Dive into the complete episode list for The CX Live!. Each episode is cataloged with detailed descriptions, making it easy to find and explore specific topics. Keep track of all episodes from your favorite podcast and never miss a moment of insightful content.
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Pub. Date
Title
Duration
15 Feb 2022
The CX Live! Episode 42 - How World Class Programs Achieve Operational Excellence w/ Marcy Nelsen
00:41:07
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 feedback in evaluating the quality of your briefing program
How providing regular analytics to executives on a regular cadence increases their awareness and support
The importance of a complete discussion leader engagement strategy to ensure successful engagements
How leveraging technology can optimize operations and create personalized experiences
Marcy is Director of AT&T’s Corporate Briefing Program in Dallas, Texas, and long-time member of the ABPM. Under Marcy’s leadership the AT&T program swept the World Class awards in 2018 winning in all 4 categories of Customer Experience, Management, Operations and Analytics. Marcy is also a member of the ABPM Advisory Board. Marcy graduated from the University of Illinois with a Bachelor of Science degree in Business Management and then earned her MBA in Marketing from Fairleigh Dickinson University in NJ.
01 Mar 2022
The CX Live! Episode 43 - How Multi-Center Programs Achieve World Class – Part I w/ Ellen Barnes Pfiffner
00:43:00
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 headquarters’ role in balancing the workload, giving regional centers more room to focus on their customer experience
How having defined standards and metrics of success provides a roadmap to reaching world-class
Ellen is a Management Consultant with over 20 years of business experience spanning sales, marketing, operations, customer experience and training. She advises and coaches briefing programs globally on how to achieve their goals, increase revenue, and how to be best in class. Ellen is so well-known in our briefing community and is perhaps the most frequent session leader at ABPM Conferences, Fall Workshops events and provides ABPM Core Competency courses via webinars. She is an ABPM Advisory Board member emeritus and received the ABPM “Hero Award” at the 2021 Spring Conference for her tireless work to provide valuable information and resources to our entire community as soon as the pandemic hit and throughout 2020. She’s now serving on the ABPM Hybrid Taskforce, and wrote the ABPM World Class Multi-Site Category and characteristics.
15 Mar 2022
The CX Live! Episode 44 - How Multi-Center Programs Achieve World Class – Part II w/ Ellen Barnes Pfiffner
00:35:25
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
The importance of regular communication among briefing center locations
Key insights in maintaining cohesive branding and customer experiences
What factors to use when defining segmentation criteria for global program location tier levels
Ellen is a Management Consultant with over 20 years of business experience spanning sales, marketing, operations, customer experience and training. She advises and coaches briefing programs globally on how to achieve their goals, increase revenue, and how to be best in class. Ellen is so well-known in our briefing community and is perhaps the most frequent session leader at ABPM Conferences, Fall Workshops events and provides ABPM Core Competency courses via webinars. She is an ABPM Advisory Board member emeritus and received the ABPM “Hero Award” at the 2021 Spring Conference for her tireless work to provide valuable information and resources to our entire community as soon as the pandemic hit and throughout 2020. She’s now serving on the ABPM Hybrid Taskforce, and wrote the ABPM World Class Multi-Site Category and characteristics.
01 Apr 2022
The CX Live! Episode 45 - How World Class Programs Achieve Analytics Excellence w/ Dave Rogers
00:51:03
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 impact of the briefings
How to adjust your analytics methodology for virtual vs in-person briefings
The importance of utilizing tools for collecting meaningful analytics and reporting to management
David has supported Microsoft’s Sales teams, Executives and top customers for the past 18 years. 10 years ago he took over leading Microsoft’s Executive Briefing Center Operations and in 2019 began looking after the entire portfolio of centers within the newly formed Customer Engagement Team. He now also oversees Executive Engagement, Sponsorship, and the Applications and Analytics team. David serves on the ABPM Advisory Board and regularly teaches classes on managing world class programs and how to use metrics and data to maximize results. He’s also graciously hosted the ABPM European Conference and made sure his Centers are included on ABPM conference and workshop tour days whenever possible.
02 May 2022
The CX Live! Episode 46 - Building Trust with Sales to Develop Customer-Focused, Outcome-Based Agendas w/ Nathan Pisik
00:46:55
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 briefings are shorter than in-person briefings
How briefing program managers can benefit from understanding the perspective of the sales team and use sales focused terminology to capture customer specific details and build trust with them
The value of embracing the ‘why’ to create meaningful briefings that address the customer’s objectives while clearly communicating your company’s purpose
How developing a methodology to offer an outcome-based topic catalog along with suggested discussion blocks that are delivered by qualified discussion leaders ensures global consistency
Based out of Headquarters in Round Rock, Texas, Nathan is responsible for leading Dell Technologies global content & Messaging strategy for the EBP, managing Briefing Consultant Enablement and training across Dell Technologies 11 global locations, and serving as a Discussion Leader facilitating and presenting in C-level executive briefings for Dell Technologies’s largest Enterprise customers around the world. Nathan holds Bachelor’s degrees in International Business and Chinese Language Studies from Texas A&M University. And he has served on the Round Rock Chamber of Commerce representing Dell Technologies for the last two years and has held a seat on the Board of Directors for the Texas Homeless Network, the largest Homeless advocacy group in the State of Texas since 2018. Recently Nathan was a first-time session leader at the ABPM Spring Conference.
16 May 2022
The CX Live! Episode 47 - How to Use Data to Identify Opportunities and Deepen Customer Intimacy w/ Jan Mark Holzer
00:50:09
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 valuable to a variety of stakeholders, including tracking account activity for the sales team
How evaluating pertinent data supports briefing program teams in building more impactful agendas that achieve customer objectives
The way tools and technologies can be useful in receiving alerts or subscription updates around new engagement and activities
How the use of data can inspire a data-driven approach in other departments of the organization, streamlining various processes
Jan has been with Red Hat for over 16 years when the company had about 400 employees. It now has over 20,000. His role in Red Hat covers many areas and organizations with a focus on emerging technologies and bringing customer/partner input into the various product/engineering groups. Jan is also the lead for Red Hat’s Executive Briefing program, focusing on strategy and continuous innovation to uplevel the experience. He consults on many of Red Hat’s executive programs and initiatives. In his role as a member of Red Hat’s CTO office he was also the architect for Red Hat’s relationship with Boston University and the creation of the Red Hat and BU Collaboratory. He works closely with many of Red Hat’s largest accounts and partners to help them deliver innovative open source solutions to solve their business challenges.
01 Jun 2022
The CX Live! Episode 48 - Strategies for Building Global Centers to Evolve the Experience w/ Simon Grice
00:47:50
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 importance of understanding that re-designing a briefing space takes time, and the value in patience when building global briefing centers
How to adapt the briefing center to its region and work with executive leadership around the world
The process of building brand new briefing centers from start to finish, and how to leverage technology to improve storytelling
How to create innovative and dynamic spaces such as boardrooms, theatres, broadcast studios or spaces for strategy sessions
In his role, Simon oversees the global Executive Briefing Program and also an internal creative agency called the Story Studio. Simon supports organizations in their efforts to transform, modernize and create a better experience for customers and employees. He is a hands-on practitioner who is passionate about making the world work better for everyone. Prior to joining ServiceNow, Simon was the Director of Project & Portfolio Management at CA Technologies. At CA, Simon performed several key roles focused on the integrated set of software systems that together optimize the resource utilization, presentation, and delivery of IT services. Simon’s 20+ years of enterprise software business experience began at Chorus Application Software, providing ERP solutions to a diverse range of vertical markets, where he was an implementation manager responsible for over 30 successful deployments of the software. His resume includes gaining government experience working as Lead Planner at Winfrith Nuclear site, run by the United Kingdom Atomic Energy Agency.
15 Jun 2022
The CX Live! Episode 49 - The Power of Creatively Promoting Your Program Internally w/ John Panek
00:47:48
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 report on the success of the briefing program, such as annual reports and newsletters
How to encourage the promotion of briefing sessions on social media to share with an entire network and increase awareness
The power of analytics in gaining insights that enrich the briefing program and evangelize its success
How empowering briefing team members to be more consultative and recognizing discussion leaders builds a stronger, more dedicated team
John Panek Senior Manager of North American Executive Briefing Program and Experience Centers, Zebra Technologies
John is known for his ability to foster powerful customer interactions, through account-based marketing, events and most recently in the Zebra Experience Centers. A hands-on professional with 27 years of experience marketing technology providers, channel partners and distribution. John has been recognized for the ability to plan and execute highly measurable marketing programs, impactful brand experiences, and effective corporate communications. And he was recently recognized as the 2021 Marketing Partner of the Year by Zebra North America sales leadership for his contributions growing the Executive Briefing Program.
05 Jul 2022
The CX Live! Episode 50 - How to Successfully Grow and Manage A Regional Innovation Center Program w/ Laurent Picot
00:32:39
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 evangelizing the value of the program across the company
The importance of communicating with new hires and the sales team on what the overall goals are to stay aligned with the same measures of success
Why it’s crucial to prove the value of your briefing program to executive management and continuously innovate
How the Salesforce Innovation Center incorporated virtual reality to add another layer of interactivity to their customer engagements
Laurent started his professional career as a technical writer having graduated from University outside of Paris with an engineering degree in Electronics. He then moved into writing administration guides for missiles, and became a tester of Telecom networks equipment. Having managed the Corporate EBC of Alcatel-Lucent outside of Paris, and moved to the Microsoft EBC in Brussels in 2013. Having joined Salesforce in 2015, Laurent now manages the Salesforce Innovation Centers (SICs) in London, Paris, Munich and Amsterdam which are aligned with the SICs in the US, actively supporting the business of Salesforce. Salesforce is one of the most innovative companies and the 4th largest Enterprise Software Company in the world. Additionally, Salesforce France has been listed as the Best Place to Work since 2018.
05 Jul 2022
The CX Live! BONUS Episode – Celebration w/ Darby Mason-Werner
00:23:34
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 implemented in their own briefing programs
Andrea Williams, Director of Marketing at Inpixon shares the journey of the podcast since its inception in 2020
Exciting updates on the new re-brand of the podcast, and what’s to come in the future
This episode features a variety of guests, including: Elizabeth Simpson, President of ABPM; Andrea Williams, Director of Marketing at Inpixon; John Panek, Sr. Manager North America Executive Briefing Program & Experience Centers at Zebra Technologies; Heidi Granado, Manager of the Executive Briefing Program at Equinix; Lisa Hansen, Staff Executive Briefing Manager at Illumina; Candie Hurley, Trainer, Coach & Consultant at GoProBriefings.com; Brian O'Neill, Capabilities Team at W. L. Gore & Associates; Coryn Connelly-Cabreros, Executive Briefing Manager at Autodesk; and Ellen Barnes Pfiffner, Consultant at EBP Business Consulting.
01 Aug 2022
The CX Live! Episode 52 - Trends in AV Technology to Elevate Visitor Engagement with George Astacio Jr.
00:40:17
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 employee retention, improve productivity, add excitement to their program and encourage guests to visit in-person
Key considerations to keep in mind when evaluating if you need to introduce new AV technologies or upgrade existing ones in your program
Ideas for maintaining a strong relationship with your AV Partners to stay informed about technology to align to your short and long term needs
George has over 25 years of technical marketing and customer experience success, having focused on providing thought leadership, strategy and growth for enhancing the way you engage with your customers. Implementing leading edge customer engagement techniques, especially when it comes to integrating technology to create immersive brand experiences, George has the ability to grasp the technical and human side of technologies. George has contributed to many beautiful yet innovative Briefing Centers including McAfee, Boeing, and SAP just to name a few. Currently, George is the Client Experience Manager for Enterprise at Jupiter Systems, a 40-year-old innovation company focused on real-time collaborative visualization technology.
