EMPOWERING LEADERS TO GET EXECUTIVE BUY-IN
In this engaging episode of the CX Goalkeeper Podcast, host Gregorio Uglioni discusses the intricacies of customer experience leadership with the insightful Mark Slatin. As a recurring guest, Mark brings a wealth of knowledge from his vast experience in customer experience management, consulting, and academia. This episode is a must-listen for anyone interested in understanding the critical aspects of earning executive buy-in, proving the ROI of CX, and building trust within an organization.About the GuestMark is a CX thought leader, consultant, coach, and faculty member and was recently voted one of the Top 25 CX Leaders Globally (CX Magazine).He created the Trusted Guide Roadmap™ Master Class designed to provide CX leaders with proven frameworks and practical tools to get executive buy-in.Mark serves on the faculty of Michigan State University as a Professor of Practice in the Master of Science in Customer Experience Management (CXM) program. It's the first degreed program in CXM in North America.Prior to founding EmpoweredCX, Mark launched and led an award-winning CX journey at Sandy Spring Bank. During that time, the Bank received numerous awards including The CX Innovation Award, Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.Mark is a Certified Customer Experience Professional (CCXP), recently served on the CXPA Board of Directors.He’s also the creator and host of The Delighted Customers Podcast, ranking in Apple Podcast>Management Top 10 in the US.Relevant LinksConnect with him via email - mark@empoweredcx.com or on LinkedIn https://www.linkedin.com/in/markslatin/Podcast: https://www.empoweredcx.com/podcastThe Top 3 Key LearningsBuilding Trust is Crucial: Establishing trust with stakeholders is essential for the success of CX initiatives. This involves being reliable, credible, empathetic, and focusing on the stakeholders' needs rather than your own.Proving the ROI of CX: Demonstrating the financial impact of customer experience is vital. CX leaders must develop skills in financial analysis and communicate the value of their initiatives effectively to secure executive support.Stakeholder Engagement: Understanding the goals and challenges of key stakeholders and aligning CX initiatives to support these goals is critical. Building strong relationships and acting as a guide rather than a hero can drive successful CX transformations.Chapters00:00 Game Start00:40 Guest Introduction: Mark Slatin02:14 Mark's Professional Background03:34 Biggest Challenge for CX Leaders06:10 Evolution of CX as a Discipline10:08 Proving the Value of CX12:36 Building Trust with Stakeholders17:57 Future of CX22:14 How to Connect with Executives24:27 Masterclass Overview25:00 Fast Forward 10 Years26:09 Best Way to Contact Mark26:30 Mark's Golden Nugget27:29 Episode ConclusionWe hope you enjoyed this episode as much as we did. Please share your feedback and don't forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform:Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK