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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

37:31

#99: From Helping My Deaf Parents to Revolutionizing...

The Delighted Customers Podcast with Mark Slatin ·

2024/08/29

In the episode, Guy Shalom, the CEO of Glassix, shared the personal story behind the company's inception. Glassix began as a solution to a personal challenge: both of his parents have the same disability, which made effective communication challenging. This experience inspired Guy to develop a solution that could improve communication not only for his parents but also for customers facing similar difficulties. Over time, this idea expanded and evolved, ultimately becoming Glassix—a company

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43:00

#99: From Helping My Deaf Parents to Revolutionizing...

The Delighted Customers Podcast with Mark Slatin ·

2024/08/29

In the episode, Guy Shalom, the CEO of Glassix, shared the personal story behind the company's inception. Glassix began as a solution to a personal challenge: both of his parents have the same disability, which made effective communication challenging. This experience inspired Guy to develop a solution that could improve communication not only for his parents but also for customers facing similar difficulties. Over time, this idea expanded and evolved, ultimately becoming Glassix—a company

en

41:24

#98: Trust in CX: Lessons from the Executive...

The Delighted Customers Podcast with Mark Slatin ·

2024/08/22

Trust in CX: Lessons from the Executive Assistant to Ronald Reagan In the latest episode of the Delighted Customers podcast, Peggy Grande shares her fascinating journey from a regular middle-class family to becoming the executive assistant to President Ronald Reagan. From her unlikely selection to be the executive assistant for Ronald Reagan to her touching farewell to the 40th President of the United States, her stories provide invaluable lessons in building trust, particularly through the lens of

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46:53

#98: Trust in CX: Lessons from the Executive...

The Delighted Customers Podcast with Mark Slatin ·

2024/08/22

Trust in CX: Lessons from the Executive Assistant to Ronald ReaganIn the latest episode of the Delighted Customers podcast, Peggy Grande shares her fascinating journey from a regular middle-class family to becoming the executive assistant to President Ronald Reagan. From her unlikely selection to be the executive assistant for Ronald Reagan to her touching farewell to the 40th President of the United States, her stories provide invaluable lessons in building trust, particularly through the lens of

en

29:39

#97: The Future of Customer Experience: AI and...

The Delighted Customers Podcast with Mark Slatin ·

2024/08/15

Ken Peterson is the President of QuestionPro’s Customer Experience Division and joined me for an enlightening conversation about the intersection of AI and CX. QuestionPro’s Voice of the Customer platform already incorporates AI in its range of products from basic surveys to complex research, customer experience and employee engagement. GenAI promises to change customer experience but what are the smartest strategies to create a win for the customer, a win for employees, while delivering on business

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32:56

#97: The Future of Customer Experience: AI and...

The Delighted Customers Podcast with Mark Slatin ·

2024/08/15

Ken Peterson is the President of QuestionPro’s Customer Experience Division and joined me for an enlightening conversation about the intersection of AI and CX. QuestionPro’s Voice of the Customer platform already incorporates AI in its range of products from basic surveys to complex research, customer experience and employee engagement.GenAI promises to change customer experience but what are the smartest strategies to create a win for the customer, a win for employees, while delivering on business

en

38:33

#96 Building a CX Culture: Everence Federal Credit...

The Delighted Customers Podcast with Mark Slatin ·

2024/08/08

Imagine that you’ve been asked to lead a credit union in the middle of a worldwide pandemic. With a rich background in financial and nonprofit marketing, Kristen Heisey has been steering Everence Federal Credit Union towards new heights for the past two years. Under her leadership, the credit union has not only navigated through post-COVID challenges but has also embraced a vision of sustainability and relevance in a competitive market, putting CX at the heart of the change. Kristen instituted

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44:02

#96 Building a CX Culture: Everence Federal Credit...

The Delighted Customers Podcast with Mark Slatin ·

2024/08/08

Imagine that you’ve been asked to lead a credit union in the middle of a worldwide pandemic. With a rich background in financial and nonprofit marketing, Kristen Heisey has been steering Everence Federal Credit Union towards new heights for the past two years. Under her leadership, the credit union has not only navigated through post-COVID challenges but has also embraced a vision of sustainability and relevance in a competitive market, putting CX at the heart of the change.Kristen instituted

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42:31

#95: Transforming the Patient Experience through...

The Delighted Customers Podcast with Mark Slatin ·

2024/08/01

Imagine walking into a clinic feeling anxious about a possible cancer diagnosis and leaving with all your concerns addressed, feeling genuinely cared for and understood. Unfortunately, for too many patients today, that’s simply not the case. The pressure of production goals, burned out and short-handed physicians, and an increase in administrative load are a few of the challenges that doctors and medical staff face day-to-day. As a result, patients who are awaited results from diagnostic tests

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37:02

#95: Transforming the Patient Experience through...

The Delighted Customers Podcast with Mark Slatin ·

2024/08/01

Imagine walking into a clinic feeling anxious about a possible cancer diagnosis and leaving with all your concerns addressed, feeling genuinely cared for and understood. Unfortunately, for too many patients today, that’s simply not the case. The pressure of production goals, burned out and short-handed physicians, and an increase in administrative load are a few of the challenges that doctors and medical staff face day-to-day. As a result, patients who are awaited results from diagnostic tests

en

38:08

#94: Improving Customer Loyalty through Martech and...