01 Sep 2022
The CX Live! Episode 53 - Opportunities for Applying Technical Expertise to Managing Customer Experiences with Jennifer Anthony
00:55:04
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, testing hardware and software for efficiency in the field, educating other employees and finding new solutions
The importance of speaking the customer’s language to build trust and tell a story that evokes a feeling that makes your briefing experiences memorable
How to use expertise to have empathetic and insightful conversations with customers while facilitating conversations between customers and discussion leaders
Ideas for building genuine spaces within a physical center based on one’s technical knowledge and deeper understanding of what will resonate with your guests
Guest Thought Leader:
Jennifer Anthony BSC (HONS) Therapeutic Radiography and Customer Engagement Manager, Elekta
Jennifer was qualified as a Therapeutic Radiographer in 1997 and worked clinically treating cancer patients in prestigious hospitals in London for 10 years. In 2004, an opportunity came up to work at Elekta in new product development for radiotherapy projects. While there, Jennifer led a team of radiographers working on Elekta’s product portfolio. In 2018, she moved into Global Marketing to manage Elekta’s first Executive Briefing Center and is currently a Customer Engagement Manager.
30 Sep 2022
The CX Live! Episode 54 - Reimagining Collaborative Briefing Experiences with Sid van Wijk
01:00:53
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 scale and flexibility including various approaches for designing the initial physical briefing center space and amenities
How to immerse your guests in the tools even before their engagement date so they can drive the objectives and the agenda to a more positive outcome
Ideas for elevating the hybrid briefing experience including moderators who advocate for both virtual and in-person guests
Thinking “outside the box” and being flexible when defining the customer journey such as changing from “talk, talk, talk” to “talk, show, prove”
Sid started presenting professionally when he was 17, about online gaming. This experience led him to launch a Presentation Design Bureau only a few years later - kick started by a new presentation tool at that time: Prezi. He did all of this while getting his engineering degree at university.
In 2015, Sid joined NetApp where he discovered Executive Briefing Centers. In May of 2022, Sid joined Miro, taking all that presentation and Briefing experience and creating Miro's very first Briefing Center Program based in Amsterdam.
01 Nov 2022
The CX Live! Episode 55 - Customer Experiences That Inspire Action with Emily Kester and Marshall Thompson
01:00:15
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 resonate with customers by tapping into how humans communicate on an emotional level
Tips for ensuring the customer journey through your space addresses the right elements to achieve your goal, specifically a sense of safety that grounds the rest of the experience so guests can receive what you are sharing
New ways to leverage experiential environments to demonstrate key corporate values that inspire your internal stakeholders including your discussion leaders
Ideas for creating more inclusive stories that resonate with a new breed of today’s decision makers - sustainability, equity, collaboration
As Creative Director of the Storybuilding team at Hyperquake, Emily brings a high level of creativity to every immersive experience she creates. With a strong experience design background, Emily has helped create experiences of all shapes and sizes for clients such as Walmart, Cummins, Procter & Gamble, and HPE. As a strong female leader, she brings a seasoned thought leadership in addition to a high level of empathy, humor, and hard work to every team she is a part of.
Marshall has spent the last decade helping the world’s largest brands accelerate their most valuable opportunities through impactful storytelling, and memorable experiences. His diverse experience has spanned across hardware, software, and consultative services for the EBC space. He is passionate about helping businesses evolve with unconventional, disruptive thinking. Marshall is a recognized thought leader in the Executive Briefing space, with a focus on how immersive brand experiences can help build lasting relationships and drive revenue.
01 Dec 2022
The CX Live! Episode 56: A First Look at the ABPM's Updated Characteristics of World Class Briefing Programs
01:04:26
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 foundational principles that briefing programs reference for each of the five categories: Customer Experience, Analytics, Management, Operations, and Multi-Center Programs
The importance of the characteristics within each of the five categories, how they continued to guide briefing teams through the pandemic, and remain applicable for programs
Key insights from each of the five thought leaders who were interviewed along with examples they shared for achieving world class
A review of the process for making changes to the document, a “first look” at those changes and the thinking behind them
Inspiring words of wisdom for briefing programs as we move into 2023
Elizabeth has been with ABPM for over 20 years and took on the role of President in 2018. She works closely with Briefing Program teams to understand their challenges and to provide resources that will help them successfully meet those challenges. She has been instrumental in strengthening services and evolving ABPM as an organization.
Candie supports briefing professionals in benchmarking their programs across the briefing industry. She also delivers training and coaching to help briefing programs create more impactful customer experiences that strengthen customer relationships, uncover new business opportunities, and accelerate the sales cycle. A frequent session leader at ABPM conferences, she is also very involved in facilitating ABPM advisory board discussions to continue advancing the briefing profession.
09 Jan 2023
The CX Live! Episode 57: Measure, Analyze and Report EBC Program Effectiveness to Impact Executive Support with John Heiman
00:57:12
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 analytics
Ways to refocus the collection of metrics into two main categories: Effectiveness and Efficiency
The power of the Net Promoter Score to demonstrate briefing impact on changing customer sentiment
The top 3 most impactful metrics to report to executive management
Strategies for communicating with executives for buy in on your long term program requirements
How to build advocacy for prioritization with IT teams to utilize CRM tools for reporting briefing program influence
John has 30+ years of innovative experience in driving measurable growth through implementation of strategic experiential marketing programs.He oversaw Sprint’s Experiential Marketing Department, including the EBC Program for 14 years. John served on the ABPM Advisory Board for 10 years and is a frequent session and workshop leader often focused on strategy and analytics. Sprint has been presented with over 25 APBM awards including Program of the Year in 2014. In 2016 John was awarded the ABPM President’s Service Award.
06 Feb 2023
The CX Live! Episode 58: Icons of Impact - Ann Benett
00:37:57
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+ years
What she loves most about the briefing profession
How the pandemic changed the briefing landscape and positive outcomes
Key hurdles briefing teams need to overcome to gain credibility with executive management
Three key strategies for today’s briefing professionals to: looking outward, looking inward, looking forward
Ann Benett Former Manager of the Global Executive Briefing at Apple & President of Benett Communications
Ann began her briefing career as Manager of the Global Executive Briefing Program at Apple. In 1999, she founded Benett Communications - the first consultant firm that was completely focused on helping build and support briefing programs around the globe. She has been a leader and an integral part of the ABPM Community from nearly the time ABPM was founded. After 23 years leading Benett Communications, 11 years at Apple, 6 years with Silicon Valley startups, and her first job at WDIV-TV Detroit, Ann is happily retired from the executive briefing world.
01 Mar 2023
The CX Live! Episode 59: Best Practices that Impact the Customer Experience with Adam Alfia
00:40:50
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 importance of training team members to actively address customer pain points and provide next level customer service
Why the first interaction matters and impacts the remainder of the experience - positively or negatively
The Service Recovery Paradox and how to empower your team to make decisions that increase customer loyalty
Key insights into developing a 2-way feedback mechanism that encourages customer responses and suggestions for overcoming survey fatigue
Technologies that allow customers to give real time feedback and make them feel they have made a difference in the process
The value of the Customer Effort Score (CES), a way to measure success and ease of customer interactions
Adam is a serial entrepreneur and currently involved in over 25 businesses. He started a European auto repair shop out of college, expanded to 4 locations and sold them all in 2005 for $7.5M. He then founded Maestro, a white-labeled virtual personal assistant service catering to the automotive industry with clients including Infiniti, Nissan, Mitsubishi and Subaru. Most recently, Adam is the Founder and Managing Director of Real Time Feedback, an important tool that helps companies learn more about customer experiences as they happen, giving them a chance to correct issues. Additionally, Adam manages a successful chain of restaurants called Shell Shack.
22 Mar 2023
The CX Live! Episode 60: Mission-Driven Storytelling - Developing a Content & Messaging Strategy That Tells an Unforgettable Story with Nathan Pisik
00:51:57
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 curiosity.
Episode Highlights:
Keys to effective mission-driven storytelling including authenticity, transparency and focusing on the impact of the organization’s work
How to utilize curiosity-driven questions to drive compelling stories
The formula for developing “visual evidence” and then “context” while highlighting specific briefing program that cause us to “look at this thing”
The possibility of providing ways for guests to learn more about themselves when engaging within our Centers
Addressing the challenges for programs to achieve mission-driven storytelling
The distinction between technology that enables innovation and those we use to take care of things that are not our engines of innovation
Advice for telling the truth in order to elevate our outcomes and strengthen relationships that serve a greater purpose
Nathan Pisik Global Leader in the Executive Briefing Program World and "Professional Raconteur"
Nathan has developed, led, and scaled global Content & Messaging strategy for some of the largest and most respected Technology companies in the world. Most recently, Nathan served as International Head of Content & Messaging at Google, overseeing global content strategy and serving as The Central Region Briefing Program Lead tasked with launching and managing Google’s burgeoning CloudSpace Briefing Program in Austin, TX.
Prior to joining Google, Nathan led global content & messaging strategy for the Dell Technologies Executive Briefing Program, managing Briefing Consultant Enablement and training across Dell Technologies 11 global locations, and serving as a Discussion Leader Developing, Facilitating, and Leading Design-Thinking and Innovation Workshops for Fortune 100 executives from around the world.
Nathan has served as a session leader at three ABPM conferences since 2021 and has been a keynote speaker at various industry events. He holds degrees in International Business and Chinese Language Studies from Texas A&M University.
31 May 2023
The CX Live! Episode 62: Every Conversation Counts - Building Extraordinary Relationships with Riaz Meghji
00:58:20
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 meaningful insights during our conversation that you won’t want to miss!
Episode Highlights:
How to create space for people to show up as their authentic selves instead of overwhelming them with data
Key approaches to “make small talk bigger” including asking questions in a way that prompts deeper responses
The importance of “listening without distraction” and how to be confident in our preparation to allow for improvisation
Ways to “convey credibility before vulnerability”... modeling how to share imperfections which allows others to do the same
Practicing “making people feel famous” through specificity, milestone moments and gratitude
How “empathetic curiosity” can ease anxiety around difficult conversations and help us show up in better ways
Steps to encourage stories that evoke positive emotions - “trials, transitions and triumphs”
Powerful Quotes:
“Real Connection is the ability to admit imperfections.”
“Efficiency is the enemy of human connection.”
“Connected leaders give their people permission to get personal.”
Riaz Meghji Human Connections Speaker, Author and Executive Coach
Drawing on his almost two decades of experience as a broadcast interviewer and presenter for brands such as Citytv’s Breakfast Television, MTV Canada, CTV News, and the Toronto International Film Festival, 'Every Conversation Counts' author Riaz Meghji now serves as a human connection keynote speaker, helping leaders build trust, meaningful relationships and collaborative cultures in our new world of work.
His practical insights have been featured in various publications including Harvard Business Review, Fast Company and Financial Post.
01 May 2023
The CX Live! Episode 61: Icons of Impact - Barb Anderson
00:56:11
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 strategies for achieving your vision.
Episode Highlights:
Building the award-winning Boeing Briefing Program and Collaboration Center in DC
How leaders have a vision for the future and continue to deliver great value
The power of the ABPM World Class Characteristics - timeless and flexible
The importance for leaders to “cast long shadows” by empowering and involving their team
Strategies for creating memorable experiences that focus on the customer first
Advice for today’s briefing professionals - Be Bold, Speak Up, Say YES to new opportunities
Guest Thought Leader:
Barb Anderson Formerly Director, Customer Engagement with Boeing Defense and Space Systems Happily Retired
Barb joined McDonnell Douglas in 1984 and was involved in Communications activities for the next 20 years – through the 1997 merger with Boeing and beyond.
In 2004, Barb became the Director, Customer Engagement for Boeing Defense and Space Systems. She had a team of 70 people located at a dozen sites across the US, who’s number one job was the flawless planning and execution of senior customer meetings, special events and Air & Trade Shows. She reported to the VP of business development who reported directly to the President of Boeing Defense.
In 2011, Barb began a four year journey to design and build the Boeing Collaboration Center at the new Boeing Headquarters in Washington, DC. She led her team to achieve World Class status – winning 3 ABPM Awards including World Class Management in 2016 plus World Class Center in 2016 and World Class Planning in 2017. Barb served on the ABPM Advisory Board for 3 years from 2015-2017.
After 33 years with McDonnell Douglas and Boeing, Barb retired in 2017 and has continued to stay active with the ABPM often volunteering at Conferences and Workshops, ensuring that new and experienced members alike continue to gain valuable insights from our briefing community.
