CX professionals have a very challenging role - and that's an understatement.
Sometimes you just need someone to think through next steps, navigate a rough patch, or advise you on strategy with someone who has walked the walk.
I offer flexible and cost efficient coaching packages that are unique to you and your needs.
If you are interested in exploring, just click the "LET'S TALK" button.
What my coaching clients are saying...
"I feel like I have a true advisor in Mark. His experience in CX and excellent communication skills have helped me to gain the clarity I need as I lead my business through a CX transformation. Mark has given me the insight and assurance that I am going down the right path."
Michelle Morris, CCXP CX Program Manager, Verizon Connect
"I knew he would be the perfect coach to assist me with learning the ropes and leading our CX program.
During our sessions, Mark has shared his knowledge and perspective with me, which has taught me to embrace my role as a trusted advisor and tailor my communication in ways that increase influence and gain buy-in.
Mark is a seasoned professional who understands the challenges in CX and provides valuable solutions. He has shared helpful resources like books, podcasts, and articles specifically to help with my unique challenges. I look forward to continuing my partnership with him to increase my knowledge and value as a CX executive."
Gabriella Roberts, Vice President of Client Experience, Portfolio
JOURNEY MAPPING WORKSHOPS
Where do your customers feel the most friction?
Creating customers who are loyal fans requires understanding every aspect of their journey with you - through their lens. Most organizations struggle because each department views the journey through their own lens, typically based from an inside-out perspective.
The hard part is gaining a deeper insight into what customers are thinking and feeling at each stage of their journey so you can begin to improve their experience and add value to them and to your organization.
Why Journey Map?
A customer journey mapping is a visual representation of your customer's journey through THEIR lens.
We work together to customize this virtual or in-person workshop that puts cross functional team members on the same side of the fence to "map" key customer touch points along their journey.
What outcomes can I expect?
Identify pain points causing customer defection.
Brainstorm a list of action steps to improve experiences.
Deliver quick wins that will reduce cost to serve and improve retention.
Break down silos between departments that lead to customer friction
Uncover opportunities for new products that add value, grow margins, and improve wallet share.
A Good Speaker is a Good Change Agent
Whether it's for a corporate event, offsite retreat, association meeting, or workshop, the right speaker can help you:
Inspire new ways of thinking
Motivate new habits
Become ambassadors for your cause
Be a catalyst for change
"ACMP's latest face-to-face meeting was a roaring success, thanks to the expert insights of the phenomenal Mark Slatin! Mark’s talk was the perfect conclusion to a day of learning about the dynamic world of customer experience and change. He expertly summarized key points, leaving everyone feeling inspired and energized. With a renewed sense of purpose, attendees left the event with a clear understanding of how to take their work to the next level.”
Association of Change Management Professionals
CUSTOMIZED TO FIT YOUR NEEDS
I design the presentation to achieve the goals we discuss prior to the event.
I plan the speaking event based on your audience because each organization is different.
You can expect an engaging, fresh, and memorable experience that hits the target.
ENGAGING EMPLOYEES FOR OUTSTANDING CUSTOMER EXPERIENCES
BUILDING TRUST WITH KEY STAKEHOLDERS
TRANSFORMING CULTURE TO CREATE LOYAL FANS
CX ROADMAP: 5 STEPS TO CUSTOMER LOYALTY
My experience speaking spans for over 25 years. I’ve spoken for small groups and for large groups of more than 500 people. I bring real world experience as a CX practitioner to empower you to turn your customers into raving fans.