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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

31:59

Stuck? Unlock Trust to Get Approval!

The Delighted Customers Podcast with Mark Slatin ·

2025/02/20

Are you a customer experience leader facing roadblocks when trying to get your initiatives approved? In this episode, Mark delves into the power of trust with Charlie Green, co-author of "The Trusted Advisor," to uncover strategies for breaking through bureaucratic walls and fostering buy-in. Key discussion points include: The importance of building strong relationships with your leaders and understanding their priorities. Why expediency can backfire and how taking the time to connect with

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45:30

#122 Support, Don't Solve: Empowering Leaders to...

The Delighted Customers Podcast with Mark Slatin ·

2025/02/13

How can leaders support their teams effectively without falling into the trap of fixing everything themselves? Leah Marone is a psychotherapist with expertise in treating anxiety and mood disorders. She also works with athletes on performance anxiety issues, demonstrating her ability to understand and manage high-stress situations. If you can relate, there are a ton of gems in this show, including: What are some of the problems or ways that leaders lead that is the opposite of creating authentic

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35:20

#121 Achieving Value Realization with a CX Toolkit

The Delighted Customers Podcast with Mark Slatin ·

2025/02/06

Brad Smith, CCXP, who brings his extensive experience from working with major companies like Symantec, Yahoo, and Sage. Mark and Brad delve into the future of customer experience (CX) management and explore a variety of valuable tools that can be applied to enhance CX. Brad shares actionable insights on hidden value, value realization versus value erosion, and introduces the concept of value mapping. He also discusses the importance of having a clear brand promise and how it plays a crucial role in

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42:14

#121 Understanding Customer Value

The Delighted Customers Podcast with Mark Slatin ·

2025/01/30

I'm thrilled to host Dr. Maxie Schmidt, a principal analyst at Forrester's Customer Experience Practice. Maxie is a global thought leader in CX measurement and value for customers, and she dives into the significance of customer value metrics. From how companies can effectively measure what their customers truly value, to the intricacies of trust and co-creation, Maxie offers unparalleled insights that are sure to challenge conventional thinking and provide actionable strategies for CX leaders. This

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44:10

#120 Strategies for Integrating AI in CXM from a...

The Delighted Customers Podcast with Mark Slatin ·

2025/01/23

When you think of combinations who comes to mind? 👉 Jobs and Wozniak? 👉 Proctor and Gamble? 👉 Hewlett and Packard? When it comes to customer experience and one-to-one marketing, hands down, it's Don Peppers and Martha Rogers. They are the individuals behind the Peppers and Rogers brand. Don has authored or co-authored eleven different business books, collectively selling more than a million copies in 18 languages. In 2022 Peppers and Rogers released the greatly revised and updated Fourth Edition

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27:55

#119 The Impact of Partnerships on Customer Experience

The Delighted Customers Podcast with Mark Slatin ·

2025/01/16

'Duh' was a common phase when I was an adolescent. Kids used it in a not-so-nice way to let the other person know that what they were stating was obvious. In all of my years in customer experience management, it never occurred to me to consider the impact of partnerships on CX. If you think about it, it's a 'duh.' On today's show, I'm excited to introduce Theresa Caragol, who has authored Partnering Success: The Force Multiplier to Achieve Exponential Growth. Theresa shares powerful insights

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35:54

Innovative AI Solutions for CX with Marbue Brown

The Delighted Customers Podcast with Mark Slatin ·

2025/01/09

In this thought-provoking episode of the Delighted Customer Show, we are thrilled to welcome back Marbue Brown, the visionary founder and CEO of Customer Obsession Advantage. An authoritative voice in the intersection of AI and customer experience (CX), Marbu has recently contributed to the bestselling book, "The AI Mindset: Thriving in Civilization's Next Big Disruption." Marbue discusses his chapter, "Transforming Customer Experience with AI Strategies and Innovation," where he refutes the common

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27:15

From Harvard to CX Excellence: Lessons from the...

The Delighted Customers Podcast with Mark Slatin ·

2025/01/02

I'm excited to kick off season 3 with Rob Markey! It's his third time on the show, and I think you will see why I'm so excited about the insights he shares. Rob is a Senior Lecturer at Harvard Business School and an Advisory Partner at Bain and Company. He’s widely known for his work on customer loyalty and the development of the Net Promoter Score and System. 🌟 In this episode, we explore Rob's journey and his current role at Harvard, including his innovative approach to teaching customer

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37:47

#116 ACSI Insights: Linking Satisfaction to Business...

The Delighted Customers Podcast with Mark Slatin ·

2024/12/26

Dr. Forrest Morgeson, Interim Chairperson of the Marketing Department, Associate Professor in the Department of Marketing at Michigan State University, and former Director of Research at the American Customer Satisfaction Index (ACSI). With over two decades of rigorous research and numerous publications in top marketing journals, Dr. Morgeson shares his deep insights into the cyclical relationship between customer satisfaction and the economy. Discover how economic fluctuations, global events, and

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30:35

#115 From Speedometers to Engines: Transforming CX...

The Delighted Customers Podcast with Mark Slatin ·

2024/12/19

I first met Tom DeVries when he was giving a keynote at the 2024 CXM 360 Conference at Michigan State University. Tom took an unorthodox approach to the keynote by not talking for the first 5 minutes. What? Yup! He used non-verbals, videos, and audio cues to engage the audience. Tom has built a successful design firm and has shifted his focus in the last 12 years to include customer experience. He is an expert in human-centered design and has worked with some of the biggest brands in the US. He

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37:52

#114 Mastering Change by Building Stakeholder...

