikos is a CX thought leader and futurist. Bill shares his thoughts on the big misses and the right path for business leaders when it comes to building the customer experience as a part of their culture. Bill talks about the intersection between technology and customer experience. He shares what will separate the future winners. In this episode we cover: Avoiding the survey break-fix trap Embedding empathy into your culture

en

43:59

The Blueprint for Customer Obsession with author...

The Delighted Customers Podcast with Mark Slatin ·

2023/02/09

Marbue Brown believes companies that focus on Customer Centricity are missing something. In his new book, Blueprint for Customer Obsession, he highlights why customer obsession strategies are what excel sustainable business results. In this episode he shares: The difference between Customer Obsession and Customer Centricity The benefits of adopting customer obsession as a strategy If and how Southwest Airlines can recover from their recent troubles Marbue Brown Bio: Marbue Brown is an accomplished

en

39:48

Disrupting the C-Suite with Kathy van de Laar, CCXP

The Delighted Customers Podcast with Mark Slatin ·

2023/02/02

Disrupting the C Suite with Kathy van de Laar ‖, Founder, EarlyBridge Summary Kathy is a Certified Customer Experience Professional and strategy expert. Gaining C-Suite support is one of the biggest challenges for customer experience success. In this episode she shares: The “Blank Brown Paper” story Why leadership is the catalyst for customer centricity How to engage reluctant leaders When to take emotional risks with leaders Bio Kathy van de Laar Kathy van de Laar, CCXP, works at the crossroads

en

47:44

Fred Reichheld: What’s the Pioneering Edge for...

The Delighted Customers Podcast with Mark Slatin ·

2023/01/26

What’s the Pioneering Edge for Today’s CX Leaders according to NPS Creator, Fred Reichheld? There’s so much to unpack in this episode: Fred shares about a personal vulnerability What’s the right way to listen to customers? What is the huge mistake companies make relative to referrals? How do you know if you’ve won or lost? What is financial capitalism and why should it die? What’s on the pioneering edge today for CX leading companies? Will Southwest Airlines recover? And a ton more! Fred Reichheld

en

26:59

How Leaders Can Leverage Video to Improve CX and EX -...

The Delighted Customers Podcast with Mark Slatin ·

2023/01/19

How Leaders Can Leverage Video to Improve CX and EX - Rose Bentley, CEO, Qumu Video in business is here to stay. The question is how to best leverage it to engage employees and customers to improve their experience? On this episode: Qumu CEO and President Rose Bentley shares how you can best leverage technology to make deeper connections with your employees and customers. She shares the specific role video plays and doesn’t play in an organization She talks about how she uses video in her role

en

45:39

Pt. 2 - Measuring and Managing Customer Loyalty in a...

The Delighted Customers Podcast with Mark Slatin ·

2023/01/12

Part 2 of 2 Predictive NPS - How Loyalty Measurement is Changing with Rob Markey A powerful, insightful, revealing interview so packed with gems that I had to break it into two parts! Rob Markey is the Co-Inventor of the Net Promoter System and the Co-Author of The Ultimate Question 2.0. In Part 2 (this episode): We discuss: Rob’s definition of customer experience The impact of digital transformation on CX Why and how NPS will still play a role despite the emergence of technology The evolution

en

30:49

Pt. 1 - The Room Where It Happened: The Net Promoter...

The Delighted Customers Podcast with Mark Slatin ·

2023/01/05

Rob Markey on the Delighted Customers Podcast Part 1 of 2 What would you expect from one of the top CX thought leaders in the world? A powerful, insightful, revealing interview so packed with gems that I had to break it into two parts! Rob Markey is the Co-Inventor of the Net Promoter System and the Co-Author of The Ultimate Question 2.0. In Part 1 (this episode): We discuss: Loyalty levers to pull in a down economy How loyalty leaders can excel in a recession Why Rob initially rejected a single

en

24:36

From Hopkins Researcher to CX Pro - Brittany Knox,...

The Delighted Customers Podcast with Mark Slatin ·

2022/12/29

I caught up with Brittany Knox at MSU’s CXM 360 Conference. Brittany is a graduate student in MSU’s Masters of Science in Customer Experience Management. She’s also a Project Consultant at BCBS of Michigan. In this episode, she shares: The benefits of walking in the shoes of the employee who is serving BCBS members The importance of looking at customer pain points holistically to determine root causes Why she was led to background enroll in the MSU CXM program although she was a

en

48:27

The Role of Perception and Expectations in Customer...

