The CX Live!

In this episode, Tom Sullivan walks us through the technical journey for hybrid and virtual briefings as we discuss the technical elements programs can evaluate and implement for the current and future state of how we deliver customer experiences. Episode Highlights:  The ‘once in a lifetime’ opportunity to design a corporate experience center from the ground up Working cross functionally with mar...

In this episode, Stacy Cummings addresses cultural and technological elements that the team at Verizon have identified as part of their global strategy for virtual and hybrid experiences across 5 locations.  Episode Highlights:  Briefing programs as a strategic tool to build and drive relationships Incorporating voice of customer How briefings have influenced Verizon’s webinar program Understandin...

In this episode, we sit down with Jillian Neasom of Citrix to tackle the challenge of bringing consistency to global programs in an effort to provide customer’s a unified experience representative of your company’s values and goals.  Episode Highlights:  How to raise your program’s profile beyond local centers Making a commitment to sales alignment in local regions Creating a strong blueprint for...

In this episode, we talk with Christina and Craig from Omnicell and get candid insights about what it’s like and what it takes to run a small briefing program with less staff, less budget, and fewer resources. Episode Highlights:  Small briefing center challenges Reflections on sharing responsibilities between 2 people  Being the wearer of multiple hats Addressing the blurred line between job role...

In this episode, we talk with Candie Hurley about the world of virtual and how to make truly meaningful connections, deliver satisfying experiences, and build loyalty amidst new strategies for virtual customer engagement.  Episode highlights:  Addressing the 5 elements of world-class customer experience How to pay more attention during the pre-purchase phase Shopping for a product VS shopping for...

In this episode, we talk with Pete Riddell of Derse about what it means to “choreograph unique” experiences for customers - in an effort to combat Zoom fatigue - and make your own virtual meetings/experiences stand out. Episode Highlights: Deconstructing and recognizing the building blocks of experiences Accounting for the  loss of white glove immersion  The power of ‘Dr Pepper & Doritos’ The...

In this episode, we are joined by the President of the Association of Briefing Program Managers , Elizabeth Simpson, as we reflect on challenges and transformations that 2020 brought upon us as an industry, acknowledge lessons learned along the way, and continue delivering impactful briefings through the New Year.  Episode Highlights: A quick recap of 2020 How members and supplier members aggregat...

In this episode, Paola Angeleri provides a deep dive on forging strong relationships with internal teams to create better touchpoints for the customer journey and instilling briefing teams with a culture of learning to deliver impactful experiences and virtual briefings. We cannot do it alone! Episode Highlights: Consider the briefing center ‘a stage’ Relationship building is an investment - and i...

In this episode, Roseanne Bell discusses the purpose of humanistic design in customer experience programs and the power of creating a comfortable environment for in-person and virtual engagements to support business goals, create long lasting relationships and build trust. Episode Highlights:  How design plays into customer-facing spaces Why the customer experience journey and physical environment...

In this episode, Kelly Reeves provides valuable information on the power of listening and addresses the most effective listening habits that make an important difference in our day to day business lives and executive briefing programs where we can be more focused, present, and effective with others. Episode Highlights:  Listening is one way we can make briefings as valuable as possible during thes...

In this episode, Karen Olivero gives us an exclusive look at what it takes to build a world-class briefing program (at Hewlett Packard Enterprise) from developing a unified team that is customer focused to incorporating your company’s culture.  Episode Highlights:  Sharing a complete laser-focus on the customers The drivers of briefing excellence (e.g. planning, discussion leader prep, customizati...

In this episode, Ann Benett highlights the power of a strong business plan, how to go about building one, and why they are so important for preparing and launching a new briefing center. Episode Highlights:  The value of speaking ‘executive’ language - i.e. a business plan  Why it’s important to keep your plan direct and concise (a page out of Guy Kawasaki’s playbook) Understand the audience you’r...

In this episode, Candie Hurley discusses the importance of benchmarking within customer experience and briefing programs to ensure that teams are planning, executing, and refining program initiatives that match with current industry standards and business trends.  Episode Highlights:  Assessing whether your program is behind the curve, playing table stakes, or an industry leader Benefits of outsid...

In this episode, Marshall Thompson discusses the enterprise shift of digital experience management and how curating impactful content that resonates with guests - across all forms of corporate messaging, branding, experiences, and in-room content - can create a more memorable on-site experience.  Episode Highlights:  Putting a definition/constructs around what digital experience management is How...

In this episode, John Kolesar talks with us about ways we can delight and create an emotional response with your customers that makes them want to come back to your center. We’ll look at ways to infuse customer experience programs with more creativity and human interest. Put your hands up and enjoy the ride! Episode Highlights:  Main goal of an EBC or customer experience center is to deliver and e...

In this episode, Ellen Barnes Pfiffner provides valuable insight into setting up strategy for and organizing efficient advisory boards. Through collaborations across the organization with key departments and individuals, you will have greater success in building a sustainable and effective briefing program.    Episode Highlights:  Form a committee. Fit it to your company culture and get other peop...

In this episode, Dave Rogers talks about Microsofts renowned briefing portfolio and the different types of experiences and journeys customers can “take” across any briefing or customer experience program. Episode Highlights:  A insider’s look at the variable experiences offered across Microsoft locations.  The power of setting up priority, industry vignettes.  Leveraging resources as a powerful wa...

In this episode, Dale Tesmond shares an interesting take on how neuroscience (the brain, behaviors, and cognitive emotion) play into  briefing programs and how experiences truly impact our guests. And that backed by science and experiments, you can better suss out authentic responses to what you’re delivering. Episode Highlights:  The effects of oxytocin and dopamine. Why truth testing is so impor...

In this episode, Candie Hurley addresses the importance of facilitation in briefing programs and the strategy required to strengthen customer relationships and accelerate the sales cycle. The role of facilitation is structure to ensure customer needs are fully expressed through the experiences we create for them by  sharing ideas, answering questions, and keeping their best interest in mind. Episo...

In this episode, we’ve brought together a panel of experts to discuss the current need for shift to virtual briefings. The current state of business is forcing several companies to reimagine their customer experience programs for short-term effectiveness and long-term sustainability. Each of the guests on this podcast bring a unique insight to the conversation from facilitation, to technology, and...

In this episode, Pamela Evans addresses the importance of getting executive buy-in for Customer Experience Programs and Executive Briefing Centers within an organization. When you have executive management support for your vision, only then can you up-level your program.     Episode Highlights:  Taking a “lean-in'“ approach to your role to take the necessary steps up the ladder to engage with...

In this episode, Russ Fowler discusses best practices in regards to planning for and opening a new center or renovating an existing one. Best efforts in planning and thinking through the customer journey should help alleviate some of the difficulties associated with these types of endeavors.  Episode Highlights:  Thinking about and creating personas to help jumpstart the planning process. What do...

In this episode, Leon Papkoff gives us insight into how he became a strategist and thought leader for Executive Briefing programs and discusses his outlook on customer experience, how to incorporate “CX” into briefing programs and why it matters. Episode Highlights:  Taking cues from other industries (like hospitality and retail) can help you incorporate a ‘white glove’ approach.  Customer journey...