Mark is the CEO of EmpoweredCX, where he empowers CX leaders to gain executive buy-in.

He's passionate about the customer experience because he believes that by improving experiences we enrich people's lives. To that end he currently serves on the Board of Directors of the CXPA, mentors CX Leaders, and now...

He's incredibly excited about his recent appointment to MSU's CXM Masters of Science program, where he'll serve as a Professor in Practice teaching Customer Relationship Management.

Prior to founding EmpoweredCX, he launched and led an award-winning CX journey at Sandy Spring Bank.  During that time, the Bank grew total assets from $3.2B to $14B and received numerous awards including The CX Innovation Award (2X), Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.

He designed and taught a Customer Experience Management (CXM) Course in Loyola University's MBA program where he held an adjunct professor position.  

He's  the creator and host of The Delighted Customers Podcast, now with over 3500 downloads featuring the industry's top experts (https://www.empoweredcx.com/podcast).

He designed and delivers a Master Class course The Trusted Guide Roadmap™ which empowers experienced CX leaders to overcome struggles getting key stakeholder buy-in.

Prior to his  CX leadership role, he spent the first two decades of his career on the other side of the desk in sales management working for two Fortune 500 companies,  Boise Cascade and Standard Register. 
 

He holds a BS in Marketing from the University of Maryland, and an MBA from Loyola University Maryland.  He is a Certified Customer Experience Professional (CCXP).

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