About Mark
Welcome
My passion for customer experience is driven by a deep conviction that CX professionals have the power to make a meaningful impact in the world. By enhancing every customer interaction, we can brighten someone's day and create a positive ripple effect that extends far beyond the moment.
I've committed my career to advancing the CX profession because I believe that CX leaders are difference-makers. Having launched and led a CX practice at a financial institution, I understand the unique trials that CX practitioners face. My mission is to empower those who are dedicated to making a positive impact in people's lives through exceptional customer experiences.
To support CX leaders, I developed the Trusted Guide Roadmap™ Master Class
—a next level interactive course designed to provide actionable frameworks and practical tools that help secure executive buy-in .
I'm a contributing author to CX-PRO - Beyond the Basics: Advanced Insights for Customer Experience Professionals, a tapestry of thought leadership from CX professionals in diverse industries.
In addition to my work with EmpoweredCX, I serve as a Professor of Practice at Michigan State University, where I teach in the Master of Science in Customer Experience Management (MS-CXM) program—the first of its kind in North America.
Before founding EmpoweredCX, I led an award-winning CX journey at Sandy Spring Bank. Under my leadership, the bank received numerous accolades, including The CX Innovation Award, Forbes America's Best Bank, and American Banker Best Bank to Work For.
As a Certified Customer Experience Professional (CCXP), I have also had the privilege of serving on the CXPA Board of Directors. I'm currently the host of The Delighted Customers Podcast, which has consisently been ranking in the top 20 of Apple Podcasts in Management, with over 100 episodes and 200,000 downloads.
When I'm not immersed in the world of CX, you'll find me spending quality time with my family, tackling home improvement projects, or enjoying a round of golf.
Join me in transforming CX together.
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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