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Mark is a CX thought leader, consultant, coach, and faculty member and was recently voted one of the Top 25 CX Leaders Globally (CX Magazine). 

He created the Trusted Guide Roadmap™ Master Class designed to provide CX leaders with proven frameworks and practical tools to get executive buy-in.

He is passionate about customer experience because he believes that by improving experiences, we enrich people's lives.

Mark serves on the faculty of Michigan State University as a Professor of Practice in the Master of Science in Customer Experience Management (CXM) program. It's the first degreed program in CXM in North America. 

Prior to founding EmpoweredCX, Mark launched and led an award-winning CX journey at Sandy Spring Bank. During that time, the Bank received numerous awards including The CX Innovation Award, Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.

Mark is a Certified Customer Experience Professional (CCXP), recently served on the CXPA Board of Directors.

He’s also the creator and host of The Delighted Customers Podcast, now part of the Agile Brand Podcast Network, whose shows have a combined 350,000 downloads per month, including a top 5 ranking in the business>marketing category on Apple’s US Marketing charts.

When he’s not working, you might find him enjoying time with his kids and grandkids, tinkering with home projects, and chasing a little white ball around.

Connect with him via email - or on LinkedIn


  • Banking

Global Region

  • United States