#136 Beyond Tools & Tactics: "Becoming a Trusted Guide" - New On-Demand Course
The Delighted Customers Podcast with Mark Slatin
Release Date: 05/22/2025
#162 Compassionomics in Action: Measurable Impact for Business Leaders and Healthcare alike
The Delighted Customers Podcast with Mark Slatin
What if just 40 seconds of genuine compassion could tangibly lower a cancer patient’s anxiety—and what if this “wonder drug” holds the key not just for healthcare, but for every leader who wants to create more fulfilling workplaces and customer experiences? The impact of this question is profound. On this episode of the Delighted Customers podcast, I sat down with Dr. Stephen Trzeciak (“Dr. T”), whose groundbreaking research proves that compassion isn’t just good for our conscience—it’s scientifically measurable, essential, and transformative for both the receiver and the...
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#161 Navigating the Post-Truth Era: Building Brand Trust with Emotional Inquiry
The Delighted Customers Podcast with Mark Slatin
Is it really possible to build trust with customers in a business landscape overflowing with misinformation and emotional volatility? That burning question is at the heart of my conversation with Michael Forsberg, Director of Client Experience at BrandTrust. In an era many call "post-truth," business leaders face steep challenges in distinguishing what's real from what's noise—especially when it comes to understanding their customers' motivations. Michael’s work focuses on uncovering the human truths and emotions driving decisions across industries from tech to healthcare to financial...
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#160 Rethinking Valuation: Why Customer Metrics Matter More
The Delighted Customers Podcast with Mark Slatin
What if the financial metrics you rely on to measure your company’s success are actually steering you away from long-term customer loyalty and sustainable growth? In our latest episode of the Delighted Customers podcast, live from Harvard Business School, I dive into this burning question with Rob Markey, professor at Harvard and seasoned veteran at Bain. Rob challenges the conventional wisdom around company valuation, urging us to look beyond the income statement and balance sheet, and instead, consider the real engine driving revenue—our customers. The impact of this discussion is...
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#159 The Serial Fixer Trap: Boundaries, Burnout, and Better Leadership
The Delighted Customers Podcast with Mark Slatin
Are you unknowingly sabotaging your own well-being at work—and at home—by trying to fix everyone else's problems? So many of us find purpose and validation in helping, supporting, and “solving” for others. But what happens when that good intention tips into burnout, resentment, and codependent relationships? In this episode, I dig into the hidden costs of being a “serial fixer” with my guest Leah Marone, whose new book offers a powerful wakeup call for leaders, parents, and anyone in a people-focused role. Leah shines a light on why constant fixing and over-helping backfire, both...
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#158 The Art of Communication: Delivering Difficult News with Compassion
The Delighted Customers Podcast with Mark Slatin
Is it possible to deliver life-changing news—with compassion—without sacrificing precious time or the physician’s own well-being? It’s a burning question for healthcare professionals everywhere, and the impact of getting it right goes far beyond the exam room. Not only does compassionate communication ease patient anxiety and foster loyalty, but it also drives better outcomes, even in the face of a system that pressures doctors to prioritize speed and productivity (those infamous RVUs!). As the demands on clinicians mount, many struggle with “compassion fatigue,” and patients...
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#157 The Anxious Generation
The Delighted Customers Podcast with Mark Slatin
What happens to innovation, team dynamics, and trust in organizations when a significant portion of employees are emotionally fragile, risk-averse, and struggle with interpersonal interactions? In this episode of the Delighted Customers podcast, I dive into the profound impact of generational shifts on workplace culture, leadership, and customer experience. Drawing insight from the best-selling book, The Anxious Generation by Jonathan Haidt, my guest Charlie Green and I explore how Gen Z—shaped by overprotective parenting, the rise of social media, and the isolating effects of Covid—are...
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#156 Turning Data Into CX Impact: Storytelling That Sticks
The Delighted Customers Podcast with Mark Slatin
What’s stopping CX leaders from turning mountains of customer data into executive-ready stories that prompt real change? In this episode, we dig deep into one of the most urgent—and often overlooked—challenges for customer experience (CX) teams: crafting compelling, actionable narratives from all that customer insight. Data is everywhere, but too often the dots just don’t get connected in a way that the C-suite cares about. The difference between a statistic and a strategic priority? It’s all in the storytelling. In my conversation with Ania Rodriguez, CEO of JourneyTrack, we...
