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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

28:49

#109 Strategies to Measure and Prove the Value of...

The Delighted Customers Podcast with Mark Slatin ·

2024/11/07

Tom Shimko, a seasoned expert in customer experience (CX) and marketing, to discuss the ROI of CX. Tom highlights the necessity of treating CX as a strategic imperative rather than a mere nicety. He unpacks the IDIC framework by Peppers and Rogers, emphasizing identification, differentiation, interaction, and customization as key steps. Tom shares insightful case studies, including work with 1800 Flowers, AIG, and Prudential, demonstrating how targeted CX improvements can significantly enhance

en

32:18

#109 Strategies to Measure and Prove the Value of...

The Delighted Customers Podcast with Mark Slatin ·

2024/11/07

Tom Shimko, a seasoned expert in customer experience (CX) and marketing, to discuss the ROI of CX. Tom highlights the necessity of treating CX as a strategic imperative rather than a mere nicety. He unpacks the IDIC framework by Peppers and Rogers, emphasizing identification, differentiation, interaction, and customization as key steps.Tom shares insightful case studies, including work with 1800 Flowers, AIG, and Prudential, demonstrating how targeted CX improvements can significantly enhance

en

39:18

#108 The 'Web of Data': Enhancing CX through...

The Delighted Customers Podcast with Mark Slatin ·

2024/10/31

On the latest episode of The Delighted Customers Podcast, Roxie Strohmenger, CCXP, an acclaimed CX strategist and Board Chair-Elect of CXPA, shares valuable insights on the power of data in customer experience. Roxie has shaped industry standards, from co-defining Forrester's CX Index to leading award-winning CX initiatives at UKG, and is now a principal strategist at Heart of the Customer. In this episode, Roxie introduces the “web of data,” a groundbreaking concept for accessing and integrating

en

44:47

#108 The 'Web of Data': Enhancing CX through...

The Delighted Customers Podcast with Mark Slatin ·

2024/10/31

On the latest episode of The Delighted Customers Podcast, Roxie Strohmenger, CCXP, an acclaimed CX strategist and Board Chair-Elect of CXPA, shares valuable insights on the power of data in customer experience. Roxie has shaped industry standards, from co-defining Forrester's CX Index to leading award-winning CX initiatives at UKG, and is now a principal strategist at Heart of the Customer.In this episode, Roxie introduces the “web of data,” a groundbreaking concept for accessing and integrating

en

32:48

#107 Strategy Meets CX: A Conversation with Seth...

The Delighted Customers Podcast with Mark Slatin ·

2024/10/24

Seth is a legendary thinker and marketer known for challenging conventional wisdom. In this episode, he dives into his latest book, This is Strategy, offering fresh perspectives on how to craft and execute a powerful strategy in today’s fast-changing world. Beyond just strategy, Seth explores the crucial connection between strategy and customer experience (CX), helping listeners understand why aligning these two elements is key to driving sustainable business growth. Whether you're a business

en

29:19

#107 Strategy Meets CX: A Conversation with Seth...

The Delighted Customers Podcast with Mark Slatin ·

2024/10/24

Seth is a legendary thinker and marketer known for challenging conventional wisdom. In this episode, he dives into his latest book, This is Strategy, offering fresh perspectives on how to craft and execute a powerful strategy in today’s fast-changing world. Beyond just strategy, Seth explores the crucial connection between strategy and customer experience (CX), helping listeners understand why aligning these two elements is key to driving sustainable business growth. Whether you're a business

en

27:18

#106: Avoiding the Metric-Centric Trap

The Delighted Customers Podcast with Mark Slatin ·

2024/10/17

Raj Sivasubramanian has served as a CX leader in great brands like AirBnB, eBay, Verint, and Bain and now leads the journey management practice at QuestionPro. He's a Professor of Practice at Michigan State University in the CXM Masters of Science Degree program. He’s worked with some of the most successful brands and joined us to share insights about how great companies differentiate on customer experience. In this episode: What do we do about the metric trap? This question is essential because

en

28:47

#106: Avoiding the Metric-Centric Trap

The Delighted Customers Podcast with Mark Slatin ·

2024/10/17

Raj Sivasubramanian has served as a CX leader in great brands like AirBnB, eBay, Verint, and Bain and now leads the journey management practice at QuestionPro. He's a Professor of Practice at Michigan State University in the CXM Masters of Science Degree program. He’s worked with some of the most successful brands and joined us to share insights about how great companies differentiate on customer experience.In this episode: What do we do about the metric trap? This question is essential because

en

37:38

#105 In the Shoes of a Cancer Patient: Loretta Muss...

The Delighted Customers Podcast with Mark Slatin ·

2024/10/10

Customer Experience Management takes on an entirely different context when you or a loved one gets a cancer diagnosis. As you'll hear from my guest on this episode, the healthcare system is broken in many ways. UNC is starting with a better way to listen.Loretta Muss, coordinator of the Patient and Family Advisory Council (PFAC) at the North Carolina Basnight Cancer Hospital, recently retired after advocating for patients, families, hospital staff and administration for the past 14 years. Muss

en

36:04

#105 In the Shoes of a Cancer Patient: Loretta Muss...

The Delighted Customers Podcast with Mark Slatin ·

2024/10/10

Customer Experience Management takes on an entirely different context when you or a loved one gets a cancer diagnosis. As you'll hear from my guest on this episode, the healthcare system is broken in many ways. UNC is starting with a better way to listen. Loretta Muss, coordinator of the Patient and Family Advisory Council (PFAC) at the North Carolina Basnight Cancer Hospital, recently retired after advocating for patients, families, hospital staff and administration for the past 14 years. Muss

en

28:04

#104: Common Barriers to CX Success and How to...

The Delighted Customers Podcast with Mark Slatin ·

2024/10/03

Cyndi Lyon is the VP of Customer Experience and Strategy at Otava. She's a Certified Customer Experience Professional and earned her Master of Science in Customer Experience Management from Michigan State University. In this episode, she broke down some of the key barriers that get in the way of building a successful customer experience management practice and offered some actionable ways to overcome them. In this episode Cyndi answered these questions and more: Do You Have a Clear Vision and Plan

en

29:33

#104: Common Barriers to CX Success and How to...

The Delighted Customers Podcast with Mark Slatin ·

2024/10/03

Cyndi Lyon is the VP of Customer Experience and Strategy at Otava. She's a Certified Customer Experience Professional and earned her Master of Science in Customer Experience Management from Michigan State University. In this episode, she broke down some of the key barriers that get in the way of building a successful customer experience management practice and offered some actionable ways to overcome them.In this episode Cyndi answered these questions and more: Do You Have a Clear Vision and Plan

en

33:14

#103: Using Data Visualization to Get Executive Buy-In

The Delighted Customers Podcast with Mark Slatin ·

2024/09/26

One of the major problems that data visualization solves is the need for quick and clear communication of complex insights, particularly to time-constrained executives. It’s about storytelling with data…but how? With her extensive expertise in data analytics and digital transformation, Katie Manty, a professor at Michigan State University’s Customer Experience Management Master’s program and a leader at Omnicom Health Group, offers unparalleled insights into this crucial aspect of business

en

29:45

#103: Using Data Visualization to Get Executive Buy-In

The Delighted Customers Podcast with Mark Slatin ·

2024/09/26

One of the major problems that data visualization solves is the need for quick and clear communication of complex insights, particularly to time-constrained executives. It’s about storytelling with data…but how? With her extensive expertise in data analytics and digital transformation, Katie Manty, a professor at Michigan State University’s Customer Experience Management Master’s program and a leader at Omnicom Health Group, offers unparalleled insights into this crucial aspect of business

en

48:49

#102: Compassionomics: The Revolutionary Scientific...

The Delighted Customers Podcast with Mark Slatin ·

2024/09/19

A 34-year-old man fighting for his life in the intensive care unit is on an artificial respirator for over a month. Could it be that his chance of getting off the respirator is not how much his nurses know, but rather how much they care?A 75-year-old woman is heroically saved by a major trauma center, only to be discharged and fatally struck by a car while walking home from the hospital. Could a lack of compassion from the hospital staff have been a factor in her death? Compelling new research

en

47:20

#102: Compassionomics: The Revolutionary Scientific...

The Delighted Customers Podcast with Mark Slatin ·

2024/09/19

A 34-year-old man fighting for his life in the intensive care unit is on an artificial respirator for over a month. Could it be that his chance of getting off the respirator is not how much his nurses know, but rather how much they care? A 75-year-old woman is heroically saved by a major trauma center, only to be discharged and fatally struck by a car while walking home from the hospital. Could a lack of compassion from the hospital staff have been a factor in her death? Compelling new research

en

25:25

#101: CX-PRO - Beyond the Basics: Book Review with...

The Delighted Customers Podcast with Mark Slatin ·

2024/09/09

Karl Sharicz is back with his follow-up to CX-PRO, featuring advanced insights from a global lineup of 16 CX thought leaders. (Yes, I’m thrilled to be one of them!) This book highlights the power of collaboration in the CX community, bringing together practitioners, consultants, and educators. It emphasizes human-centered design, a commitment to quality, and the lasting impact of genuine human connections. The book celebrates employee-driven insights as key drivers of innovation and dives into the

en

23:56

#101: CX-PRO - Beyond the Basics: Book Review with...

The Delighted Customers Podcast with Mark Slatin ·

2024/09/09

Karl Sharicz is back with his follow-up to CX-PRO, featuring advanced insights from a global lineup of 16 CX thought leaders. (Yes, I’m thrilled to be one of them!) This book highlights the power of collaboration in the CX community, bringing together practitioners, consultants, and educators. It emphasizes human-centered design, a commitment to quality, and the lasting impact of genuine human connections. The book celebrates employee-driven insights as key drivers of innovation and dives into the

en

38:33

#100: Watermark’s CX ROI Study: Proving Its Value to...

The Delighted Customers Podcast with Mark Slatin ·

2024/09/05

Jon Picoult, bestselling author and CX thought leader was my first guest in 2022 when The Delighted Customers Podcast launched. He was gracious enough to come back for episode 100 to talk about his His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry. Jon sheds light on the groundbreaking CX ROI study he initiated, which highlights the tangible and economic benefits of a great customer experience. We'll explore the challenges CX

en

44:02

#100: Watermark’s CX ROI Study: Proving It’s Value to...

The Delighted Customers Podcast with Mark Slatin ·

2024/09/05

Jon Picoult, bestselling author and CX thought leader was my first guest in 2022 when The Delighted Customers Podcast launched. He was gracious enough to come back for episode 100 to talk about his His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry.Jon sheds light on the groundbreaking CX ROI study he initiated, which highlights the tangible and economic benefits of a great customer experience. We'll explore the challenges CX

en

189 results

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