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Mark Slatin, CCXP

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I empower leaders to get executive buy-in. In a Bain Consulting study, 80% of firms surveyed believed they delivered a “superior experience” to their customers. But only 8% of companies were really delivering an outstanding experience. CX leading organizations do certain things exceptionally well - always with intention. Delivering consistently outstanding experiences are the result of embedding 5 CX core competencies into your organization. Here's what my clients are saying: "Mark expertly led a transformation in Sandy Spring's Wealth Management division. We had a tradition of excellent financial performance, yet, too often, operated out of silos...which limited us. We often performed heroics which would eventually hinder our ability to scale. Mark's deep experience in CX and his collaborative approach helped enlist the entire team for a whole new way of thinking and serving. We could immediately feel the impact to our team members and to our clients." Mark Grunder, Market Executive, F.N.B. Corporation From start to finish, Mark engaged with our leadership team, designed a clear strategy, built consensus, and delivered actionable recommendations. His collaborative approach and application of NPS, gave our team confidence on next steps. Mark has helped set our company on a path that will lead to not only better revenue, but more importantly, to turning our clients into raving fans. Scott Isbell Content Director, W.L. Gore 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 Specialities: Strategic Leadership | Customer Experience | Employee Experience | Customer Success | Design Thinking | Voice of the Customer Programs | Customer Segmentation | Business & Digital Transformation | Change Management | Mergers & Acquisitions | Technology | Sales Operations | Process Improvement | Metrics | Organizational Design | Governance Frameworks | Cross-Functional Team Leadership | Board Service | Speaker | Adjunct Professor | CCXP

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