05 Jun 2023
The CX Live! Episode 63: Demonstrating Your Program's Impact with Storytelling Through Data with Renee Niebylski
01:01:31
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 program and team success as well as future program expansion.
Highlights:
Strategies for understanding a briefing program’s current story including listening to many different points of view
How to define your program’s internal audience and key executive or group stakeholders’ care-abouts
Ways to analyze your data to craft stories that align to your audience’s specific care-abouts and objectives
Methodologies for reporting to achieve desired outcomes - additional resources, geographic expansion, filling the briefing pipeline at specific times, etc.
How to market yourself and your program for inclusion in highly visible meetings - CMO All Hands, Sales & Marketing QBR, Regional Monthly Calls, etc.
Effective ways to manage reporting tools and build a master presentation layered for immediate delivery to any audience
Avoiding “Data Vomit” - ways to provide just the right amount of detail during presentations and when providing access to dashboards
Renee Niebylski Director, Global Experience Program at Crestron
Over the past 16 years, Renee has held nearly every role in the briefing and experience world. From her early days as a Briefing Consultant to General Manager of global teams, she has driven strategy for well-known briefing programs including Sprint/Nextel, VMware, and Polycom/Poly.
Renee is now starting a new program and leading the Global Experience Team at Crestron Electronics.
A native New Yorker, Renee relocated to the DC Metro area about 25 years ago and has just moved to Maryland with her husband and 12 year old daughter to lead the Crestron team.
28 Jun 2023
The CX Live! Episode 64: Designing Customer Experiences to Expand Your Program's Impact with Steve Deitz and Susie Tobin
00:51:37
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.
Highlights:
The importance of ‘Customer Experience” - both Program Excellence and Center Design
Key elements to consider when creating an experience that tells your corporate story - How to Customize, Scale, and Maintain the Experience
Incorporate gathering metrics that your management cares about while building an Experience - Platforms such as Adobe Analytics and Unity Analytics
New Trend - the development of “Practical Applications” with Briefing Program and other stakeholders’ use cases in mind (Royal Caribbean Safety Command Center example)
How to effectively leverage the Briefing Program Customer Experiences for the Employee Experience
Recommendations for “Breaking the Script” when designing memorable experiences
In 2009, Steve founded 900lbs, a Dallas-based experience design agency. He leads a talented team (also known as a design and development Special Forces Unit) specializing in interactive customer engagement, technical software development and high-impact visual content to showcase the art of the possible.
With an arsenal of cutting-edge tools, 900lbs brings complex ideas to life driving business results for customers such as: Amazon Web Services, NTT Data, Bell Flight, Royal Caribbean, Textron Systems, Volvo, PepsiCo, Dallas Cowboys, Hewlett Packard Enterprise, and Shell Oil.
Steve is a 2000 graduate in Design Communications from Texas Tech. He was a 2018 honoree of Dallas Business Journal’s 40 under 40 and Dallas Innovates Future 50 in 2023. Steve is happily married and lives in Plano, Texas. He enjoys the outdoors, traveling, technology, drawing, camping, and Da Bears!
Susie brings her passion for unique and extraordinary experiences along with her knowledge of the corporate world to support all aspects of the go to market and growth strategy. Susie spent a number of years in the IT industry always with the customer top of mind. Her global experience included leading teams in building and managing briefing programs and events. She thrives when creating and developing memorable customer experiences.
A graduate of the University of Oklahoma, Susie lives in Frisco, TX with her most favorite miniature schnauzer, Poppy. She loves the outdoors, golfing, and spending time with friends and family.
28 Jun 2023
The CX Live! Episode 65: Elevating Customer Conversations Through Dynamic Delivery with Corey Hansen
00:59:20
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 conversations with our customers.
Highlights:
Similarities of “performances” on the theatrical stage and the corporate stage
Understanding Dynamics: Physical space, people, macro and micro levels
Foundational Principles including clearing the distraction and getting to action
Implementing the 4-A Way of Dynamic Delivery model (reference graphic): Audience, Atmosphere, Action, Actor
Content guidance for Discussion Leaders: “Expectations Set, Expectations Met”
The Importance of being prepared, not “winging it” and not ‘prejudging”
Corey blends strategies and techniques from theatrical and corporate stages to help briefing professionals deliver their most confident and engaging performances. Corey earned his Master of Fine Arts degree in Acting at UC San Diego then earned membership in actors’ unions. Following his passion for teaching, Corey served as Professor of Acting at the University of Washington Graduate School of Drama.
While at Sprint, Corey held management positions in multiple disciplines including expanding roles in the Executive Briefing Program as Solution Demonstration Manager, Briefing Consultant, and General Manager of the award-winning Sprint Executive Briefing Program, selected as ABPM Program of the Year in 2014. Following Sprint’s merger with T-Mobile, Corey served as Senior Manager of the Executive Briefing Program.
A member of ABPM since 2013 Corey has attended and presented at Conferences and hosted the 2022 Fall Workshop attendees to the T-Mobile Experience Center in Kansas City.
29 Sep 2023
The CX Live! Episode 66: Strategies to Build/Grow Your Briefing Team and Program Offerings with Procore
01:16:37
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, this is a success story that inspires!
Highlights:
How the Procore briefing program began in 2020
Stages in the evolution of APEX, the Procore briefing program
The gift of Executive Buy-in and Sponsorship
Knowing the Construction industry and creating unique “white glove” Procore experiences
Expansion to internal, external and industry relevant engagements
The power of Processes, Tools, and Solution Partners
The Procore team’s vision for the coming years including international growth and formalizing the Executive Event program
Jessica Gass Senior Manager, Field and Executive Marketing, Procore Jess currently manages the briefing program as well as field marketing and other executive event programs at Procore. Her previous experience includes roles in field marketing at BMC and Cloudera as well as some Marketing generalist roles at early stage startups that were acquired into those companies. Her early career included concierge work at the Hyatt and an overnight bellman role at the Four Seasons which really spurred her interest in delighting people and not really ever being able to say no (which has been both a blessing and a curse - her team can attest).
Simone Sterling Executive Program Marketing Associate Member, Procore After graduating with a sports marketing background. She has pursued her roles in events over the last 10 years in nonprofit events, sports events, tradeshows and now executive events. Cheyanne Faulkner Executive Event Program Associate Member, Procore With her early roles at WeWork and Zendesk in marketing events and hospitality, Cheyanne has always had a passion for making people feel welcome and connected ever since she was a kid. Cheyanne’s first time interaction with ABPM was at the Boston 2023 conference!
30 Oct 2023
The CXLive! Episode 67: A Journey from Briefing Program Manager to Global Event Consultant with Rebecca Bucher
00:51:20
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 negotiating contracts for hotels, AV, transportation, and other services. Rebecca specifically addresses how important it is to look for and uncover hidden costs when negotiating on her clients’ behalf.
Highlights:
Rebecca’s career with Xerox where she held many different positions
The road to managing the Xerox Briefing Program
Her introduction to and ongoing relationship with the ABPM Team
How to leverage the power of global players to address clients’ needs
Specific event elements Group Business clients should know when looking to secure hotels, AV, transportation and other services
Rebecca worked for Xerox Corporation for more than 20 years and held numerous positions including Manager of their Briefing Program. She has been an active member of ABPM since 2000 participating in every conference, hosting Tour Day in their NYC Center, and also served on the ABPM Advisory Board.
Today, Rebecca is an associate with HelmsBriscoe, the global leader in meetings procurement. In this role, she offers an easy and cost-free alternative to the time-consuming and costly aspects of finding and contracting a hotel for group events. Rebecca has received their President’s Club Award 11 times. And, the ABPM staff relies on Rebecca to find, negotiate and contract hotel locations for all their conferences.
04 Dec 2023
The CX Live! Episode 68: 2023 Year in Review with Jaxlyn Werner
00:19:53
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 the box.
Highlights:
A review of all 11 episodes of our 2023 thought leader interviews
Key topics of interest provided in each episode
Important resources referenced by our interviewees
A look ahead to our 5th season of The CXLive! Podcast
Artist, Entrepreneur, Honor Student, Tinker, Athlete and a leader for our next-generation, Artveva
Jax just turned 12 and is currently in 6th grade at the same middle school I attended! She loves math and science and is on the Principal’s Honor Roll. She loves the arts including musical theater. She recently won 1st place in 2 drawing categories in 5th grade and has created a number of painting series including one for Ukraine relief efforts last year. Her creativity is showcased in her pop up Art Booth where she sells her paintings, bracelets, stress balls and more. She plans to start her own Etsy site very soon called Artveva.
Jax has a mechanical mind like her dad. She’s so curious, taking things apart and figuring out how to put them back together. Thank goodness she also has a scheduling mind like me. She is very athletic having been involved in dance, gymnastics, tennis, basketball, and volleyball over the years, now focusing on her latest passion: Karate.
Jax stays informed about what is going on in the world and is defining her own voice. Needless to say, we are very proud of her and are so excited for the next steps in her journey.
And her journey to the briefing world was an obvious one. Already a veteran of ABPM events, Jax attended her first ABPM Spring Conference in 2012 in Boston at 6 months old. Many of you may remember meeting her there and seeing her again at Solution Partner Showcase events when held in Santa Clara before we moved home to Redding, CA in 2016. And of course, I couldn’t resist sharing photos of her in opening slides when teaching ABPM sessions. Thank you to so many of you for your care and interest in her life over the years.
08 Jan 2024
The CX Live! Episode 69: Managing and Growing Your Global Multi-Site Program with Ricken Patel
01:04:25
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 globally unified team that moves together, celebrates together and learns together.
“Democratize and evangelize your data - being more open with our data has allowed us to build tighter relationships, get access to the right people, and even get some funding out of it. The more people know about what you’re doing and bringing to the table, the better off you’ll be.”
Highlights
The Cisco Global CXC Program defined including locations, team member roles, demos and onsite requirements
How to fast track the build and launch of a new regional center while implementing a new service model
The importance of referencing the ABPM World Class Characteristics
Management
Functional organization
Communication
Move Together
Celebrate Together
Learn Together
Embracing so called “Rogue Centers”
Operations
Vision - how to set priorities according to your “North Star”
Tools & Resources - driving strategy through consistency
Processes - Common vs Local
Branding / Experience
Consistent branding across locations
Daily communications to provide consistent experiences
Analytics
The motto of “share all data!”
Curating self-service dashboards by personae
Partner with “sister teams” for executive insights
Lessons Learned including ‘Be extremely curious’, ‘Right-size advice and best practices’ and ‘Democratize and evangelize your data’!
Ricken Patel Senior Leader, Global CXC, Cisco Ricken is responsible for the Global Cisco Experience Center program. He and his team are accountable for helping their sellers execute high level engagements across all 11 CXC locations. The team’s purpose is to connect their customers and partners with the best of Cisco.
Ricken graduated from San Jose State University with a Bachelor's Degree in Industrial and Systems Engineering and immediately began working for CIsco. His entire professional career has been with Cisco including a number of interesting and challenging roles within the Sales organization.
Having attended ABPM conferences since 2019, Ricken presented his first session at the ABPM Fall Workshops in San Diego this past October.
04 Feb 2024
The CX Live! Episode 70: How to Prioritize Your Team and Community to Build a Better Program with Jackie Haywood
01:02:12
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. From Advisory Boards and Speakers Bureaus to the Voice of the Customer, Jackie highlights ways to build both internal and external community partnerships to help programs evolve and grow.
“Never underestimate opportunities that could come from very unexpected places (i.e. serve on a committee, give an opinion, be part of a project)...It could influence your future career. As managers, we must be willing to do whatever it takes to support your team for success! Never stop supporting each other and always stay in touch with your network.”
Highlights
An overview of Aetna, creating the Aetna Customer Center and team
The importance of Executive Support and being flexible
Expand your program and space to external community initiatives
The Aetna Customer Center program differentiators and best practices
Guiding principles for building a strong and motivated team
Advice for EBC Program Directors to Pay it Forward
Expanding team member roles to align with interests and strengths
Strategies to build support from the internal Aetna Community: Advisory Boards, Speakers Bureau, Voice of the Customer
Impactful contributions that leave a legacy
How to transfer skills learned in briefing programs to our future careers
This blog contains inspiring posts on a variety of topics, each with universal life lessons that are both relevant and relatable.
