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#155 The Evolving State of Customer Experience: Insights and Future Trends

The Delighted Customers Podcast with Mark Slatin

Release Date: 10/02/2025

#162 Compassionomics in Action: Measurable Impact for Business Leaders and Healthcare alike show art #162 Compassionomics in Action: Measurable Impact for Business Leaders and Healthcare alike

The Delighted Customers Podcast with Mark Slatin

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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...

info_outline #160 Rethinking Valuation: Why Customer Metrics Matter More show art #160 Rethinking Valuation: Why Customer Metrics Matter More

The Delighted Customers Podcast with Mark Slatin

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info_outline #159 The Serial Fixer Trap: Boundaries, Burnout, and Better Leadership show art #159 The Serial Fixer Trap: Boundaries, Burnout, and Better Leadership

The Delighted Customers Podcast with Mark Slatin

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info_outline #158 The Art of Communication: Delivering Difficult News with Compassion show art #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...

info_outline #157 The Anxious Generation show art #157 The Anxious Generation

The Delighted Customers Podcast with Mark Slatin

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info_outline #156 Turning Data Into CX Impact: Storytelling That Sticks show art #156 Turning Data Into CX Impact: Storytelling That Sticks

The Delighted Customers Podcast with Mark Slatin

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info_outline #155 The Evolving State of Customer Experience: Insights and Future Trends show art #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...

info_outline #154 How Political Extremes Shape Customer Loyalty and Brand Evangelism show art #154 How Political Extremes Shape Customer Loyalty and Brand Evangelism

The Delighted Customers Podcast with Mark Slatin

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info_outline #153 Navigating Crisis with Integrity: Strategies for Building Trust in Customer Experience show art #153 Navigating Crisis with Integrity: Strategies for Building Trust in Customer Experience

The Delighted Customers Podcast with Mark Slatin

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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 impact of this transformation is profound: The role of the CX professional is expanding, expectations are changing globally, and methods that once worked are being questioned. If you care about getting your organization, team, or career ahead of the curve, you’ll want to hear what’s unfolding—and what’s next.

Why should you listen to Greg Melia? As CEO of the CXPA, Greg is more than a thought leader—he’s a connector, advocate, and global influencer whose work directly shapes how companies and governments alike approach customer centricity. He and his team are pushing the boundaries of CX, integrating the latest research, championing AI-driven design, and framing the case for customer experience in terms the C-suite can’t ignore. If you want practical, future-facing insight from someone who leads the charge in building the future of CX, this is the episode for you.

Here are three questions Greg answers on the show:

  • What are the most significant shifts happening in customer experience today, and how is the CXPA responding?

  • How can CX professionals and organizations approach AI ethically and effectively to enhance—not replace—the customer’s voice?

  • What does it take to earn C-suite respect for customer experience initiatives, and how can you build a business case that drives real outcomes?

Don’t miss this episode—listen, rate, and subscribe on your favorite podcast platforms!
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Meet Greg Melia

Greg Melia, CAE, is CEO of the Customer Experience Professionals Association (CXPA)—the premier global association dedicated to advancing the discipline of customer experience. Greg brings more than 25 years of association leadership to the table, having previously served at the American Society of Association Executives (ASAE) and held executive roles in strategy, membership, and organizational development.

Greg has shaped CXPA’s direction during a time of profound change, leading initiatives to define the competencies of customer experience, expand global reach, and harness technology—including AI—to serve both corporate and public sector needs. Under his guidance, the CXPA has launched global research, overhauled its brand, and rolled out innovative tools, certification programs, and learning experiences to unite and uplift CX professionals worldwide.

A frequent speaker and advisor on customer experience, leadership, and association management, Greg is recognized for fostering collaboration and creating professional communities that thrive in a rapidly changing world. He is committed to building the business case for customer centricity at every level and supporting the next wave of CX leaders as trusted advisors in their organizations.

Connect with Greg Melia on LinkedIn: Greg Melia, CAE

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