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Mark is a CX thought leader, consultant, coach, and faculty member and was recently voted one of the Top 25 CX Leaders Globally (CX Magazine). 

He created the Trusted Guide Roadmap™ Master Class designed to provide CX leaders with proven frameworks and practical tools to get executive buy-in.


He is passionate about customer experience because he believes that by improving experiences, we enrich people's lives.


Mark serves on the faculty of Michigan State University as a Professor of Practice in the Master of Science in Customer Experience Management (CXM) program. It's the first degreed program in CXM in North America. 


Prior to founding EmpoweredCX, Mark launched and led an award-winning CX journey at Sandy Spring Bank. During that time, the Bank received numerous awards including The CX Innovation Award, Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.


Mark is a Certified Customer Experience Professional (CCXP), recently served on the CXPA Board of Directors and he’s also the creator and host of The Delighted Customers Podcast, now part of the Agile Brand Podcast Network, whose shows have a combined 350,000 downloads per month.


When he’s not working, you might find him enjoying time with his kids and grandkids, tinkering with home projects, and chasing a little white ball around.

Connect with him via email - or on LinkedIn

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Meet Mark

"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."

anne Bliss - Author, Chief Customer Officer 2.0, Co-Founder, CXPA


CXPA logo

Board of Directors (2020-2023)
Speaker and Panelist


Certified Customer Experience Professional, CCXP

Loyola University Logo

Adjunct Professor
Customer Experience Management
MBA Program

CX-Innovation-Awards Logo

First 2X Winner
Award for Cultural Transformation


Keynote Speaker
2023 Annual Conference

MSU CXM logo

Professor of Practice
Michigan State University, Masters of Science, Customer Experience Management

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