The Delighted Customers Podcast with Mark Slatin ·

2024/07/25

Improving Customer Loyalty through Martech and AI-Powered SolutionsGreg Kihlstrom is a best selling author with nearly 20 books on Martech and customer experience management. Greg shares fresh insights into how companies can leverage marketing technology and AI to bolster customer loyalty and satisfaction. Whether you're a C-suite executive or a marketing professional, this episode will equip you with actionable strategies to deliver exceptional, personalized customer experiences. Here are

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39:28

#93: Driving Superior Customer Experience with AI and...

The Delighted Customers Podcast with Mark Slatin ·

2024/07/18

Have you ever wondered how digital experience and AI can transform your customer interactions? Andrew Carothers, CCXP, a senior digital experience leader in the CX area at Cisco Systems, shared insights from this multinational leader's industry-leading portfolio of technology innovations, including networking, security, collaboration, and cloud management. 🎧 Check out the latest episode of The Delighted Customers Podcast where Andrew answers these burning questions: 👉 How can businesses

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44:59

#92 Transforming Workplace Culture: Dr. James Killian...

The Delighted Customers Podcast with Mark Slatin ·

2024/07/11

Transforming Workplace Culture Through Employee Experience Dr. James Killian is an expert in the field of employee experience. He has held high-impact global leadership positions at Qualtrics, SAP, IBM, Hogan Assessment Systems, and led several startups to record growth, and he’s a professor in the Masters of Science CXM program at Michigan State University. From exploring the significance of breaking down organizational silos to hiring a chief experience officer, we'll discuss how these

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43:38

#91: The Science of Sticky Ideas: Crafting Memorable...

The Delighted Customers Podcast with Mark Slatin ·

2024/07/04

The Science of Sticky Ideas: Crafting Memorable CX Strategies We revealed some powerful insights from "Made to Stick" by Chip and Dan Heath on my latest podcast episode with Megan Burns! We explored why some ideas thrive while others fade away, and how leaders can apply these principles to make a lasting impact. From the death of traditional buttered “movie theater popcorn” to flip the pyramid when making your point, this episode is loaded with practical insights to help you tell stories that

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45:22

#90: Ritz Carlton: Inside the Founder and Former...

The Delighted Customers Podcast with Mark Slatin ·

2024/06/27

Ritz Carlton is not just a brand. It’s a brand that sets the bar for customer experience. It was an incredible honor to host one of the icons in customer experience, Horst Schulze, the co-founder and former president of The Ritz Carlton Hotel Company. We talk about his new book, Excellence Wins, and he shares insights that transcend the hospitality industry. 👉 What lessons did Horst learn from his early experiences in the hotel industry that he applies to his business practices today? 👉 The

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44:04

#89: Salesforce’s Approach to Customer Success, AI, & CX

The Delighted Customers Podcast with Mark Slatin ·

2024/06/20

Salesforce.com is THE leader among their peers (11 straight years) in Customer Relationship Management solutions. Phil Nanus leads Salesforce’s Customer Success organization, a team of over 2000 employees. He shared invaluable insights into how Salesforce is revolutionizing customer success through innovation, trust, and technology. Here are my 3 key takeaways from our conversation: - **Embrace Technology for Customer Success:** Salesforce is leveraging AI to enhance customer experiences and

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33:18

#88: How Bilt Uses 3-D Instructions to Enrich Lives

The Delighted Customers Podcast with Mark Slatin ·

2024/06/13

How Bilt Uses 3-D Instructions to Enrich Lives “...Bilt's greatest usage by just sheer volume, happens literally on Christmas Eve and early, early in the wee hours of Christmas morning. And, you know, parents and grandparents and aunts and uncles there, you know, put the kids to bed and -okay, now let's go and assemble this in a bike and a play set and whatever, and expect it to be a very frustrating experience.” Nate Henderson, CEO of Bilt, turned a problem into an opportunity. With millions of

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38:50

#87: Empathy-Driven Leadership

The Delighted Customers Podcast with Mark Slatin ·

2024/06/06

CX leaders are faced with one of the most difficult challenges in their organization. They have small teams and limited positional authority and therefore need the support of others to make progress. Patty Soltis, CCXP, shares her wisdom from decades of experience leading change in great brands like Neiman Marcus, Lord & Taylor, The Moffitt Cancer Center, and now in her role as a Senior CX Manager at Upwork. In this episode: Leading with Empathy The Role of Emotions in Decision-Making The

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40:12

#86: The Power of Social Identity on CX with...

The Delighted Customers Podcast with Mark Slatin ·

2024/05/30

Do we make buying decisions as individuals or individuals who are part of a group? The answer may surprise you. Gary David, PhD is a Professor of Sociology and Experience Design at Bentley University. Dr. David has been researching sociology and its intersection with the business world for several decades. His findings challenge the status quo when it comes to drivers of consumer behavior and how CX leaders should think about engaging customers. We discuss how consumers perceptions of their social

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41:55

#85: The Science of Brand Love

The Delighted Customers Podcast with Mark Slatin ·

2024/05/23

The Science of Brand Love What makes brands like Apple and Nike not just recognized, but truly loved. Dr. Ahuvia’s book, The Things We Love, explains the psychology behind brand love, and it has been named by Amazon as a “best business book.” He conducted the first scientific studies of brand love some 30 years ago and continues to lead research on this topic. His research on dating sites led to an appearance on the Oprah Winfrey show. On this episode of 🎙🎙🎙The Delighted Customers Podcast we

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