Episode web page: https://bit.ly/4eZNwDS

-----------------------

Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? 

Send me a voice message via email at [email protected]

-----------------------

What does it take to consistently deliver exceptional customer experiences? In this episode of Insights Unlocked, guest Mark Slatin—CX thought leader, educator, and host of The Delighted Customer podcast—shares how trust acts as the foundation for business transformation. Drawing on his Trusted Guide Framework, Mark explores how to operationalize customer experience, earn executive buy-in, and create lasting customer loyalty through empathy, listening, and collaboration.

You’ll learn:

Why every customer has an experience—whether or not you design for it

The dangers of the “hero trap” in leadership and how to overcome it

How to build a culture of trust within your team and organization

Ways to get executive buy-in using stakeholder-centric storytelling

Why empathy is the game-changer in closing the customer experience gap

The role of AI in enhancing—but not replacing—human-centric CX strategies

Resources & Links:

Becoming a Trusted Guide™ (On Demand Course via CXPA) - https://www.pathlms.com/cxpa/courses/105144

The Trusted Guide Roadmap™ (Live Master Class) - https://www.empoweredcx.com/

The Delighted Customers Podcast - https://www.empoweredcx.com/podcast

Mark Slatin on LinkedIn (https://www.linkedin.com/in/markslatin) 

Bobby Meixner on LinkedIn (https://www.linkedin.com/in/bmeixner/)

Nathan on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)

Learn more about Insights Unlocked: https://www.usertesting.com/podcast