The CX Live!

In this episode, Kathy Sebuck, Founder & CEO of Marchitecture, shares perspectives for coping with stress, change and uncertainty to ensure our long term wellbeing. She provides compelling reasons and methods for examining our personal core values, implementing growth mindset tools, and employing positive intelligence tools among others to bring balance to our lives which is reflected in our p...

In this episode, Mark Coxon, Director of Business Development and Joe Whitesides, Director of Experience Technology, both of the XTG Division of AVI-SPL, delve deep into the psychology of attracting, educating, entertaining and moving your audience to take action. It’s very clear that their backgrounds in the areas of behavioral psychology drive their passionate approach to creating impactful spac...

In this episode Brittany Bell, Managing Director at Deeplocal, and James Chester, Managing Director at Gumband, share the unique ways that briefing programs can develop more memorable in person experiences. From initial discovery and ideation sessions to how to engineer spaces that evolve over time, it’s the ability to measure the impact of these spaces by tracking actual utilization that briefing...

In this episode, Jackie Haywood, former Director of the Aetna Customer Center, shares about her experience developing and managing the briefing program while staying focused on building an environment that prioritizes team and community. She reveals the guiding principles that she implemented to build a strong team while advising how today’s program leads can expand their reach and pay it forward....

In this episode, Ricken Patel, Senior Leader, Global CXC, with Cisco goes into great detail about expansion of the Cisco Experience Centers, including new models for recently opened centers in Atlanta and Paris.  He also focuses on how Cisco has applied strategies related to each of the ABPM world class characteristics  (Management, Operations, Branding/Experience and Analytics) to create a more g...

In this episode, my daughter, Jaxlyn Werner, and I review the highlights of our 2023 season providing key nuggets and resources from this year’s amazing interviewees.  We introduce our 5th season which will start in January 2024 to include more conversations with global briefing industry leaders who are changing and elevating our profession with their creativity and willingness to think outside th...

In this episode, Rebecca Bucher, Senior Director, Global Accounts with HelmsBriscoe, takes us along her journey from her days managing the Xerox Briefing Program to working with the ABPM team and ultimately defining a new career consulting for global events.  She shares key elements that everyone leading event teams, including those briefing programs who have taken on event teams, should know when...

In this episode, members of the Procore briefing team including Jessica Gass, Simone Sterling and Cheyanne Faulkner share the story of how they envisioned, built, grew and continue to expand their APEX briefing program and its offerings. From the importance of understanding their unique audience to the organic evolution of a program that the whole company believes in and is proud to participate in...

In this episode, Corey Hansen, Dynamic Delivery Coach and Trainer with GoProBriefings.com offers our Executives and discussion leaders specific strategies and frameworks for building confidence in their delivery while customizing their content. From understanding Dynamics and Foundational Principles, to implementing the 4-A Way of Dynamic Delivery, Corey provides proven techniques to elevate conve...

In this episode, Steve Deitz, CEO & Founder and Susie Tobin, Customer Engagement Advisor, both of 900lbs, share unique ways to design memorable and customized experiences that enhance the customer and employee experience.  From building in mechanisms to track metrics to utilizing ‘Practical Applications’,  Steve and Susie showcase specific examples of how to expand the value of our programs. ...

In this episode, Renee Niebylski, Director of Global Experience Program at Crestron, shares the importance of analyzing the data that she collects in order to craft the most relevant story to each of her distinct audiences, always driving toward her program goals. With a broad spectrum of data collection methods, she provides factual evidence that influences executive decisions ensuring long term...

In this episode, Riaz Meghji, who provided an amazing Keynote at the recent ABPM Spring Conference in Boston, offers additional insights and approaches for creating more authentic connections in our professional and personal lives. He provides specific questions we can all utilize to build trust and manifest deeper relationships. Even if you attended his Keynote, Riaz offers so many more meaningfu...

