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Mark Slatin


Closing the Experience Gap to Drive Customer Retention and Referrals

80% of CEO's believe they deliver a superior customer experience but only 8% of their customers agree.  This is often referred to as the experience gap.  But how can you close the gap? What could the gap cost you?

Key highlights:

  • What is the financial impact of mediocre customer experiences?

  • How do customer service and customer experience differ and why is that difference critical to business outcomes?

  • How can I improve the customer experience to improve customer retention and referrals?

This short but engaging presentation from CX thought leader, adjunct professor, and award winning practitioner unlocks the keys to customer retention and customer driven growth.


Mark is the CEO of Empowered CX, where he empowers his clients to achieve sustainable growth by consistently delighting their customers.  He is a CX thought leader, speaker, writer, and the host of the Delighted Customers Podcast.  


He has walked the walk, leading a financial services company through two acquisitions and a pandemic - and the first two time winner of the CX Innovation Award from the Customer Experience Professionals Association.


One of his proudest accomplishments was building out the first Customer Experience Management graduate course in Loyola Unversity’s MBA program, where he served as an adjunct Professor for 6 years.  He currently serves on the CXPA Board of Directors of the CXPA, and is a Certified Customer Experience Professional (CCXP).  

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