The Delighted Customers Podcast with Mark Slatin ·

2022/12/22

The Role of Perception and Expectations in Customer Experience This episode is definitely different! Gary David, PhD, is a professor of sociology and a conversational analyst. On this episode: What his dissertation research at an immigrant-owned liquor store in downtown Detroit taught him about making emotional connections despite contentious social constructs We take a look at the role expectations play in the customer experience and how those expectations are not just formed by a customer’s

en

47:06

ITMs: Virtual, with a Human Touch, Carla Higgins,...

The Delighted Customers Podcast with Mark Slatin ·

2022/12/15

Carla Higgins has made a career in the banking industry and held many positions. She knows banking from the inside out. Today we talk about the evolution of banking and how Covid accelerated the rollout of ITM’s and how they may be a cost effective alternative to the traditional brick and mortar model. She breaks down the Interactive Teller Machines: What problem do they solve? How can they improve the customer experience? How can they reduce operating costs? What resistance did she experience

en

49:45

Demystifying the Human Experience, Bruce Temkin, Head...

The Delighted Customers Podcast with Mark Slatin ·

2022/12/08

Today I talked to Bruce Temkin, speaker, thought leader, and a customer experience legend. Bruce co-founded the Customer Experience Professionals Association in 2011 and currently serves as the Head of the XM Institute. Bruce shared his thoughts on some important topics that can help empower your customer experience efforts: Bruce’s transition from submarine engineer to CRM researcher at Forrester and the early days of the customer experience movement. A true story of Bruce enlightening two

en

21:31

Breaking Down Departmental Silos to Improve CX - Risa...

The Delighted Customers Podcast with Mark Slatin ·

2022/12/01

Risa Lovell, Director of Property and Casualty Customer Service at Farm Bureau Insurance joins us from the MSU Hotel and Conference Center at the first in-person episode of The Delighted Customers Podcast. Risa shares some helpful insights: How Farm Bureau Insurance lives their mission to give back to the community How she broke down silos and looked through the customers lens to improve CX in the contact center Why she chose to pursue her Masters of Science in Customer Experience Management at

en

29:14

Pt. 2 - Don't Treat All Customers the Same: The...

The Delighted Customers Podcast with Mark Slatin ·

2022/11/06

This episode is part 2 of a 2 part series featuring a very special guest, Professor of Marketing from the Wharton School of Business, Dr. Peter Fader. We will talk about how his new book may revolutionize the way Wall Street looks at what a company is actually worth based not on traditional financial metrics alone but the overall health of it’s customers. At some companies, it’s already starting to happen. He challenges leaders who spend countless hours looking at traditional financial

en

30:14

Pt. 1. - Don't Treat All Customers the Same: The...

The Delighted Customers Podcast with Mark Slatin ·

2022/10/27

This episode is part 1 of a 2 part series featuring a very special guest, Professor of Marketing from the Wharton School of Business, at the University of Pennsylvania, Dr. Peter Fader. We will talk about how his new book may revolutionize the way Wall Street looks at what a company is actually worth based not on traditional financial metrics alone but the overall health of it’s customers. At some companies, it’s already starting to happen. He challenges leaders who spend countless hours

en

01:16:30

Delivering Happiness 2.0 with Alex Genov, Head of...

The Delighted Customers Podcast with Mark Slatin ·

2022/10/20

Delivering Happiness 2.0 - Behind the Scenes Look at Zappos with Head of Customer Research, Alex Genov In 2009, Amazon bought a start up shoe company that broke the mold by selling entirely over the internet . It differentiated solely on customer service. The legendary stories of their obsession with #DeliveringHappiness (CEO Tony Hsieh's bestseller) shifted paradigms. Amazon paid for $2.1billion for Zappos. Zappos is very much thriving today and poised for the next stage of its adventure. Join

en

189 results

Similar Podcasts

TaxTalent.com The Golden Rule Podcast

Adam Golden

TaxTalent.com Podcast

Tony Santiago

Handelsblatt Crime - spannende Streitfälle der deutschen Wirtschaft

Ina Karabasz, Solveig Gode, Sönke Iwersen

Deffner und Zschäpitz – Der Wirtschafts-Talk von WELT

WELT

Black Box - La scatola nera della finanza

Guido Brera e Gian Luca Comandini -...