Above all else, I'm passionate about customer experience because I've learned that when we serve others well, we positively impact their lives and make the world a better place in the process.
I help clients by listening to them and really understanding their goals, vision, and challenges. Whether you are just launching or ready to take the journey to the next level, I leverage my "real world" experience that only comes from serving as a CX practitioner in the financial services industry.
My focus for the last decade has been leading an award-winning CX journey from launch to maturity at Sandy Spring Bank . During that time, the Bank received numerous awards including The CX Innovation Award (2X), Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.
I currently serve on the Board of Directors of the Customer Experience Professionals Association and Chair the Higher Education Subcommittee. I designed and taught a Customer Experience Management Course in Loyola University's MBA program where I held an adjunct professor position. I have served as a judge for the CX of M Awards, and have been featured in the book Chief Customer Officer 2.0 and Customer Experience Magazine.
I have been a guest on numerous industry webinars and podcasts and have been a featured speaker and panelist. I hold a BS in Marketing from the University of Maryland, and an MBA from Loyola University Maryland. I’m a Certified Customer Experience Professional (CCXP).
When I'm not working, you might find me enjoying time with my kids and grandkids, tinkering with home projects, and chasing a little white ball around.
How This Work Connects to My "Why"
"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
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