The Delighted Customers Podcast with Mark Slatin ·

2024/12/12

One of the most challenging jobs is to change a culture that achieved success with legacy thinking. It all starts with trust, especially if you are a CX leader. Stuart Gilchriest is a Certified Customer Experience Professional (CCXP) who has worked in CX for 10+ years across multiple industries .After starting his career in the hospitality industry in his native England, he transitioned into Customer Experience roles in the travel industry and became a respected voice on VOC program management, CX

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36:23

#114 Mastering Change by Building Stakeholder...

The Delighted Customers Podcast with Mark Slatin ·

2024/12/12

One of the most challenging jobs is to change a culture that achieved success with legacy thinking. It all starts with trust, especially if you are a CX leader. Stuart Gilchriest is a Certified Customer Experience Professional (CCXP) who has worked in CX for 10+ years across multiple industries . After starting his career in the hospitality industry in his native England, he transitioned into Customer Experience roles in the travel industry and became a respected voice on VOC program management, CX

en

34:13

#113 Enhancing Customer Satisfaction: Microsoft's UX...

The Delighted Customers Podcast with Mark Slatin ·

2024/12/05

This week on The Delighted Customers Podcast, I’m thrilled to welcome Jeff Dickshinski, a Senior Product Designer and Design Lead at Microsoft. With a career spanning digital product development, creative management, and UX design for public-sector and Fortune 100 companies, Jeff brings a wealth of knowledge to the table. At Microsoft, he leads the creation of mission-critical products for U.S. government and enterprise customers, leveraging human-centered design and UX research. In this episode,

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32:44

#113 Enhancing Customer Satisfaction: Microsoft's UX...

The Delighted Customers Podcast with Mark Slatin ·

2024/12/05

This week on The Delighted Customers Podcast, I’m thrilled to welcome Jeff Dickshinski, a Senior Product Designer and Design Lead at Microsoft. With a career spanning digital product development, creative management, and UX design for public-sector and Fortune 100 companies, Jeff brings a wealth of knowledge to the table. At Microsoft, he leads the creation of mission-critical products for U.S. government and enterprise customers, leveraging human-centered design and UX research. In this episode, we

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26:17

#112 Delivering on Customer Expectations at Experian...

The Delighted Customers Podcast with Mark Slatin ·

2024/11/28

Tanya Thomas is a Certified Customer Experience Professional (CCXP) and VP of Client Experience Management and UX Design at Experian Health. She's brings years of experience in the CX world at one of the largest organizations in the world, Experian. Known as one of the big three credit bureaus, Experian Health is a major player in the healthcare market. In this episode Tanya shares some great gems including: Customer Intelligence and Market Trends: Tanya emphasized the importance of gathering deep

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27:46

#112 Delivering on Customer Expectations at Experian...

The Delighted Customers Podcast with Mark Slatin ·

2024/11/28

Tanya Thomas is a Certified Customer Experience Professional (CCXP) and VP of Client Experience Management and UX Design at Experian Health. She's brings years of experience in the CX world at one of the largest organizations in the world, Experian. Known as one of the big three credit bureaus, Experian Health is a major player in the healthcare market.In this episode Tanya shares some great gems including: Customer Intelligence and Market Trends: Tanya emphasized the importance of gathering deep

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36:11

#111 Lessons from the "FIGS Love" Initiative and Beyond

The Delighted Customers Podcast with Mark Slatin ·

2024/11/21

Michael shares his impressive career journey that spans over 20 years in customer-facing roles, from the banking sector to an energy startup, and his impactful time as the SVP of Customer Experience at Figs, a notable direct-to-consumer e-commerce company specializing in medical apparel. Michael shares the impressive story behind Figs—a company founded by two women who revolutionized the medical apparel industry and took the business public on the NYSE, all while growing to a $500 million enterprise

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37:40

#111 Lessons from the "FIGS Love" Initiative and Beyond

The Delighted Customers Podcast with Mark Slatin ·

2024/11/21

Michael shares his impressive career journey that spans over 20 years in customer-facing roles, from the banking sector to an energy startup, and his impactful time as the SVP of Customer Experience at Figs, a notable direct-to-consumer e-commerce company specializing in medical apparel. Michael shares the impressive story behind Figs—a company founded by two women who revolutionized the medical apparel industry and took the business public on the NYSE, all while growing to a $500 million enterprise

en

33:47

#110 Why Your Survey Scores May Be Misleading

The Delighted Customers Podcast with Mark Slatin ·

2024/11/14

Meet AlekAlek Catlett is a manager in EY's AI & Data consulting practice, where he has worked for the past 4 years. Alek helps his clients solve complex problems where the customer and data meet. Prior to EY, Alek spent 6 years at Tailored Brands, parent company to Men's Wearhouse, Jos. A. Bank, and Moores. Alek is also a graduate of the first Masters of Science in Customer Experience Management in North America from Michigan State University.

en

32:18

#110 Why Your Survey Scores May Be Misleading

The Delighted Customers Podcast with Mark Slatin ·

2024/11/14

Meet Alek Alek Catlett is a manager in EY's AI & Data consulting practice, where he has worked for the past 4 years. Alek helps his clients solve complex problems where the customer and data meet. Prior to EY, Alek spent 6 years at Tailored Brands, parent company to Men's Wearhouse, Jos. A. Bank, and Moores. Alek is also a graduate of the first Masters of Science in Customer Experience Management in North America from Michigan State University.

en

189 results

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