Guest Thought Leader
Jackie Haywood Former Director of the Aetna Customer Center In her 35 years with Aetna, Jackie held multiple positions including Implementation Manager in National Accounts Sales Support before moving to the Aetna Customer Center first as the Operations Manager and then promoted to the team’s Director.
Jackie managed the proposal and building process for the new Aetna Corporate Executive Briefing Center. She was responsible for all aspects of managing the Center and team, including program development, staff, budget, marketing initiatives, internal & external communications, sales, training & experiential display elements.
Jackie assembled a diverse team representing external suppliers & business partners from various professional disciplines (content writers, exhibit designers, media, construction, audio-visual) as well as company-wide business leaders and subject matter experts. She determined program specifications, design requirements, overall content and business objectives for the Center, which was the first of its kind in the healthcare industry and was LEED Silver-certified upon completion.
05 Mar 2024
The CX Live! Episode 71: New Approaches to Ideate, Build and Measure Interactive Spaces with Brittany Bell of Deep Local and James Chester of Gumband
01:25:08
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 teams need to understand.
Highlights
A different approach to the Ideation Process - bring Creatives and Engineers together from the start
Key principles of “showing, not telling” and the concept of learning through play
Keeping experiences focused on a singular message using levels known as “Wading, Swimming, Diving”
Future proofing with technology - ensuring spaces can evolve over time
Applying an integrated approach for platform control and measurement
Being prepared for Day 2 - the concept of installation as the starting line
Strategies for working with partners - collaboration, communication, and transparency
Gathering stakeholder voices, and keeping the process on track via roles, not people
The importance of playtesting and prototyping in the build phase - why testing design assumptions pays off
A 6 step Process - from “concepting” to “install and wrap-up”
Gumband design - flexible and modular to integrate numerous technologies
Measurements including collecting, storing and displaying data on both passive and active engagements helping to determine future content strategies
Brittany Bell Managing Director, Deeplocal Brittany Bell is the Managing Director of Deeplocal, an award-winning creative technology and experience design company. She has nearly a decade of experience in project management, interactive exhibit design, integrated marketing strategies, consumer insights, brand communications, customer experience, and events.
At Deeplocal, she works with brands to create permanent interactive spaces that evoke playfulness, and build emotional connections and loyalty with their customers. As a forward-thinking business leader, she has the ability to distill complex ideas into easily understandable content and project plans. She excels at motivating large, cross-functional groups to align around a single goal and balancing multiple deadlines while maintaining an organized, yet creative, approach.
James Chester Managing Director, Gumband James Chester is the Managing Director for Gumband, an award-winning SaaS platform that allows brands to control and measure their interactive environments in real time from anywhere. With his expertise spanning architectural design, marketing and tech, he has worked on multi-million dollar building and development projects, and led the digital transformation of Samsung's global media business at Starcom.
In 2021, he oversaw the launch of Gumband as a product division out of Deeplocal. Since then, Gumband has powered experiential activations and spaces for global tech and retail brands.
Clients: Google, Stripe, Meta, TikTok, Museum of the Future, Activision, Linkedin, Spotify, Netflix, etc
29 Mar 2024
The CX Live! Episode 72: Beyond "Wow Factor", What is an "Immersive" Experience? with Mark Coxon & Joe Whitesides of AVI-SPL
01:03:30
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 spaces and experiences. From examining what is 'Wow Factor’ and the need to prepare our audience for messaging, to studying how to create truly immersive experiences, we discuss ways of stacking senses like understanding vision and auditory more deeply, plus exploring techniques like coding memories, the newness of content, contrast of scale and transporting via the narrative just to name a few. Get ready!
Highlights
Examining “Wow Factor”
A World of Overstimulation
Sensory Resetting
Preparing for the Message
Interrupt for Attention to Drive Action
Providing Less Choices
Using Novelty and Scale
Peripheral Vision vs Foveal Vision
Stacking Senses
Newness of Content
Contrast of Scale
Appeal to the Senses
Neuro Linguistic Programming (NLP) - Coding Memories
Mark Coxon Director of Business Development, XTG Division of AVI-SPL Mark has been in the technology industry for the last 23 years and has a wide variety of experience in the design and implementation of workplace technology. Mark’s current role with XTG involves supporting conversations around the future of work and executive briefing center programs with some of the world’s largest companies. Although Mark has a deep technical background, his real passion is working at the intersection of physical space, behavioral psychology, and technology design to create real impact. Mark writes for several trade publications and is a regular guest on several podcasts and industry panels. He also teaches a workplace technology workshop for AVIXA (Audio Visual and Integrated Experience Association) on Creating the New Connection Center.
Joe Whitesides Director of Experience Technology, XTG Division of AVI-SPL Joe has over 25 years of experience in the AV industry serving as systems designer, executive manager, and consultant. Joe works with clients in a variety of markets, including experiential environments, associations, large law firms, banking, defense contracting, and federal government. As a leader, Joe has worked to develop teams and improve processes from sales to installation, while striving to provide industry-leading customer service. As Director of Experience Technology, Joe leads a team designing systems for Corporate Experience and Briefing Centers, working on international projects. Joe maintains certifications from a variety of manufacturers and industry partners (including CTS-D
05 May 2024
The CX Live! Episode 73: The Benefits of Connected Balance for Briefing Professionals with Kathy Sebuck
01:14:07
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 personal and professional endeavors.
Highlights
The 4 Cs - Briefing World Takeaways
Community, Connection, Collaboration, Communication
Perspectives for coping with change and uncertainty
Ancient Wisdom/ History, Growth Mindset Tools, Personal Development, Conscious Leadership
How to set boundaries, focus on strengths, know our job is not our value
The “Connected Balance Experience”
Core Values, Your body’s intuitive guidance system (HeartMath and Neuroscience), Transformational Presence, Positive Intelligence Tools
Remember the Golden Rule - kindness, gratitude, positivity
Kathy is an award-winning strategic thinker, entrepreneurial leader, athlete, author, public speaker, and Fractional CMO with over 25 years of corporate tech sales and marketing leadership expertise working for Fortune 500 enterprise software companies in the public, private, and nonprofit sectors such including Sun Microsystems, Verisign, Microsoft, Citrix, SAP, and Amazon Web Services.
For 10 years she physically built and managed corporate briefing center programs at Sun Microsystems and Verisign. In 2019 she launched Marchitecture and offers services rooted in conscious leadership, growth mindset tools, and proven marketing communications best practices to build successful business strategies using storytelling. Her heart-centered approach is grounded in the neuroscience of HeartMath and a term she created called “
04 Jun 2024
The CX Live! Episode 74: Addressing Our Stress - From Depletion to Renewal with Shlomi Haster
01:01:00
In this second episode of our mini-series exploring the power of a positive mindset, Shlomi Haster, Growth Mindset Expert, Speaker, Podcaster and Stress Management Specialist, shares his powerful techniques for recognizing and shifting our mindset related to stress. From challenging our default mindset and inner critic, to focusing our energy to harness stress for positive outcomes, Shlomi guides us to identify our own unique stress, our common predictable stressors and levels of our stress signals. He’s created a "Stress Management Workbook for The CX Live! Podcast Listeners" that includes a “My Stress Profile” and “3-step Mindset Change Method for Real Time Stress Management” to help us live a more fulfilling life.
Highlights
Defining Stress - specific vs chronic, our core beliefs and their impact
Changing our Mindset Related to Stress - “peak performance”, harnessing energy to cope, our “default mindset”
Shlomi Haster Growth Mindset Expert, Speaker, Podcaster and Stress Management Specialist, Mindset.org.il As a passionate advocate for personal and professional growth, Shlomi finds joy in witnessing individuals flourish, develop, and achieve success. This deep-rooted passion led him to the intersection of organizational Learning and Development (L&D) and personal growth mindset. With a BA in Human Behavior and an MA in Organizational Science, Shlomi has worked in startup and high-tech environments for 15 years, primarily in Learning & Development functions.
For 5 years, Shlomi has hosted one of Israel's leading podcasts, called "Mindset," featuring experts in their field, encompassing various aspects of personal and professional development. He is a HeartMath Building Personal Resilience (BPR) coach, trained to help individuals develop emotional resilience and stress management skills.
09 Jul 2024
The CX Live! Episode 75: Putting Your Program on the Path to Excellence with Ellen Barnes Pfiffner
00:58:12
In this, our diamond episode, Ellen Barnes Pfiffner, Consultant with EBP Consulting, examines a multitude of approaches for putting our programs on the path to achieving excellence. From identifying the key indicators for evaluating our programs, to the steps to follow and the tools to invest in, Ellen encourages us to work toward our greater vision. Setting quarterly team meetings to review our vision and goals as well as holding an annual team review of how we are aligned to the ABPM World Class Characteristics supports the idea of continuous improvement being a mindset and excellence being a daily commitment. While the goal is to create memorable experiences, Ellen illustrates how teams must optimize across the board for efficiency and effectiveness.
Highlights
Identifying key indicators for evaluating your program
Complaints, corporate consolidation, new executive management, etc.
Excellence = Continuous Improvement… it's a mindset!
Make it memorable… optimizing for efficiency and effectiveness
Referencing the ABPM World Class Characteristics and other steps to evaluate our program
Annual team WCC review; reviewing vision, goals and project plan quarterly
The value of comprehensive benchmarking
Process and year over year outcomes
Most effective tools to implore when evaluating or re-evaluating a program
ABPM resources, The CXLive! Podcasts, A Scheduling Tool with Reporting
Advisory Boards, Submission for ABPM World Class Awards and more
Ellen is a Management Consultant with over 25 years of business experience spanning sales, marketing, operations, customer experience and training. She advises and coaches briefing programs globally on how to achieve their goals, increase revenue, and how to be best in class.
Ellen is well-known in our briefing community and is a frequent session leader at ABPM Conferences, Fall Workshops events and provides ABPM Core Competency courses via webinars. She is an ABPM Advisory Board member emeritus and received the ABPM “Hero Award” at the 2021 Spring Conference for her tireless work to provide valuable information and resources to our entire community as soon as the pandemic hit and throughout 2020. She served on the ABPM Hybrid Taskforce and has been deeply involved in the evolution of the ABPM World Class characteristics.
05 Aug 2024
The CX Live! Episode 76: Maximizing Synergies Across Customer Programs with Kelly DeRoche and Jocelyn Domabyl
01:18:49
In our latest episode of the CX Live! Podcast, Jocelyn Domabyl, Strategic Program Manager & Global Discussion Leader Bureau Lead at Dell Technologies, and Kelly DeRoche, Speakers Bureau & Strategic Engagements Lead at Google Cloud, highlight the importance of building relationships with other customer facing programs teams. From account tiering and aligning with the sales cycle to leveraging stakeholder overlap, memorable touch points across the customer journey maintain consistent messaging and offer customization where possible. Both also share examples of maximizing synergies across briefing and events teams.
Highlights
Customer facing programs boost customer loyalty, advocacy and satisfaction
Value of long-term relationships with customers across programs
Storytelling - more cohesive customer journey across teams
Guest Thought Leaders Kelly DeRoche Speakers Bureau & Strategic Engagements Lead, Google Cloud Kelly is responsible for building and growing the Speakers Bureau program at Google. With this work, she’s scaling executive engagements by recruiting and supporting a community of thought leaders and experts from across Google to speak with customers on 100s of topic areas. In addition to Executive Briefings, Kelly works with Customer Programs like Executive Sponsorship and Customer Advisory Boards to create unique executive engagement strategies for top customers. Kelly is engaged in the ABPM community as a frequent Session Leader, Tour Host, World Class Award winner and now as a member of the ABPM Advisory Board. Kelly spent most of her life in Boston and now resides in San Francisco.
Jocelyn Domabyl Strategic Program Manager & Global Discussion Leader Bureau Lead, Dell Technologies Jocelyn spearheads the strategy for recruiting, maintaining, and supporting a community of 2,500 Discussion Leaders who engage with customers on over 200 topic areas during Executive Briefings and other events. She has a proven track record of orchestrating diverse projects, building business frameworks, streamlining operations, and mentoring teams to foster professional growth and strategic alignment. Jocelyn is active
05 Sep 2024
The CX Live! Episode 77: The Role of Branded Merchandise in the Customer Journey with Crissy Manwaring
01:00:00
In this episode, Crissy Manwaring, New Business Development Manager with Robertson Marketing, calls on those crafting meaningful experiences to incorporate branded merchandise earlier in their strategic planning process and to recognize the impact that a well chosen artifact has far into the future. From defining more concrete goals to exploring new approaches for selection and delivery, we need to understand that the psychological elements of gifting and human engagement matters. Planning for multi-sensory interactions and employing the latest technology to simplify how and when customers engage can transform relationships by triggering powerful recall moments. For our customers and internal teams, being more intentional about this aspect of engagement could open a whole new way of elevating experiences.
Highlights
The purpose of branded merchandise including sensory engagement
Impactful approaches for appropriate merchandise selection and distribution
Setting an anchor at the emotional peak of an experience - triggers recall
The power of anticipation - the message and when you give gifts matters
Partnerships thrive or fail based on logistics - digital experiences that make building a true promotional program possible for even managers of small briefing programs
Strategies for internal audiences - identification, appreciation, recognition, and motivation
Meaningful brand artifacts live on - authenticity is key, full custom/scarcity
“It’s the message that makes the merch matter – and it’s the merch that makes the message stick!”
Crissy has nothing to do with the manufacturing or distribution of these shirts from Splunk but LOVES the case study and the evidence that they provide for the power of promotions:
Crissy collaborates with her clients to get them noticed, believed, and remembered through effective use of promotional products. Leveraging 25 years of experience in advertising, marketing, and branded merchandise consulting in addition to a bachelors in English Communication, and Masters in Business Administration. Her graduate education emphasized global marketing, experience design, and service design.
Crissy helps her clients select the right product to communicate their message, and the right technology to deliver an exemplary customer experience. Her specialties include: promotional marketing, campaign design, branding and identity, logo design, promotions, advertising, creative thinking, sourcing, product design and development, tag-lines, presentation for maximum impact, print and promotion.
08 Oct 2024
The CX Live! Episode 78: Mindset of Influence: Think Your Way into a New Way of Acting, Act Your Way into a New Way of Thinking with Naomi Price
00:52:55
In this third episode of our mini-series related to ‘Mindset’, Naomi Price, SVP Global Accounts with Vantage Partners, offers insightful use cases and relevant stories along with step-by-step methodologies to shift our mindset for greater influence in our daily interactions. From coaching discussion leaders to engage at a deeper level with their customers, to preparing for powerful opportunities to speak with executive leadership, her guidance can support feeling more prepared, being more authentic in our engagements and to truly be present when these opportunities are presented to us.
Highlights
Customer-Focused Mindset: From “Me” to “Them”
Mindset Mantra: Think Your Way into a New Way of Acting, Act Your Way into a New Way of Thinking
Mindset for Influence: Internally, Externally and those presenting on your behalf
Shift from thinking about speaking with audiences as “Exposure” to “Visibility” where you are more in control of your own personal brand
The 3 Step Presenting Mantra
Self-Coaching Worksheet Example: “How do I want to be perceived?”
Addressing Difficult Questions: Understanding the Why first
Methodologies for Response: Fact or Feeling and Align-Respond-Maintain
Naomi is an internationally recognized expert in the art and science of business communication, moment of truth messaging, and high stakes communication consulting. Her commitment to her clients and professional partners has earned the trust of an extensive global network.
Naomi is an ABPM Solution Partner Advisory Board Member. Her first ABPM Conference was in the spring of 2006, with long time solution partner, Mandel Communications. When the owners of Mandel retired in December of 2022, Vantage Partners made it possible for Naomi and the best of Mandel’s trainers from around the world to continue doing the work they love, with and for people they value. Her portfolio of capabilities has expanded dramatically, thanks to Vantage’s consulting and training solutions (including sales and account management academies, negotiation skills training, new product launch consulting, and strategic deal coaching).
A travel and adventure junkie, Naomi has ridden her bicycle across New Zealand, fly fished in Argentina, and hiked in Bhutan. She is an avid rugby fan and just returned from supporting the USA mens’ and women’s Rugby 7s teams at the Olympics in Paris.
08 Nov 2024
The CX Live! Episode 79: From Rattlesnakes to Results: Crafting Change in EBCs with People, Processes and Projects with Keeley Lundquist
00:55:10
In this episode, Keeley Lundquist, Founder and Executive Consultant of Lime Group LLC, and Executive Briefing Center Expert/Transformation Leader, formerly of IBM, shares impactful approaches for effectively managing change within organizations. From her ‘Integrated Success Framework’ that focuses on people, processes and projects, to the power of design thinking, Keeley illustrates how briefing professionals can remain agile and address barrier points to drive continuous innovation and transformation. She also introduces our audience to the powerful 5 stage ADKAR model from Prosci for overcoming resistance, ensuring team members are ready to adapt to change.
Highlights
Rattlesnakes - Meet People Where They Are, Build Trust
How Organizations Manage Change - Flywheel vs. Pinball
Design Thinking in EBCs - Collaborative Problem-Solving with Customers
Integrated Success Framework - People, Processes, and Projects
Overcoming Resistance to Change - Introducing ADKAR
Barrier Points - Address the Emotional and Motivational Aspects Early
Future of EBCs - Continuous Innovation and Transformation
Keeley Lundquist Founder and Executive Consultant, Lime Group LLC Executive Briefing Center Expert and Transformation Leader, formerly of IBM
Keeley brings over two decades of expertise in driving strategic change, leadership development, and organizational effectiveness through her consultancy. Keeley’s credentials include Lean Six Sigma and Prosci Change Management, and she’s currently leading a Learning & Development change initiative with a Fortune 100 company. During her 25+ years at IBM, Keeley specialized in EBC transformation, leveraging her expertise in change management, project management, and process improvement.
Over her 25-year career, Keeley spent more than 20 years in the Executive Briefing Center environment, taking on a variety of impactful roles. She began in a Client Enablement role, later transitioning to a position focused on marketing and communications. As a Client Experience Leader at IBM’s Global Solution Center in Dallas, Keeley led efforts to update the physical space and digital content, ultimately earning the center the prestigious ABPM World Class Center Award in 2015. In her final role with IBM, Keeley led Talent Transformation within the Innovation Studio program where she developed a skill strategy for a 250-pers
02 Dec 2024
The CX Live! Episode 80: How to Make Connections and Build a Strong Network with Sharon Gewirtzman
00:45:18
In our year-end episode, Sharon Gewirtzman, Founder of TheCreativebySharon, shares her insights and expertise for becoming a ‘Super Connector’ - a career path dedicated to facilitating valuable introductions. From her time managing Visitor Centers to building trust with customers within the Amdocs and Palo Alto Networks briefing programs, Sharon is following her lifelong passion for connecting people and offering tools to help others do the same. She reviews the principles of intentional networking and techniques to be more effective including icebreakers to kickstart meaningful conversations and a connection tracker to assist in follow up activities. Key takeaways include learning how networking can be a joyous experience and the importance of surrounding yourself with people who have a positive mindset, who lift you up and bring you to long term relationships. The perfect listen for this holiday season!
Highlights
Definition, Benefits and Steps to become a ‘Super Connector’
The Power of Networking
Sharon’s Term: ‘Principles of Intentional Networking’
Approach to Networking is a ‘Mindset’
True human interaction, not just on smartphones
Generation Z Networking Workshop - coming in January
Tools to Step Up Your Networking Game
Ice Breakers for Meaningful Conversations - many different scenarios
Networking Connections Tracker - the key is Follow Up!
Key Takeaway: start meaningful conversations and not just collect business cards
Networking can be a joyous experience
Surround yourself with people who have a positive mindset and lift you up
Truly listen with curiosity and develop your mental brain database
As a seasoned connector, Sharon specializes in bringing people together. She fosters invaluable connections between individuals and brands, propelling growth and opportunity. With a passion for opening doors and nurturing relationships, she serves as both a Connector and Executive Advisor, guiding aspiring entrepreneurs towards their ideal goals.
What distinguishes Sharon is that she thrives in a global environment, infusing each interaction with boundless energy and innovative thinking. Her forte lies in seamlessly merging her expertise in event coordination, sales process management, and project oversight to craft unforgettable customer and client experiences.
With over a decade of hands-on experience steering customer engagements for top-tier technology firms including Amdocs and Palo Alto Networks, Sharon has honed her ability to cultivate enduring client partnerships and deliver exceptional production value across on-site, hybrid, and virtual events.
Sharon’s diverse background in graphic and web design, art history, and digital marketing adds a layer of creativity and ingenuity to every endeavor. She is continuously driven by a thirst for knowledge, a commitment to surpassing expectations, and a collaborative spirit that fuels success within cross-functional teams.
14 Jan 2025
The CX Live! Episode 81: Connections Evolved: The Why Behind ABPM Becoming the Global Association of Customer Engagement Professionals with Elizabeth Simpson
00:50:08
Happy New Year! What a fantastic way to start 2025…with some amazing news! Elizabeth Simpson, President of the Global Association of Customer Engagement Professionals (GACEP, formerly ABPM), shares everything you want to know about why the decision was made to make this significant change after 30 years as the ABPM. We discussed this evolution including the ‘aha moments’ that the universe kept sending to confirm this was the right path. Elizabeth tells multiple stories about discussions with members, the Advisory Board and the European Leadership Council that helped inform the decision, as well as the necessary steps and the timeline for the transition. She also reinforces who the GACEP will continue to support at its core and which roles may naturally join the community over time. This trusted community remains essential in supporting programs to achieve their vision and provide valuable guidance, best practices and insights from real-world experiences.
Highlights
The impetus for changing the association's name to GACEP
Clear ‘Aha’ moments leading to the change
The process for change: confirming the new name
GACEP = Global Association of Customer Engagement Professionals
Who the GACEP will continue to serve
Who we still are at our core
Who we will welcome:
CAB Teams
Executive Sponsor Program Teams
Customer Insight Teams
Customer Reference Teams
Who we are not (few to many)
How to pronounce GACEP > G-ACE-P
Symbolism of the new GACEP logo
The complete change will take time, please let us know if you find any locations or documents where the change from ABPM to GACEP has not been made
Elizabeth has been with the association for nearly 25 years and took on the role of President in 2018. She works closely with Briefing and Customer Engagement Program teams to understand their challenges and opportunities, then works with the Global Association of Customer Engagement Professionals (formerly ABPM) team to provide the support, resources, and connections that will help GACEP members be successful now and in the future.
05 Feb 2025
The CX Live! Episode 82: Well-Rounded Experiences: What Centers Can Learn from Museums, Theme Parks and Other Destinations with Chad Hutson & Tim Kail
01:10:20
In this episode, Chad Hutson, Chief Strategy Officer, and Tim Kail, Executive Creative Director, both of Dimensional Innovations, explore how experience-based destinations provide unique avenues for storytelling and creating memories that last. Employing ideas from these sources, managing budgets to achieve client objectives and testing future technologies are ways they encourage customer-facing programs to create well-rounded experiences for a variety of audiences.
Chad helps to develop and execute the strategic direction of the organization. Previously, as co-founder and CEO of specialized creative agencyLeviathan, Chad led overall operations, business development and strategy for the organization, which was acquired by Envoy in 2017.
His day to day is learning as much as possible about a wide array of business categories, and working hard to reflect back some nugget of undiscovered truth that will help them connect with their audiences in a meaningful way. Prior to DI, Tim co-founded Rockbox, a strategic video content agency.
05 Mar 2025
The CX Live! Episode 83: How Transformative Facilitation Elevates Briefing Programs with Jack Griffin & Ellen Barnes-Pfiffner
01:13:20
In this episode, Jack Griffin, CEO & Certified Coach, Light Up Ventures and Ellen Barnes-Pfiffner, Principal & Consultant, EBP Business Consulting highlight the power of Transformative Facilitation. Our conversation was rich with statistical data, step by step approaches, industry trends and real-life program examples that illustrate the art of facilitation and how it elevates ROI.
