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Trust on Trial: What the Karen Read Case and AI Teach Us About Leadership
Karen Read and her legal counsel during the first trial Like many, I missed the first Karen Read trial-but I’ve found myself drawn into...

Mark Slatin
3 min read
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Excluded: When You Don’t Have a Seat at the Table
You hear about it after the fact: an important meeting with key executives to discuss strategic priorities. Everyone who matters was...

Mark Slatin
2 min read
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The Paradox of “I Don’t Know” - Lessons in Trust From Grade School
We’re taught early on to be the first person to raise our hand in response to the teacher’s question. We’re rewarded throughout our...

Mark Slatin
3 min read
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Global Outage - The High Cost of Broken Trust
I’m sorry if you are traveling this week. Apparently, the latest Microsoft update was a “downdate”(my word). Company A updated software...

Mark Slatin
2 min read
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MSU collaborates The FPT School of Business to bring CXM to Vietnam
Late, late Saturday night, I had a unique opportunity to join a group of Michigan State University professors who collaborated with The...

Mark Slatin
1 min read
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Executive Buy-In and "The Decision Sandwich"
What was the number #1 challenge of CX leaders according to a poll I conducted just prior to speaking at the CXPA Leaders Advance...

Mark Slatin
2 min read
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Lessons in Leadership from Wolves
Last month, I had the opportunity to visit the Seacrest Wolf Preserve in Chipley, Florida. It’s one of only five preserves that provide...

Mark Slatin
1 min read
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The Trust Survey Results are In...But are They Accurate?
The Survey Results are In! Last week, I asked the question, 'Which of the four variables do you believe has the biggest impact on your...

Mark Slatin
2 min read
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What's More Important Than the ROI of CX?
If you are a CX practitioner, you have heard a constant drumbeat of the importance of proving the return on investment (ROI) of CX....

Mark Slatin
2 min read
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The Truth About Customer Satisfaction and CX
The ACSI, which tracks global and sector customer satisfaction, reported the largest uptick in satisfaction in 20 years last quarter. But...

Mark Slatin
1 min read
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