The CX Live!

Description   In this episode, Simon Grice, Senior Director in the Chief Innovation Office at ServiceNow discusses how to build a global briefing center program to support company objectives and customer success, capable of evolving with the organization.  Highlights: How to set a clear vision for reimagining the customers’ experience while aligning to your corporate brand and values The importanc...

Description   In this episode, Jan Mark Holzer, Senior Distinguished Engineer at Red Hat Inc. explores how having a data-driven approach in your briefing strategy can help gain insights to further customize your briefing program and deepen your relationship with customers.   Highlights:   How data enables us to get a holistic view of the customer lifecycle to identify the best opportunities to eng...

Description   In this episode, Nathan Pisik, Global Strategy Senior Advisor for the Dell Technologies Executive Briefing Program discusses the importance of building trust with the sales team to create customer-focused briefing agendas, that will ultimately help sales reach their goals and elevate the experience for customers.  Highlights:   The importance of having a collaborative partnership wit...

Description   In this episode, David Rogers, Director of Operations & Technology Integration at Microsoft explores the topic of analytics and performance measurement strategies that can help briefing programs achieve world class.   Highlights:   The importance of having a measurement strategy that measures success and meets the needs of stakeholders   Key metrics used to evaluate briefing prog...

Description   In this episode, serving as the second of two parts in a conversation on multi-center briefing programs, Ellen Barnes Pfiffner, Consultant at EBP Business Consulting, discusses how briefing programs can achieve consistency across multiple locations.  Highlights:   The most common structures of multi-center programs and how each one can achieve success through coordination  How virtua...

Description   In this episode, serving as the first of two parts in a conversation on multi-center briefing programs, Ellen Barnes Pfiffner, Consultant at EBP Business Consulting, explores the best practices for programs to reach excellence across all their locations.   Highlights:   The importance of sharing a common business strategy among all centers to maintain consistency   How centralized to...

Description   In this episode, Marcy Nelsen, Director of AT&T’s Corporate Briefing Program, shares insights on the best strategies to achieve world-class operations in your briefing program, and staying competitive in a continuously evolving industry.   Highlights:   The importance of storytelling and creating engaging experiences for customers  How situational fluency and clear communication...

Description   In this episode, Jesse Hanz, Director of Customer Experience at Schneider Electric dives into the Management category of the ABPM’s Characteristics of a World Class Briefing Program and how to create a strategy for success in management best practices. Additionally, Jesse offers some examples of important challenges he has faced and successful ways to overcome them.       Highlights:...

Description   In this revisited episode that’s part of the podcast’s world class theme for 2022, Candie Hurley, Trainer, Coach and Consultant with Benett Communications shares key insights on delivering world class virtual customer experiences, and how developing strategies that build true customer loyalty can be rewarding for your briefing program.  Episode Highlights:   Addressing the 5 elements...

Description   In this episode, Candie Hurley, Trainer, Coach and Consultant with Benett Communications shares what makes a briefing program world class, and how the characteristics set by the ABPM serve as a benchmark for organizations striving towards providing the best experiences for their customers.  Episode Highlights:   The origins of the Characteristics of World Class Briefing Programs and...

In this episode, Roxanne McCreery, President Emeritus of ABPM, provides insights from her unique perspective into the foundational years of briefing programs and the biggest strategic breakthroughs that took place in the industry. From elevating key elements such as automating processes and working with subject matter experts (discussion leaders) to facilitation and integrations with CRM tools to...

In this episode, Darby Mason-Werner, Senior Director, Client & Partner Strategy with the CXApp and our host, takes the time to share some of the key learnings and stories she’s gathered from this year’s CXApp Live! podcast guests, emphasizing the value in integrating creativity and technology in briefing programs to engage customers in a hybrid world.  Episode Highlights:   The importance of c...

In this episode, David Brull, Vice President of Global Accounts at kubik explains why many programs are turning to broadcast studios to extend their reach after going hybrid and the most important elements to keep in mind in order to maximize customer engagement when creating one.  Episode Highlights: Key reasons why briefing programs are choosing to implement broadcast studios   The physical requ...

In this episode, Dana Drissel, Chief Marketing Officer and Howard P. Stern, Creative Director & Mixed Reality Experience Strategist at Kaon Interactive, talk about how to deliver immersive storytelling with interactive technologies that allow briefing programs to genuinely connect with their C-suite audience and translate to a higher ROI. Episode Highlights: Stand-out customer experiences that...

In this episode, Jill Swartz from Dell Technologies Executive Briefing Program gives insights into how to build a strong discussion leader bureau and maintain it while strategically tackling the challenge of navigating from virtual to hybrid engagements. Episode Highlights: Overview of Dell Technologies global briefing program and how it evolved since the merger with EMC Foundational elements that...

In this episode, Patrick Muse shares his insights on how we can bring stories to life that touch our guests and provide them with moments they will remember long after their experience with our brand, team, and company. Episode Highlights: Patrick's unique journey into the briefing world The vision of the role of briefing programs to provide special moments for guests Centers that have provid...

Short Description In this episode, Bryan Hobbs shares his insights on the way technology truly elevates the customer experience. Episode Highlights: The evolution of the Google Cloud program Key elements currently being implemented for virtual briefings Biggest challenges being faced What ways does Bryan's team collaborate and support briefing managements to provide the most impact engagement...

Description In this episode, Trent Oliver shares her insights on how and why interactives will enhance guests’ visits. Learn more about what goes into creating interactives that achieve our goals and take our customers beyond.  Episode Highlights:  A better way to think about ‘interactive media’ How briefing programs approach if ‘interactive media’ is a good fit for their centers Who should briefi...

In this episode, Pam Evans shares her insights on staffing strategies for success. Learn about how to evaluate and define what staffing resources we need in the new normal. Episode Highlights: How briefing teams have been affected related to staffing Key things that programs need to consider around staffing for the near future Key “new positions” and “skills” that programs are looking to add to th...

In this episode, Tim Larson shares his insights on designing centers. With programs looking to reopen their centers, there are many elements to take into consideration for experiences now and the future across live, virtual, and hybrid experiences Episode Highlights: Positives came out of briefing programs/centers during COVID-19 The benefits of wellness rooms and how they work Where  briefing tea...

In this episode, Karen Bintz shares her insights on training discussion leaders for virtual briefings and beyond. Whether it’s virtual or in person briefings, learn how to empower discussion leaders to continue delivering engaging sessions that provide real value, build trust for long term relationships, and close business. Episode Highlights: Why discussion leaders are such an important part in t...

In this episode, Joe Perry shares insights and information on how to strategically reposition your briefing program to showcase your program's value company-wide by instilling the right changes that drive transformation.  Episode Highlights: How to audit the existing program and prioritize the right kinds of changes that  drive transformation Audit how your program is perceived by internal st...

In this episode, David Walford gives us a crash course on briefing tools as a foundational element for any briefing program and how a centralized place to manage operations can help increase team efficiency and productivity. Episode Highlights:  How data helps briefing program managers tie initiatives together What types of APIs can drive interactive experiences and engagement Building speaker age...

In this episode, we discuss with Ellen Barnes Pfiffner what lessons learned and elements we can leverage for future briefings across team management, staffing, content management, executive support - and identify new ways teams can work together to orchestrate the most impactful customer experiences.  Episode Highlights:  Using the past to help us shape and respond to unplanned and unexpected occu...

In this episode, Stacey Milligan addresses demonstrating the strategic value your briefing program brings to your company and identifying what data you need to provide and present as part of your program’s identity. Episode Highlights:  How to create a great experience when you don’t actually have a facility Look for support from executive staff Assess your own team and their level of engagement,...