About Mark Slatin
Welcome
My journey is fueled by a simple yet profound belief: customer experience (CX) professionals have the power to transform lives. Whether it’s through a single interaction that brightens someone’s day or a bold strategy that reshapes organizational culture, I’m passionate about championing CX leaders as the architects of meaningful change.
As a Professor of Practice at Michigan State University, I have the privilege of teaching in North America’s only Master of Science in Customer Experience Management program. I’m also the creator of the Trusted Guide Roadmap™ Master Class and the Becoming a Trusted Guide Essentials Course, which are designed to empower CX professionals to confidently secure executive buy-in and drive impactful transformation.
Hosting The Delighted Customers Podcast has been a highlight of my career. Recognized by Forbes as one of the Top 10 Trending Business Podcasts in the U.S. and consistently ranked in Apple’s Top 20 Management Podcasts, the podcast has grown to over 100 episodes and 200,000 downloads, becoming a source of inspiration and actionable insights for CX enthusiasts.
I spent over a decade leading the award-winning CX discipline at Sandy Spring Bank, where my team’s efforts were recognized with honors like the CX Innovation Award (twice) and inclusion in Forbes America’s Best Bank and American Banker’s Best Bank to Work For. As a contributing author to CX Beyond the Basics and a featured voice in Chief Customer Officer 2.0 and CX Magazine, I’ve shared my expertise to help leaders across industries.
My mission is to equip CX leaders with the tools, strategies, and confidence they need to create ripples of impact—both within their organizations and in the lives of their customers. Together, we have the power to transform customer experience, one meaningful interaction at a time.
Join me in transforming CX together.
%20(5).png)
Faculty Appointments
Professor of Practice
Michigan State University, Masters of Science, Customer Experience Management
Adjunct Professor
Loyola University Maryland
Customer Experience Management
MBA Program
"Mark took our CX journey from inception to one of the most admired nationally. I had the privilege of serving alongside him as we operationalized and embedded CX into a way of doing business. He's a CX thought leader and expert who has the experience from leading our CX journey through two acquisitions and a pandemic, while we quadrupled in size."
Don Haasen, Senior Vice President, Director of Product and Innovation, Sandy Spring Bank
Noteable Books and Publications
Contributing Author
Contributing Author
Editorial Review
Contributor
Mark is a great Customer Experience Leader! In my time working with him, and since as he has earned multiple innovation awards, he has brought his ingenuity, leadership, joy and the ability to unite people to his role."
Jeanne Bliss - Author, Chief Customer Officer 2.0, Co-Founder, CXPA