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AI and digital expert Suchi Srinivasan and fintech practice leader Kamila Rakhimova from Boston Consulting Group (BCG) talk to the women at the vanguard of business, digital, and technology. They’re digging into how these powerhouse leaders got where they are—everything from the joy of projects gone right to the realities of family responsibilities. And crucially, asking: what was that moment you knew you weren't merely getting there...you had arrived? That's when you know you're in your ele ...
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What does it take to consistently deliver exceptional customer experiences? In this episode of Insights Unlocked, guest Mark Slatin—CX thought leader, educator, and host of The Delighted Customer podcast—shares how trust acts as the foundation for business transformation. Drawing on his Trusted Guide Framework, Mark explores how to operationalize customer experience, earn executive buy-in, and create lasting customer loyalty through empathy, listening, and collaboration.
You’ll learn:
Why every customer has an experience—whether or not you design for it
The dangers of the “hero trap” in leadership and how to overcome it
How to build a culture of trust within your team and organization
Ways to get executive buy-in using stakeholder-centric storytelling
Why empathy is the game-changer in closing the customer experience gap
The role of AI in enhancing—but not replacing—human-centric CX strategies
Resources & Links:
Becoming a Trusted Guide™ (On Demand Course via CXPA) - https://www.pathlms.com/cxpa/courses/105144
The Trusted Guide Roadmap™ (Live Master Class) - https://www.empoweredcx.com/
The Delighted Customers Podcast - https://www.empoweredcx.com/podcast
Mark Slatin on LinkedIn (https://www.linkedin.com/in/markslatin)
Bobby Meixner on LinkedIn (https://www.linkedin.com/in/bmeixner/)
Nathan on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
Learn more about Insights Unlocked: https://www.usertesting.com/podcast
187 episodes
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