Discover why trust is the foundation of great customer experiences with expert insights from Mark Slatin on building loyalty, empathy, and CX leadership.

What if the real driver behind customer loyalty wasn’t your product, your pricing, or your brand’s flashy marketing—but something quieter, deeper, and harder to quantify?

That driver is trust.

In a recent episode of Insights Unlocked, customer experience expert and The Delighted Customer podcast host Mark Slatin joined UserTesting’s Bobby Meixner for a wide-ranging conversation on how trust transforms organizations. He unpacked his Trusted Guide Framework, explained how empathy bridges the experience gap, and shared why the best CX strategies start not with data, but with listening.

Let’s dive into the key takeaways that can help any leader—from product to UX to marketing—operationalize trust and create customer experiences that truly resonate.

Listen now and tell us your thoughts below.