In our second “Icons of Impact” episode, Barb Anderson, shares insights from her 33 years at McDonnell Douglas and Boeing, including her time as Director of Customer Engagement for Boeing Defense and Space Systems. From her experiences building the award-winning Boeing Briefing Program and Collaboration Center to important advice for becoming leaders who “cast long shadows”, Barb offers critical s...

In this episode, Nathan Pisik, Global Leader in the Executive Briefing Program world and ‘professional raconteur’, explores approaches for mission-driven storytelling, a way of communicating an organization’s values and goals through a compelling narrative. He provides powerful examples from the briefing world and beyond that implore us to think creatively, sparking our own heightened sense of cur...

We’re reaching out to thought leaders from different industries to share their perspective on topics important to the briefing community.  Adam Alfia, Founder and Managing Director at Real Time Feedback, shares best practices to elevate the customer experience from making first interactions matter to addressing the Service Recovery Paradox that increases customer loyalty. He discusses how to overc...

In our first ever “Icons of Impact” podcast episode, Ann Benett, formerly Manager of the Global Executive Briefing at Apple and President of Benett Communications and now happily retired, shares her valuable insights on the evolution of the briefing industry and key strategies for today’s briefing professionals all while reflecting on her love of the briefing profession and community. Episode High...

In our first episode of 2023, John Heiman, Consultant with EBP Consulting, shares how to capture meaningful data to demonstrate the briefing program’s ROI. With a focus on effectiveness and efficiency, he highlights the importance of having a baseline to measure sentiment and methods for reporting the impact to executive management.  Episode Highlights : The importance of understanding C Level “ca...

In this episode, Elizabeth Simpson, President of ABPM, and Candie Hurley, Coach, Trainer & Consultant at GoProBriefings.com, share key insights from our 2022 episodes dedicated to the main categories of the ABPM’s Characteristics of World Class Briefing Programs document and give a “first look” into recent changes to this aspirational guide that briefing programs reference to achieve world cla...

In this episode, Emily Kester, Creative Director and Marshall Thompson, Director of Strategic Growth, both of Hyperquake, share how to build stories that are rooted in truth, making people connect emotionally and inspiring them to take action. Episode Highlights: The importance of creating powerful stories that build deeper connections and strengthen trust with your audience - motivating them to t...

In this episode, Sid van Wijk, Executive Briefing Center Lead at Miro in Amsterdam shares the journey he and his team are on to reimagine how briefing experiences can be more collaborative including a new approach to the briefing planning process that involves the customer much earlier in the conversation. Highlights: How to explore the different ways that technologies can be integrated to bring a...

Description   In this episode, Jennifer Anthony, BSc (Hons) Therapeutic Radiography and Customer Engagement Manager at Elekta explores how many professionals find success in the briefing industry by connecting their previous technical background to interactions with customers, further strengthening relationships and accelerating sales closure.      Highlights:   How previous technical knowledge ca...

Description   In this episode, George Astacio Jr., Sales Manager of Client Experiences at Jupiter Systems explores how audio visual (AV) technology can elevate the customer experience and increase engagement at Briefing and Experience Centers. Highlights:  How AV technology supports meeting equity and brand messaging  What new and innovative AV technologies are emerging and how they’ve impacted br...

Description   In this episode, Laurent Picot, Director of EMEA Innovation Centers at Salesforce discusses how to manage regional briefing centers while staying consistent with the goals of a global briefing program.   Highlights:   The value of building trust with your team members while remaining focused on the shared vision and strategy   Strategies for prioritizing shared tools, gaining access...

Description   In this episode, Darby Mason-Werner, host of the CX Live! Podcast, celebrates episode 50 with a bonus episode, providing exciting new updates on the podcast and inviting guests to share best practices they’ve learned from the podcast over the years.  Highlights:   Elizabeth Simpson, President of ABPM shares the impact the podcast made on the briefing community  A variety of guests sh...

Description   In this episode, John Panek, Senior Manager of Zebra Technologies’ North American Executive Briefing Program & Experience Centers explores the idea of promoting the value of executive briefing programs within the organization, and the opportunities that can create for growth.   Highlights:   How internal promotion creates excitement among the sales team and executive leadership,...