Mark Slatin's presentation, Building a CX Roadmap: A Framework for Success, outlines a structured approach to customer experience (CX) transformation. He introduces the Trusted Guide Roadmap™, emphasizing trust-building, leadership mindset shifts, and structured planning. The framework consists of five key steps: defining a CX mission, assessing the current state, identifying gaps, prioritizing projects, and building a CX roadmap. The presentation highlights common pitfalls, strategic planning techniques, and the importance of aligning CX initiatives with business objectives for long-term success.

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