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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

50:39

CX Week Special Edition: Gaining Executive Support &...

The Delighted Customers Podcast with Mark Slatin ·

2022/10/13

In celebration of CX Week this episode features Nancy Porte, Chair, Board of Directors, CXPA. Nancy discusses 3 important topics: 1. Why gaining the support of executives is critical and how you might go about achieving that. 2. Why CX professionals and those considering the profession might want to join the Customer Experience Professionals Association. 3. On a more personal note - Nancy shares her work in support of disadvantaged children and teens where she serves on the Board of the

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36:31

CX Week Special Edition: How CXPA is a Differentiator...

The Delighted Customers Podcast with Mark Slatin ·

2022/10/06

In celebration of CX week, my special guest, CXPA CEO Greg Melia talks about how he ended up becoming the first full time CEO of CXPA and why the organization helps CX professionals differentiate their careers by joining and engaging in the organization. He also shares the new CX Book of Knowledge and shares a "sneak peek on what's on the horizon that will be a significant benefit to members. Contact me if: You have feedback you'd like to share about the podcast You would like to be a guest on the

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46:09

Designing Digital Transformation to Improve CX with...

The Delighted Customers Podcast with Mark Slatin ·

2022/09/29

The race to digital transformation was accelerated by the pandemic. Many organizations have invested time and money and have little to show for it. Jaya Sudarshan shares the secret to blending the right combination of digital improvements to an improved customer experience. She also emphasizes the importance of designing experiences with an awareness of different country cultures. From the difference in dust levels, electricity portals, and personal applications, she shares how experience design

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47:13

Building Trust with Key Stakeholders - Author Charles...

The Delighted Customers Podcast with Mark Slatin ·

2022/09/22

Trust. Isn't that one of those soft, touchy-feely words? In today's word of digital transformation, isn't people skills so...yesterday? From someone who walked the walk as a CX practitioner, one of the most critical skills is the ability to influence - without positional power. The ability to build trust with key stakeholders is a golden asset for any business leader but it's essential for a CX or EX leader! How Do You Build Trust with Key Stakeholders? My guest on this episode of the

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35:07

The First Ever Degree in Customer Experience...

The Delighted Customers Podcast with Mark Slatin ·

2022/09/15

Dr. Tom DeWitt, trailblazer and Director of CXM@MSU, talks about why it was time to launch a Masters of Science in Customer Experience Management (CXM) at Michigan State University. He shares some powerful realities about why companies should lead with a customer experience strategy and how this program can close the gap by preparing leaders to lead CX at the C-level. If you are thinking about advancing your education and you're a CX practitioner, or if you are an employer interesting in

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49:10

Engaging Employees for Outstanding Customer...

The Delighted Customers Podcast with Mark Slatin ·

2022/09/08

In this episode, my guest Stacey Nevel gives practical tips on how to engage employees and avoid some of the most common mistakes that negatively impact employee engagement. Have a clear purpose and align your team to that mission is the first step. She provides illustrations of how to do that and steps that winning organizations take to ensure congruence between corporate strategy and how it's lived in the organization's culture. Ultimately, engaged employees drive customer loyalty, retention,

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34:55

Design Thinking with Diane Magers, CCXP

The Delighted Customers Podcast with Mark Slatin ·

2022/09/01

Customer friction can lead to customer defection. Often, companies attempt to fix their customer's pain with a short term solution. Diane defines design thinking and why it's a different approach that starts with putting your customer in the center. She also shares what led her from a career as a clinical psychologist, supporting those dealing with death and dying, into the world of customer experience management. What caused her to career to change trajectories may surprise you. Meet Diane

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47:45

From Impressed to Obsessed - Author Jon Picoult

The Delighted Customers Podcast with Mark Slatin ·

2022/08/25

Jon shares gems from his new book: From Impressed to Obsessed: 12 Principles for Turning Customers an Employees Into Lifelong Fans. Excellence is never an accident. Jon brilliantly pulls the curtain back on proven methods to fundamentally change the way you think about creating a successful, beloved business. Jon Picoult shared practical and proven principles from his new book From Impressed to Obsessed in this episode. We talk about real world challenges for CX leaders and what cognitive

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01:20

Trailer

The Delighted Customers Podcast with Mark Slatin ·

2022/08/18

The Delighted Customers Podcast trailer describes who the show is for (business leaders and CX leaders) and how it can help listeners delight their customers to achieve sustainable growth...consistently. You can get all the podcast episodes at Empoweredcx.com/podcast. https://www.empoweredcx.com/podcast Please subscribe so you don't miss an episode. Contact me if: You have feedback you'd like to share about the podcast You would like to be a guest on the show You would like to book me on your show

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