“I recommend Mark Slatin as an exceptional mentor and advisor. Through Mark's expert guidance and the Trusted Guide framework, I've gained critical insights into effective stakeholder mapping and management, enabling relationships with executives and key stakeholders, and utilizing those insights to gain trust in my own organization. His structured approach has helped me deeply understand vital stakeholders' needs, motivations, and influence—an essential skill for navigating complexity and driving meaningful change. Mark's breadth of experience and thoughtful, personalized advice have been instrumental in my professional development. He consistently embodies the principles of the Trusted Guide approach, offering wisdom and support with integrity.”
About
I empower leaders to get executive buy-in.
In a Bain Consulting study, 80% of…
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Want to Stand Out as a Solopreneur? Do What No One Else Is Doing. In the crowded world of solopreneurs, the ones who thrive aren’t the ones trying…
Want to Stand Out as a Solopreneur? Do What No One Else Is Doing. In the crowded world of solopreneurs, the ones who thrive aren’t the ones trying…
Liked by Mark Slatin, CCXP
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Did you ever have the occasion to try out Starbucks #Oleato drinks? Interestingly enough I never did even though I was adding a tablespoon of…
Did you ever have the occasion to try out Starbucks #Oleato drinks? Interestingly enough I never did even though I was adding a tablespoon of…
Liked by Mark Slatin, CCXP
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Not every day that I am on a Times Square billboard. I was featured as part of the #EndBadService campaign.
Not every day that I am on a Times Square billboard. I was featured as part of the #EndBadService campaign.
Liked by Mark Slatin, CCXP
Experience
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Education
Licenses & Certifications
Publications
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CX-PRO, Beyond the Basics
Palmetto Publishing
See publicationIN THIS SECOND CX-PRO BOOK SERIES, following the acclaimed "CX-PRO: A Practical Guide for the New Customer Experience Manager," the selected authors delve deeper into the intricate realm of Customer Experience Management (CXM). In this volume, a group of sixteen diverse voices, each a luminary, unveils a rich tapestry of insights and practices, guiding readers beyond the fundamentals and into the realms of mastery within the CX discipline.
Against the backdrop of a rapidly evolving…IN THIS SECOND CX-PRO BOOK SERIES, following the acclaimed "CX-PRO: A Practical Guide for the New Customer Experience Manager," the selected authors delve deeper into the intricate realm of Customer Experience Management (CXM). In this volume, a group of sixteen diverse voices, each a luminary, unveils a rich tapestry of insights and practices, guiding readers beyond the fundamentals and into the realms of mastery within the CX discipline.
Against the backdrop of a rapidly evolving business landscape characterized by globalization, technological advancements, market diversity, consumer empowerment, regulatory complexities, and economic interdependence, the importance of Customer Experience as a business strategy emerges. It becomes evident that CX is not merely a component of business strategy but the very heartbeat of successful enterprises, guiding decisions and fostering sustainable growth.
The journey through this book begins at the strategic helm, where the imperative of aligning CX with executive leadership is explored, emphasizing the pivotal role of organizational alignment in fostering customer-centricity. From the boardroom to the frontlines, the narrative traverses, illuminating the vital perspectives of frontline staff and the methodologies for nurturing proficient CX professionals.
Chapters unfold, elucidating the intricacies of delivering exceptional customer service, harnessing the Net Promoter System effectively, utilizing data-driven insights, storytelling as a compelling narrative in CX, leveraging emerging technologies like AI, and embodying authenticity and integrity in CX interactions. -
Chief Customer Officer 2.0, Featured Contributor
Wiley Publishing
See publicationFeatured vignette on leadership.
Courses
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Customer Experience Management
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Honors & Awards
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2019 Irish CX Innovation Award Judge
CXPA
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2019 Forbes Most Trustworthy Companies
Forbes Magazine
#1 Bank in Maryland
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2018 Who's Who of Customer Experience
CXPA
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2018 CX Innovation Award
CXPA
Selected among over 40 entries for "The Year of Empathy," a innovative year long initiative design to break down organizational silos and promote empathy with fellow employees and with clients.
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2016 CX Innovation Award - Meeting in a Box
CXPA
Selected among over 43 competing organizations worldwide for the design and delivery of our cultural transformation initiative.
Languages
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Spanish
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Organizations
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Client Experience Professionals Association
Board of Directors, Member
Recommendations received
21 people have recommended Mark
Join now to viewMore activity by Mark
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Very excited to be launching this new workshop to help you and your organization develop a more robust and insightful experience research and data…
Very excited to be launching this new workshop to help you and your organization develop a more robust and insightful experience research and data…
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I was happy to be interviewed by Anthony Mills for his new book, Designing the Human Business. Congratulations, Anthony! When we design for people…
I was happy to be interviewed by Anthony Mills for his new book, Designing the Human Business. Congratulations, Anthony! When we design for people…
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Solid answers to today's SEO questions. It still feels like a major uphill challenge for most companies, especially incorporating GEO with SEO -…
Solid answers to today's SEO questions. It still feels like a major uphill challenge for most companies, especially incorporating GEO with SEO -…
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A foundational element that empowers a CX Professional to drive business outcomes is to setup your "web of data". Where you integrate perception…
A foundational element that empowers a CX Professional to drive business outcomes is to setup your "web of data". Where you integrate perception…
Liked by Mark Slatin, CCXP
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📣📣📣 Don't Miss This Critical First Step in Any Change Initiative!!! Roxie Strohmenger, CCXP is one of the industry's most respected CX thought…
📣📣📣 Don't Miss This Critical First Step in Any Change Initiative!!! Roxie Strohmenger, CCXP is one of the industry's most respected CX thought…
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