Highlights
Why Transformative Facilitation and How It Affects ROI
Addressing Cognitive Overload
Briefing Professionals Becoming 'Pilots'
Start by Understanding the ‘Who'
The Science of 1st Impressions
Working with Executives - The Rule of 3
Trends - Beyond Directing the Flow of Conversation
As CEO of this award-winning leadership development firm, Jack is on a mission to illuminate tech leaders through story development. He is also the author of Luminary, a #1 Best Selling book about communication for technical professionals. As a certified executive coach and leadership consultant, his expertise is dedicated to guiding ambitious leaders and their organizations toward transformative growth.
As the Principal of EBP Business Consulting, Ellen is a highly skilled business executive with experience spanning sales, marketing, organizational development and corporate training. She utilizes her extensive experience to benchmark briefing programs, implementing plans to develop best in class briefing practices.
13 Jan 2020
The CX Live! Episode 1: Executive Buy-in w/ Pamela Evans
00:29:49
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 management team.
Having the confidence to demonstrate that you know where you want to go and how you want to grow your program.
Addressing what executives actually care about, for example: lifetime value, revenue, and technologies.
Why automation is key for program managers. Data, data, and more data.
Building cross-functional relationships to round out your program across data science, marketing, and other subject matter experts.
Self-proclaimed mistakes, lessons learned, and being your own advocate.
I’m a passionate and energetic Transition Leader helping companies in challenging business times achieve organizational stability and accelerate revenue growth while maximizing cost efficiencies. I deliver award-winning executive briefing and customer experience programs.
13 Jan 2020
The CX Live! Episode 2: Center Builds & Renovations w/ Russ Fowler
00:28:51
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 your customers know about you and how do they feel?
Budget strategy - securing a budget first VS pricing out potential options
Identify key stakeholders by mapping out who, when and how early you engage them in the planning process.
Talking to people on the front-lines to see what works, what doesn’t, and additional insights.
What to look for along the way and how to avoid bumps in the road.
Derse is a complete face-to-face marketing agency with a smarter approach to building client sales and managing their trade show, marketing environment and event programs. Derse helps organizations align face-to-face marketing efforts with broader business strategies through:
Experiential Marketing strategies that help increase your sales
Program management tactics that help you control and reduce costs
Creative architectural and graphic solutions that attract your target audience
13 Jan 2020
The CX Live! Episode 3: Customer Experience w/ Leon Papkoff
00:37:15
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 mapping needs to incorporate core objectives, points of success, and desired outcomes.
Touchpoints, physical or digital, should be factored into the customer journey map, as well as feelings and sentiment.
Personas are the key building blocks for mapping to the right audience.
Incorporating technology into your program should be balanced with the experience itself.
Creating natural white spaces that are marketing free is a building trend in physical customer experience build-outs.
As Founder and Chief Strategist for the CXApp, I bring over 20 years of experience working with Fortune 500 companies to build programs that deliver personalized, interactive experiences to improve business operations. I believe in developing strategic initiatives for a future rooted in mobile-first experiences that connect people with each other as well as physical spaces and things (IoT) within their day to day environments.
15 Jun 2020
The CX Live! Episode 8: Advisory Boards & Advocacy Strategies w/ Ellen Barnes Pfiffner
00:40:04
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 people in the organization talking about you and your program.
Advisory boards have two different goals: identifying what you want to accomplish, and identifying people with the knowledge and experience to help.
Assess the qualities you look for in people you want to bring in. Availability shouldn’t be the determining factor.
What to include in your meetings to have good meeting hygiene for success. For example, set a charter.
Ellen’s Advocacy Journey Model and tips to build awareness/educate internally.
Ellen is the principal of EBP Business Consulting. A highly-skilled business executive with telecom experience spanning sales, marketing, organizational development and corporate training. Extensive experience in developing and implementing strategic programs in support of company initiatives.
04 May 2020
The CX Live! Episode 5: Facilitation Strategies w/ Candie Hurley
00:39:15
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.
Episode Highlights:
What it takes to be a good facilitator.
The #1 customer frustration: relevancy. There is an overall lack of customization that needs to be addressed.
The #2 customer frustration: feeling their voice isn’t heard. Facilitators need to actively promote interaction with strategic conversations.
Addressing the role of the account manager and how they can enable the facilitator and vice versa.
What a fully facilitated model looks like. For example: open and close the briefing, set the agenda, transition between topics and drive VOC (voice of the customer).
How smaller teams with lower bandwidth can leverage alternative resources.
Candie’s best tip for any briefing… scheduling MORE breaks. Listen in to find out why!
Helping briefing professionals become world class facilitators. Deliver training and coaching to help briefing programs create more impactful customer experiences that strengthen customer relationships, uncover new business opportunities, and accelerate the sales cycle.
17 Aug 2020
The CX Live! Episode 11: Benchmarking w/ Candie Hurley
00:31:54
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 outside consultation
Including ‘world-class characteristics’ in your assessment of strengths or gaps in that criteria.
How to prioritize operational and capital investments.
Get an example of an industry use case and getting to your ‘aha’ moment.
Learn what the heck is a '“well-baby” check and why it matters!
Helping briefing professionals become world class facilitators. Deliver training and coaching to help briefing programs create more impactful customer experiences that strengthen customer relationships, uncover new business opportunities, and accelerate the sales cycle.
15 Apr 2020
The CX Live! Episode 4: Virtual Briefings w/ Ellen Barnes Pfiffner, Alyssa Taylor, and Kevin Powers
00:48:06
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 a real-life use cases.
Shifting focus to create highly personalized, customized, internal events
Which audiences you need to reach out to and how to prepare for those conversations
Tip! Hold a mini virtual briefing for top sales people to demonstrate the structure
Suggestions on how to prepare and set-up your virtual briefing model
Tips for virtual collaboration and video meeting etiquette
How to address the four pillars of emotional intelligence
@ 23:20 ALYSSA TAYLOR - REAL-LIFE USE CASE FROM RIPPLE
How Alyssa shifted the Ripple customer program to create a virtual briefing strategy
Suggestions on getting buy-in and leveraging resources
Recommendations for thinking about the process holistically
The importance of tools, infrastructure, and training!
Setting yourself up to build trust and gain commitment in a virtual selling environment
@ 33:06 KEVIN POWERS - MANAGING AND DELIVERING CONTENT VIA VIRTUAL CHANNELS, TECHNOLOGIES
Helping you understand the terminology of technology
Considerations for what different platforms offer and are capable of
For example, what can be used internally vs externally (beyond the firewall)
How to match applications with your company’s objectives and existing technologies/services
Tips to avoid “talking heads”
Paying attention to what you’re doing before, during, and after to nurture and extend the relationship
Guest Thought Leaders:
Ellen Barnes Pfiffner Consultant, EBP Business Consulting Ellen is the principal of EBP Business Consulting. A highly-skilled business executive with telecom experience spanning sales, marketing, organizational development and corporate training. Extensive experience in developing and implementing strategic programs in support of company initiatives.
Alyssa Taylor Strategic Sales Manager, Ripple Experienced Sales Program Manager with a demonstrated history of working in financial technology. Skilled in Executive Briefing Management, Training Facilitation and Sales Enablement. I bring an organizational framework and creative touch to everything I do.
Kevin Powers Briefing Manager, AT&T Creative, solutions-oriented and resourceful leader with experience in marketing, sales support, executive briefing centers, and media production. Expertise in creating and executing customized / executive briefings, marketing programs across enterprise and mobile products and solutions, and collaboration with senior sales executives and client teams that results in increased revenue generation and enhanced customer relationships. A thought leader who demonstrates a blended creative, technical and strategic approach that impacts the entire sales process.
18 May 2020
The CX Live! Episode 6: Neuroscience w/ Dale Tesmond
00:35:16
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 important in the briefing world
Most importantly - test everything before you put it out into the market
How studying and learning about influences for different age groups, genders and demographics can help you create something that’s valuable and memorable
Yes, you can incorporate in-person and off-site testers/subjects
The value of being able to pivot conversations using real-time data analyzing top and bottom effects
Be sure to continually evaluate and measure your program effectiveness
Also, geek-out with us: wristbands, mobile phones, and data oh my…
We are STORYBUILDERS. My purpose is to build relationships and serve our clients by strategically and emotionally connecting brands with people in customer experience centers, innovation centers, brand launches, mobile events and cause events. By digging deep to know truth, we move people to move product.
01 Jun 2020
The CX Live! Episode 7: Deepening Customer Relationships Through Connected Experiences w/ Dave Rogers
00:36:04
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 way to engage with top customers (Microsoft’s CEO to CEO series)
Why it matters to be experiential vs transformational
A bird’s eye view of the evolution of the briefing industry
How to focus on what your customers are doing with your technology
Upcoming goals for the Microsoft customer experience team
Tips for achieving the coveted ‘trusted advisor’ status
And most importantly… stop doing things that don’t work.
Create the vision and manage the execution of technology experiences for customers attending Microsoft's Global Executive events.
01 Jul 2020
The CX Live! Episode 9: Executive Amusement Parks w/ John Kolesar
00:37:47
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 experience the customer remembers.
Things to consider from a hospitality perspective.
Be sure you have a consistent goal and theme always present.
Ideas for creating the ‘Ritz Carlton’ of briefing centers.
Considerations for less obvious touchpoints (i.e. signage, cleanliness, parking, and accessibility)
How to utilize resources and your existing network to collaborate and create. “It’s a small world after all.”
Suggestions for different “types” of rooms and spaces you can create to serve different health, wellness, and emotional needs of your customers.
And… how to ‘secret shop’ your center. And why it matters.
Build corporate amusement parks for executives. Creating immersive experiences in Executive Briefing Centers for 15 years has provided an invaluable opportunity for me to grow and establish amazing contacts at world class companies. Making it fun to visit and learn about these large companies is my specialty. Traveling the country and the world, for work and fun, has given me the insights to make this possible. Pulling it all off, making it look simple, with elegance, isn't easy. And I love the challenge!
03 Aug 2020
The CX Live! Episode 10: Digital Experience Management w/ Marshall Thompson
00:42:48
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 to manage content and keep it updated
Identifying opportunities for automation - from easy to more advanced technology
Tips for personalization across content and activations
Other ideas for content engagement (i.e. proximity based and triggered experiences)
How to use a distribution model to drive consistencies across all client interactions
Top groups to partner with and why: marketing, executive teams, social media, and events
Strive to keep the conversation going and continually evaluate your own digital experiences
Ideas to up-level your existing content and strategies
Marshall is a creative sales executive with a comprehensive technical knowledge foundation and is diversely experienced with remedying problems, and creating successes. He has excellent interpersonal communication, relationship-building skills, listens attentively, communicates persuasively, and follows through diligently.
01 Sep 2020
The CX Live! Episode 12: New Program Business Plans w/ Ann Benett
00:30:26
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’re going to be speaking with
Creating a ‘master deck’ you can pull different slides and conversations from
A brief overview of the “10 Essential Elements”
Collaborate early and often with a broad base of stakeholders
E.g. your manager, their manager, other stakeholders across different business units from HR to Finance
Global consultant to Executive Briefing Center (EBC) Programs: Strategic Planning, New Program Launch and Program Benchmarking; Training and Coaching in Briefing Facilitation, Advanced Facilitation and Best Practices for EBC Operations and Management.
01 Oct 2020
The CX Live! Episode 13: Building World Class Programs w/ Karen Olivero
00:40:21
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, customization)
How to build consistency across multiple centers
Creating teams that can operate as in-house, high value consultants
The value of working with Human Resources to create core competencies around the BPM role
Handling change management, especially during tough times
A look at some of the tools the HPE team uses to help with ROI and analytics
Give your team opportunities to stretch and grow
HPE received the following awards at ABPM 2020
2020 World Class Center, San Jose
2020 World Class in Management
2020 World Class in Analytics
2020 World Class in Customer Experience
2020 World Class in Operations
2020 Innovation Award - Management
*Karen Olivero received the 2020 President's Service Award
Specialties: Strategic Customer Engagement, Global Customer Center Strategy, Briefing Center & Experience Design, Customer engagement tools & analytics, Positioning, messaging and branding, Business-to-business marketing, Cross-functional integration, Employee management/development, Writing
02 Nov 2020
The CX Live! Episode 14: The Critical Skill of Listening w/ Kelly Reeves
00:28:03
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 these unconventional times
A look at the science of listening (neuroscience)
How you can give people skills they can use every day
Why we are hardwired to be distracted
Defining the 4 Categories of Listening: connective, reflective, analytical, and conceptual
Examples of different types of customers/team members and how they distribute and receive information
How to use this information pre-briefing for communications, building agendas, and inviting guests
Unwrapping listening intelligence in your personal and professional lives
Implementing ‘Spa Timing’ into your daily routines (do it!)
