The CX Leader as a Change Agent

On this episode, Amelia welcomes Mark Slatin, Customer Experience Advisor and Consultant at Empowered CX. During this conversation, Mark and Amelia discuss:

- Mark’s background in sales and sales management and how it relates to customer experience.

- His approach to change management and creating value for the customer.

- How change management is a hidden role for CX leaders.

- The importance of being able to transform a culture for a superior CX experience.

- How the pandemic showed successful CX leaders that they need to be flexible and agile in the face of a crisis.

- The importance of building trust in senior leadership by listening to customers and team members.

- The importance of not leaving key stakeholders behind when changing a CX culture.

- Five steps to building your CX roadmap.

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative, comprehensive, end-to-end CX solutions. That’s nice.com


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