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The CX Live!

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The CX Live! podcast is an interview-style show for briefing programs and meetings. Our goal is to be your dedicated channel for all things customer experiencer where we ask industry thought leaders the tough questions about building a world-class program. Each month we’ll explore a new topic or trend that impacts customer experience, employee engagement, digitization and more…We’re unfiltered. We’re authentic. We’re having a conversation… join in!
74 Episodes
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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 experiencesAccounting for the loss of white glove immersion The power of ‘Dr Pepper & Doritos’The simplistic nature of delivering an extraordinary moment by being extraordinarily humanSugges...
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 overcome survey fatigue and the rise of the Customer Effort Score (CES). Episode Highlights:The i...
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 Highlights:The most important shift in the briefing industry over the past 25+ yearsWhat she loves mos...
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 “care abouts” related to data collection and analyticsWays to refocus the collection of metrics in...
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 class. Episode Highlights:An understanding that this document offers the foundatio...
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 think, feel, and do How the Experience Framework guides the development of unique stories that...
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 whole different level of collaboration to all briefing phases The importance of building for...
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 can be valuable in the corporate world by supporting product releases, t...
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 briefing centers How AV technology is a tool that organizations can use to increase...
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 to executives and discussion leaders, providing metrics in dashboards, and evangeli...
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 share which podcast episode was their favorite, and key takeaways they learned and im...
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, and can help gain their support The value in creating internal resources to repor...
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 valuesThe importance of understanding that re-designing a briefing space takes time, and the value in patience ...
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 engage The importance of visualizing data in an accessible format to make it valua...
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 with the sales team to establish a focus for the briefing agenda, especially as virtual br...
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 program effectiveness The value of gaining immediate feedback to assess the impa...
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 virtual briefings are here to stay thanks to the value of virtual briefing platforms &nbs...
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 tools enable visibility and cohesiveness across various locations The headquarte...
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 among your team is key to operational excellence The value of customer feedbac...
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: Approaches for gaining executive support How a strategic busines...
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