*Also - a new course offering: The Listening Edge with a 10 question assessment offering a multi-page profile on your own listening skills so you can improve and be more present.
Kelly partners closely with Mandel’s executive leaders in the management and development of the global training services group. Their outstanding team of trainers and coaches reside in Asia, Australia, Europe, India and North America. She has a background in technical sales, sales management and channel management, prior to finding her passion as a communications trainer and coach.
16 Nov 2020
The CX Live! Episode 15: Humanistic Design w/ Roseanne Bell
00:37:13
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 need to be designed at the same time
Getting the right people on the team from the beginning
Think backwards, sideways, and upside down
Exploring color, light, volume, layout, and physical comfort in your spaces
Incorporating elements of nature into the design
What to do with virtual engagements - mirror real life as much as possible
Ideas to replicate movement around your center as if you were really there
Using robots that are more refined and manageable than before
The top 3 things to focus on when designing your center’s experience
When and how to do value engineering
Do yourself a favor now - make friends and grease the wheels!
I am president of Bellwether Design LLC. For many years, we have been involved in all types of interior architecture and design. We specialize in high-tech corporate environments such as Executive Briefing Centers, Customer Experience Centers, Innovation Centers, and other customer-facing spaces. In addition, we design NOCs, EOCs, and Command & Control Centers.
01 Dec 2020
The CX Live! Episode 16: Partnering with Key Stakeholders w/ Paola Angeleri
00:52:36
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 it takes time
Tips for identifying which teams to collaborate with
Relationships evolve - revisit stakeholder relationships and adapt accordingly
Considerations for leveraging unique ‘tour guides’ that can contribute to the process from other parts of the business
Be ready to take input, and really listen
Understand what success looks like for each stakeholder group
Understand what success looks like for you
Set up an internal advisory board and provide guidelines, expectations
Secure an executive sponsor
Learn what motivates sales
What to consider and how to prepare for hybrid briefings. Address technology, video conferencing, and white boarding technologies
Make friends with AV!
Also specific use cases and examples from inside of Rackspace
Paola is passionate about learning from her customers to drive improvements to our business. In her role leading the Executive Briefing Center (Customer Success Center) at Rackspace, she serves as a customer advocate working in collaboration with the sales and service delivery organizations to help drive innovation and customer-centric outcomes. Skilled in Team Building, Communication, Customer Engagement, and Management.
15 Dec 2020
The CX Live! Episode 17: The Impact of Briefing Programs in 2020 w/ Elizabeth Simpson
00:47:11
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 aggregated with best practices and encouraged the use of new technologies
The value of the community and a heartfelt appreciation for coming together
Examples and resources from teams at Cisco, EBP Consulting, Mandel Communications, NetApp, Palo Alto Networks, Benett Communications, Schneider Electric etc.
Getting sales and account teams to buy in
Keeping facilitation as a part of the program
Using Virtual Briefing Platform and Virtual Briefing Center tools
The emergence of the 'Producer’ role
Personalization is still key!
Addressing the new ‘phygital’ world
Plans for 2021 include > how to address hybrid experiences
*ABPM is continuing to grow their resource library - so be sure to leverage membership resources.
Elizabeth has been with ABPM for over 20 years and took on the role of President in 2018. She works closely with Briefing Program teams to understand their challenges and to provide resources that will help them successfully meet those challenges. She has been instrumental in strengthening services and evolving ABPM as an organization.
01 Feb 2021
The CX Live! Episode 18: Choreograph Unique w/ Pete Riddell
00:51:40
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 simplistic nature of delivering an extraordinary moment by being extraordinarily human
Experienced Executive Creative Director / Storyteller with a demonstrated history of working in the experiential industry. Strong creative, writing and marketing professional skilled in Sales, Event Marketing, Marketing Strategy, Corporate Identity, Integrated Marketing ... and general spellbinding.
15 Feb 2021
The CX Live! Episode 19: Delivering World Class Virtual Customer Experiences w/ Candie Hurley
00:35:20
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 a person to buy the product from
Why the approach to customer-centricity is behavioral
The value of implementing VOC appropriately
Reconfiguring meetings, schedules, and setting up briefing ‘series’
Candie brings so much experience to our briefing community having been a member of ABPM since 1999. She’s been a company member leading global briefing programs for AT&T, Lucent, Avaya, and Trizetto. And she’s been a supplier partner as a coach and trainer with Benett Communications and Mandel Communications. She’s also been a recipient of the ABPM President’s Service Award and has served on the ABPM Advisory Board. If you’ve been to an ABPM conference you’ve probably been in one of her workshops! Candie supports briefing professionals in benchmarking their programs across the briefing industry. She also delivers training and coaching to help briefing programs create more impactful customer experiences that strengthen customer relationships, uncover new business opportunities, and accelerate the sales cycle.
04 Mar 2021
The CX Live! Episode 20: Small Briefing Programs (Managing On-Site, Virtual & Hybrid Models) w/ Christina Scolieri and Craig Valent
01:10:50
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 and where to focus efforts
How to ensure on-site visits are strategic
Knowing what information to share/show customers in shorter timeframes
Allowing space for the in-between moments
Helping leadership understand capital improvements/facilities for the center
Helping leadership understand EBC best practices
The value of laying ground rules for how/when/who can use the space
Ideas for using multimedia in agenda details
Using briefing tools to aid in before, during, and after journeys
Use cases for increased automation
How to create one reference place to house all customer information and touchpoints
And of course… building trust within your team first and foremost!
Researched, developed, prototyped, and piloted a tool that analyzes hospital specific medication and Diagnosis-Related Group (DRG) data to provide recommendations on best practice; Created proprietary algorithms within the aforementioned tool to run “studies” against certain data sets to provide customers with research style outputs; Also created proprietary algorithms to designate specific medication administration dosing and associated unit dosing price in order to provide hospitals with more insight into bedside medication spend. Advanced use of SQL, Databricks, Qlik & Microsoft Office Systems
Experienced Sales / Marketing Engineering Manager with a demonstrated history of working in the medical device industry. Skilled in Product Demonstrations, Medical Devices, Sales Enablement/Operations, Executive Briefing Programs, Training Technology, and Project Management. Strong technology professional with a Master of Science (M.S.) focused in Project Management from Robert Morris University.
18 Mar 2021
The CX Live! Episode 21: Building Global Consistency w/ Jillian Neasom
00:53:00
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 success
How facilitation has elevated the Citrix program
Tips for leveraging a virtual briefing platform
Consideration for training programs - e.g. how to command a virtual room
Think intentionally things about customer touchpoint before, during, and after
Focus on organizing digital assets and creating a content library
Standardize nomenclature, text/messaging, presentation templates etc.
Formalize big and small tasks to create full team transparency
Onboard emerging markets into virtual programs
Consideration for a sales leaderboard
Harness team insights across capacity, flow, and individual load.
Use visual cues and virtual graphics as a ‘team uniform’
Share timezones for all attendees to build awareness
Never underestimate the value of teamwork!
After you listen to this episode with Jillian, you can also check out this video chat with Stacey Lovegren for more insights into how Citrix Experience Centers are operating in a virtual and hybrid world.
Jillian Neasom is a briefing manager in the Citrix Experience Center in London. She is a native Floridian who traded in the sunshine for the vibrant charm of London 10 years ago, where she has lived ever since! Jillian joined Citrix in Summer 2017 to run the Experience Centre, where she developed the local programe and recently expanded the team. She is just beginning a new role with overarching responsibility for the Citrix Experience Centres across the EMEA region. A passion for the lively exchange of ideas is what drives Jillian and informs her briefing strategy. Her experience of living across two cultures and her varied career have taught her the importance of understanding a wide range of perspectives, and the concrete benefits that a diversity of thought and experience can bring to discovering new opportunities.
01 Apr 2021
The CX Live! Episode 22: Future Strategies for Program Management w/ Stacy Cummings
00:47:35
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
Understanding that no matter the success of your program, you’re not immune to ups and downs
Partnering with with sales to build what engagement should look like
Stacy is a 27-year Veteran of Verizon with extensive leadership experience in marketing, customer programs, corporate and executive communications, event and video production. Today, Stacy leads Enterprise Marketing and Customer Programs for Verizon Business Group. Her team is responsible for marketing and customer engagement for Verizon’s largest customers across multiple customer touch points including Verizon’s Executive Briefing & Customer Advisory Board Programs, Marketing Events and Experiential Opportunities. These programs focus on opportunities to grow our relationships, drive opportunities, collaborate, innovate and gain feedback from some of Verizon’s most important customers. Prior to this role, Stacy held positions leading Verizon’s Customer Advisory and Executive Briefing Programs. Under her leadership these programs grew into a world-class industry recognized element of Verizon’s customer engagement strategy. Stacy holds a BA in Communications from American University and is an active participant of the Association of Briefing Program Managers Board of Directors.
15 Apr 2021
The CX Live! Episode 23: The Technical Journey to Virtual and Hybrid Briefings w/ Tom Sullivan
00:49:20
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 marketing, technical, operations and logistics teams
Using physical/touch components in your center
Insights when performing a virtual program audit
Leveraging augmented reality and apps to create in-home experiences
Performing live demos to virtual customers
Using robotics to physically represent a digital audience
Incorporating tri-directional communication
Thinking about scalability, 2 -3 years out
PTC’s 80/20 strategic approach to digital/in-person
Using pre-brief surveys - even while conducting business virtually
Using webcasting and web conferencing tools independently
Follow these steps to take a virtual tour of the PTC Corporate Experience Center utilizing their Matterport technology
Tom is currently leading PTC’s Corporate Experience program. He has a background in Mechanical Engineering and has a passion for innovative technology. He spent the first few years at PTC in their CXC as a Senior Engineer developing technical demonstrations using PTC’s software. He has met with hundreds of customers to demonstrate the technology to them. He then went on to build out a technical team of engineers that he managed for a year and a half before ultimately taking on a new position this past October to lead the overall Corporate Experience program. PTC is a global company headquartered in Boston where the CXC is also located. The CXC provides global coverage for their customers for both virtual and in-person briefings. Tom joined his first ABPM session last Spring and then presented in the Fall Workshop on the “Customization of Virtual Briefings”. He is a new member to the ABPM community and is excited to bring a technical perspective to the conversation.
17 May 2021
The CX Live! Episode 24: Positioning Briefing Programs for Success w/ Stacey Milligan
00:50:59
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
Asses your own team and their level of engagement, talents, development efforts etc.
For headcount, show what it takes to run a successful program and the impact you’re having
Speak in numbers - dollar values are always impressive
Tips for creating an executive engagement plan
Create a master plan/deck
Select slides and adjust for different audiences
Continually update and refine your program
Understand the mix of customers to partners
Use a briefing tool to help you manage information and pull necessary data
Plan for now and plan for the future
Most importantly, when creating value: identify the need, illuminate the risk if the need is not fulfilled, then present the ‘ask’
Stacey is the Director, Executive Briefing Program for Cohesity, a late stage start-up based in Silicon Valley. In this role she is building their EBC program from the ground up and has already doubled their capacity in the last year. Prior to Cohesity, she managed the global Executive Briefing program for Hitachi Vantara, where she relaunched their program and built their headquarters EBC facility in Santa Clara, CA. With more than twenty years of experience in the EBC industry, Stacey has also led customer engagement programs and built multiple EBC facilities at Brocade, Facebook, Andreessen Horowitz, McAfee, Symantec and Veritas. She is passionate about driving exceptional, data-driven programs and leading high performing teams.