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#155 The Evolving State of Customer Experience: Insights and Future Trends
The Delighted Customers Podcast with Mark Slatin
What happens when a profession built on human insight faces a tidal wave of change—from evolving business demands to the rise of AI? How do CX leaders stay relevant and drive meaningful results in this new landscape? This episode digs deep into the shifting world of customer experience (CX) with Greg Melia, CEO of the Customer Experience Professionals Association (CXPA). I bring Greg back to the show because he sits at the epicenter of the profession’s evolution, witnessing firsthand how CX is growing up—no longer a scrappy teenager, but a vital contributor to business outcomes. The...
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#154 How Political Extremes Shape Customer Loyalty and Brand Evangelism
The Delighted Customers Podcast with Mark Slatin
What drives customers to cling fiercely to a brand, even when it means paying more or overlooking problems others wouldn’t forgive? Is our political identity quietly fueling a new kind of “super loyalty” that’s transforming customer behavior, for better or worse? In this episode of the Delighted Customers podcast, I dive into these burning questions with my returning guest, Dr. Forrest Morgeson, associate professor, researcher, and interim chairperson of the Marketing Department at Michigan State University's Eli Broad College of Business. Forrest, drawing on a unique blend of academic...
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#153 Navigating Crisis with Integrity: Strategies for Building Trust in Customer Experience
The Delighted Customers Podcast with Mark Slatin
What happens when your company’s reputation—and your customers’ trust—hangs by a thread? Are you ready for a moment when a crisis isn’t just possible, but inevitable? In this episode, I dive deep into one of the most critical topics for today’s leaders: how strategy, communication, and integrity intersect to protect (and sometimes rebuild) your organization's trust in the face of crisis. When everything is on the line, understanding this intersection isn’t just important—it’s essential. The choices you make, and how you communicate them, can mean the difference between...
info_outlineAre you struggling to cut through organizational resistance and win real buy-in for your customer experience (CX) initiatives?
You’re not alone. Even the most skilled CX professionals and change leaders often face the uphill battle of influencing executives and key stakeholders—especially when budgets are tight and positional authority is limited. That’s exactly why the launch of the new on-demand course, "Becoming a Trusted Guide: Empowering CX Leadership," is so exciting for anyone looking to make meaningful change in their organizations.
Gabe Smith, CCXP, Content Manager and Associate Director at the Customer Experience Professionals Association (CXPA), joins me to preview this new course and spotlights CXPA's new learning platform, CXeducation.com—crafted specifically so you can access high-impact learning anytime, from anywhere in the world. I explain how this program goes beyond traditional training: you’ll discover strategies to shift your mindset, frameworks for building stakeholder trust, and practical tools you can apply immediately in your unique business context. Plus, if you’re working toward your CCXP certification, the course qualifies for critical credit hours.
Here are three pressing questions Gabe and I answer in this episode—each one explored through the lens of this innovative course:
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Why is it so challenging to secure real executive support for CX—and what new frameworks in the course will help you overcome this barrier?
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How does on-demand, asynchronous learning transform professional development for busy change leaders worldwide?
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What actionable steps can you take right now to move from being a “CX hero” to a “trusted guide” and win broader organizational alignment?
Ready to transform how you lead change and champion customer experience in your organization? Dive into this episode and unlock details on the new course that could accelerate your CX career. Listen and subscribe on Apple Podcasts or Spotify, or find Delighted Customers wherever you enjoy podcasts. Be first in line to benefit—this is a game-changer for anyone serious about leading CX transformation!
Meet Gabe Smith
Gabe Smith, CCXP, is the Content Manager and Associate Director for the Customer Experience Professionals Association (CXPA). With five years at the CXPA and previous hands-on CX experience at the American Cancer Society, his mission is to empower professionals to lead with impact. At CXPA, he drives content strategy, knowledge sharing, and global standards like the CCXP certification and on-demand learning through cxeducation.com. His focus is advancing the CX field and helping you sharpen your leadership.
Show Notes & References
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Discover and enroll in the new on-demand course: www.cxeducation.com
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Explore more resources and the global CX community: www.cxpaglobal.org
- Learn more about Mark Slatin and other courses: www.empoweredcx.com
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