
Welcome


About Mark
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You’re probably on this page because you care deeply about making your organization better—or maybe you’re seeking inspiration, practical guidance, or a way to make a bigger impact where you work. If that’s you, you’re in the right place.
Before we get into credentials and accolades, I want you to know something important:
I believe that leaders like you have the power to change lives. Not in a fluffy, feel-good way, but in real and tangible ways—by turning anxiety into confidence, frustration into relief, and uncertainty into trust.
Whether it’s in a healthcare setting, a financial institution, a team meeting, or a digital launch, I’ve seen how deliberate leadership and a well-crafted experience can shape someone’s day—or even their life.
But here’s the truth:
Leading change is hard.
You’re often asked to inspire action without formal authority. To prove ROI on projects in systems that weren’t designed for people—whether customers, employees, or stakeholders.
And too often, you’re told to “get buy-in” from leaders who may not fully understand the vision.
That’s why I do what I do.
Through teaching, coaching, and content—I help change leaders, managers, and professionals become Trusted Guides who can secure executive support, earn trust, and guide meaningful transformation from the inside out.
Join me in shaping better experiences and driving positive change.


Every time you lead positive change, you start a ripple that reaches far beyond your organization.
A kind word, thoughtful approach, or extra effort lifts people up and spreads that impact in ways you may never see.
Your work matters. Day after day, you make a difference—for your team, your customers, and everyone touched by your leadership.
Thank you for being a trusted guide and leading the way.

Professional Bio
Mark Slatin is a leading voice in the customer experience space, known for empowering CX leaders to earn trust and lead meaningful change.
He serves as a Professor of Practice at Michigan State University in the nation’s only Master of Science in Customer Experience Management program.
Mark is the creator of the Trusted Guide Roadmap™ Master Class and Becoming a Trusted Guide Essentials Course, which equip CX professionals with the tools to confidently secure executive buy-in and drive transformation.
He’s also the host of The Delighted Customers Podcast, named a Top 10 Trending Business Podcast by Forbes and consistently ranked in Apple’s Top 20 Management Podcasts. The show has surpassed 150 episodes and over 1,200,000 downloads.
Previously, Mark led CX at Sandy Spring Bank for over a decade, where his team earned multiple CX Innovation Awards and national recognition from Forbes and American Banker.
He’s a contributing author to CX: Beyond the Basics, and The CX Lighthouse and a featured voice in Chief Customer Officer 2.0 and CX Magazine.
Noteable Books and Publications



