Bio and Headshot
Mark Slatin, CCXP
Mark Slatin, CCXP, is driven by the belief that customer experience professionals possess the power to transform lives. He views CX leaders as architects of meaningful change, capable of making a difference through both individual interactions and bold organizational strategies.
As a Professor of Practice at Michigan State University, Slatin teaches in North America’s only Master of Science in Customer Experience Management program. He is also the creator of the Trusted Guide Roadmap™ Master Class and the Becoming a Trusted Guide Essentials Course, both designed to empower CX professionals to secure executive buy-in and drive impactful transformation.
Slatin hosts The Delighted Customers Podcast, which has been recognized as one of the top trending business podcasts in the U.S. and consistently ranks among the leading management podcasts. The podcast has surpassed 100 episodes and 100,000 downloads per month, serving as a source of inspiration and actionable insights for CX professionals.
During his decade-long tenure leading the award-winning CX discipline at Sandy Spring Bank, Slatin’s team earned multiple accolades, including innovation awards and recognition as one of America’s best banks and best places to work. His expertise has been shared as a contributing author to CX-focused publications and as a featured voice in industry magazines.
Slatin’s mission is to equip CX leaders with the tools, strategies, and confidence needed to create lasting impact within their organizations and in the lives of their customers. He champions the idea that, together, CX professionals can transform customer experience—one meaningful interaction at a time.