01 Jun 2021
The CX Live! Episode 25: Learnings and Strategies for Future Briefings w/ Ellen Barnes Pfiffner
00:53:14
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 occurrences beyond our control in future customer briefings
How programs have pivoted to address virtual and other needs as they arise
Revisit the ABPM world class characteristics AND the new whitepaper from the hybrid task force
Leverage community-driven resources
Put an emphasis on working together globally
Schedule an updated workshop on facilitation
Budget and update to support in-person briefings
Consider ‘serial briefings’ and keep it brief
Create a ‘virtual center’
If you’re not ready for prime-time … wait
A nice example on innovation - Elizabeth Simpson has been reactive and visionary during these times and aptly facilitates a community, webinars, articles, and broadcasts to enrich the member experience.
Guest Thought Leader: Ellen Barnes Pfiffner Consultant, EBP Business Consulting Ellen is a Management Consultant with over 20 years of business experience spanning sales, marketing, operat
15 Jun 2021
The CX Live! Episode 26: The Power of Briefing Scheduling Tools w/ David Walford
00:51:14
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 agendas
Creating a speaker’s bureau
Easing calendaring and scheduling tasks
New features, like tying into virtual rooms
Working closely with sales for better enablement programs
Tips for getting buy-in and budget approval
When evaluating briefing tools:
Get as many demos as possible
Look for features that address current and future needs for your program
With an MSA Degree in Computer Multimedia, David started developing apps in 1994. His first app was a sniper script for eBay auctions (sharing apologies to those who lost auctions in the final seconds of bidding). He has extensive experience working in the briefing industry having been part of 3 briefing programs including Silicon Graphics (SGI), NetApp and most recently Citrix. His role as a Briefing Center Technical Manager and Infrastructure Architect allowed him to understand the strategic importance of briefing programs as well as the tools that are needed to support briefing teams in offering flawless experiences for their customers while providing greater efficiency and increased productivity. In 2007, David formed EchoVision LLC with his first product called EZ-Scheduler, an app for Events. In 2013, the BriefingSource scheduling tool was introduced to service global briefing programs and has most recently offered an upgraded platform to their customer base in 2020.
01 Jul 2021
The CX Live! Episode 27 - Strategically Repositioning Your Briefing Program w/ Joe Perry
00:48:02
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 stakeholders
A highlight of the Autodesk Customer Briefing Program
How to prioritize the steps to take in implementing a briefing program
Incorporating survey tools, real time dashboards, program assets, and reporting
Creating a utilization model for forecasting program capacity
Tips for facilitating briefings both in person and virtually
Helpful tools like VisitOps and Salesforce
Leveraging marketing to help create reports and support sales reps
How to course verbal and budget support
Become a student of your company, the structure, and account segmentation
Guest Thought Leader:
Joe Perry Senior Manager, Global Customer Briefing Program, Autodesk
Joe is a Global Senior Information technology and Client Experience Leader with a strong track record of experience in developing global executive briefing center customer experience programs. Joe has experience in the technology sales cycle, and an understanding of how leveraging Executive programs can help accelerate the sales cycle. He has extensive experience in executive engagement programs, strategic partnerships, sales and consulting with an operational savviness, and a keen ability to prioritize and work on multiple projects simultaneously, keeping a laser focus on execution and delivering results consistently. As an effective business strategist, Joe began his career in the Air Force where he embraced the importance of being a lifetime learner, teamwork, building his expertise in business, technical, and innovation ecosystems and earning a BA, MBA, and MS in Law & Policy. Joe spent 20 years at IBM in various customer-facing roles, including leadership roles in theSoftware Executive Briefing, Innovation Center, and Watson Experience Center programs, and ~18 months ago moved to join Autodesk. He’s responsible for the Global Customer Briefing Program, which includes virtual, offsite, and onsite locations in Boston, San Francisco, Toronto, Birmingham, UK locations.
15 Jul 2021
The CX Live! Episode 28 - Training Discussions Leaders for Virtual Briefings and Beyond w/ Karen Bintz
00:49:57
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 the success of briefings
Training discussion leaders for virtual briefings
Some positive outcomes from shifting to virtual briefings
How annotations and tools can help
Key skills that BPM have and what should they focus on
Future of hybrid working
The facilitators partnering with discussion leaders – how can that partnership lead to make sure folks that are virtual are not left out
How program managers can go about identifying and approaching folks who may need more training
How soft skills are just as necessary as hard skills
Karen began her career in sales at IBM. She also spent over 15 years building and leading the global executive briefing program at BMC Software. She and her team achieved the highest honor in the briefing program industry, Association of Briefing Program Managers (ABPM) “Program of the Year” in 2008, 2011, 2012, and 2015 (more frequently than any of the 100+ member companies). Karen was also the inspiration and first recipient of the ABPM President’s Service Award for her contributions to the briefing profession. ABPM subsequently invited Karen to serve on their advisory board to further the advancement of briefing programs across the globe. Karen has been a certified Mandel Communications trainer since 2011. She has empowered people from 30+ countries with the skills to become better communicators professionally and personally. She is in high demand as a motivational and instructional speaker for global sales teams, industry events, and conferences. Karen has a Bachelor of Science degree in Mathematics and an MBA, both from Texas A&M University.
02 Aug 2021
The CX Live! Episode 29 - Designing Centers in the New Normal w/ Tim Larson
00:42:25
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 teams should start in the process
Key areas to focus on when dealing with remote attendees
Touch screens and voice recognition
Real time translation and self-guided experiences
Think more comfortable, less formal
Leveraging multiple screens and gallery views for in-room participants
How people can stay informed on these technologies
Tim has been a leading innovator in the field of designing emerging experiences, sensory networks of augmented and mediated human experience and interaction in architectural environments for more than 25 years. As the Design Principal for Downstream, Tim has led the firm’s work in experiential design and user-activated environments, pioneering new approaches in corporate innovation labs, corporate visit centers, retail stores, sports and entertainment venues and public space communication technology. Tim is currently leading teams to develop tools to harness user behavior data in physical spaces to enable mediating synergies between objects and environment; between humans and objects; and between humans and environment. He has led numerous award winning projects including the Autodesk Galleries, Microsoft’s Redmond and Brussels HQ, The Boeing Collaboration Center, The AT&T Foundries, the Verizon Innovation Centers, Telstra Discovery Store Sydney, TCS Experience Center Mumbai and many others. Tim has also been a thought leader within the ABPM Community for many years often presenting sessions that look to the future of design technology by showcasing new trends and approaches. He serves on the ABPM Advisory Board and along with his team produces the ABPM Gala Award Ceremony each year during the Spring Conference.
16 Aug 2021
The CX Live! Episode 30: Staffing Strategies for Success w/ Pam Evans
00:49:38
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 their teams
Tips for briefing teams looking to hire
How briefing teams can approach management to talk through their changing needs
Pam is an industry thought leader and transformation agent. She has led the development and operations of industry leading Briefing, Customer Experience and Marketing programs at six enterprises including Oracle, Siebel, NetApp, SAP, Polycom, and Palo Alto Networks. Pam is an active member of ABPM, enjoys leading conference workshops and has served on the ABPM Advisory Board in the past. She received the 2014 ABPM President’s Service Award and in 2021 was one of the honorees of the ABPM Hero Award for her leadership during the Covid-19 pandemic. As of June 1, 2021, Pam became a consultant with Benett Communications and is excited to transfer her knowledge to briefing professionals. She has the skills and experience to guide programs at every stage of their development – from launching a new program to benchmarking and accelerating current programs.
01 Sep 2021
The CX Live! Episode 31: Re-Imagining Meaningful Interactives w/ Trent Oliver
00:41:48
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 briefing teams collaborate with inside their companies
What should programs make sure not to do in their spaces
New tools we can consider for more meaningful interactive experiences
How should programs be viewing creating these experiences in the short and long term
With a vision to use technology, stories and interaction to expand the human experience, Trent created Blue Telescope. BT creates location based interactive experiences for Executive Briefing Centers, Museums, and Brand Experiences. Trent combines a thirst for learning with a questioning spirit -- and a desire to blur the lines between reality and technology in honor of the good. She has led BT to be both respected and lauded, guiding an in-house team that has won over 100 awards for creativity for their engaging boundary-pushing media and interactives. Trent serves as the Eastern Board President for the Themed Entertainment Association, as well as presenting sessions at many of their conferences. As a supplier member to the ABPM for over a decade, Trent attends and presents at conferences and workshops to continue learning about the briefing industry and share her unique perspective on how briefing programs can think differently about how they engage at many different levels with their customers.
15 Sep 2021
The CX Live! Episode 32: Enhancing the Customer Experience with Technology w/ Bryan Hobbs
01:03:34
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 engagements possible
Places where technology most impacts the overall customer experience
What the future holds for Technology at Google and in the EBC industry
Bryan has been a part of the Briefing Industry for 13 years and has 5 years sales experience. Previously, Bryan was part of the Cisco EBC Program for 8.5 years and also Managed the Technology and Customer Experience at the Symantec Experience Center. He is currently the Manager of the Demo & Content Team with the Google Cloud EBC Program.
Google Cloud securely delivers cloud based services to users with speed and reliability while providing Insightful Data Analytics and the ability for customers to scale with agility —all on Google's infrastructure. Bryan joined the Cloud EBC team a little over a year ago and has recently completed an EBC refresh. He and his team are now focused on growing the EBC program globally.
As part of working in the Briefing Industry, Bryan has been committed to have a multi-dimensional perspective on the use of technology in briefing programs. He has developed a passion around building relationships with internal and external customers, partners and account teams to drive business outcomes and enable customer success.
04 Oct 2021
The CX Live! Episode 33: Creating Meaningful Moments to Remember w/ Patrick Muse
00:51:48
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 provided memorable moments
How to make a different for guests that engage with our teams and visit our centers
Patrick is a leader in events and experience design with over 30 years of experience building programs and teams to accelerate and amplify strategic objectives for large enterprises. His expertise spans new product introductions, briefing programs, reference site programs, events programs that strengthen relationships, build trust, convey knowledge, build brands, and drive sales.
Patrick is a long-term member of ABPM and has served on the ABPM Advisory Board, has led sessions at conferences, and hosted tour days at his centers at Philips Healthcare and IBM Watson. Prior to that he held leadership events and experience roles at Hewlett Packard.
His passion for technology and showcasing healthcare solutions that make a difference in the world is what inspires him most. Patrick is starting a new role this month as the Sr. Director of Client Experience at Best Buy Health, and he is eager for the return of face-to-face experiences..
14 Oct 2021
The CX Live! Episode 34: Building Powerful Discussion Leader Bureaus w/ Jill Swartz
00:47:18
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 worked so hard to build the DL Bureau before COVID happened
Role of Discussion Leaders has changed as we’ve had to shift from in-person to virtual briefings
What new strategies have you implemented to empower DLs to feel confident in this virtual time
The current plan for moving to hybrid and then to in-person
Jill is responsible for directing the strategy and vision behind the Dell Global Executive Briefing Program (EBP)’s Discussion Leader Bureau and other key initiatives. She manages a global volunteer community of 2,600, in a program that touches more than 20,000 customers, and supports a sales team of 40,000.
Prioritizing the customer experience, Jill also focuses her efforts on enhancing engagement and maximizing impact through world-class moderation and facilitation of Executive Briefings. During her five-year tenure in the role, Jill built the world’s largest EBP Discussion Leader Community. Additionally, she improved accessibility and process efficiencies by deploying workshops and trainings to the cloud as well as spearheading the expansion of developmental offerings worldwide.
As a leader, Jill is recognized for her unrelenting optimism and collaborative, high-energy coaching style that she brings to every project. Jill holds a Bachelor of Science in Business and Marketing from Arizona State University along with a Digital Event Strategist Certification earned from the Professional Convention Management Association (PCMA).
01 Nov 2021
The CX Live! Episode 35 - Strategies to Evolve Customer Engagement w/ Dana Drissel and Howard P. Stern
00:51:05
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 have inspired them
How EBCs have shifted in the post-pandemic era of hybrid work
The importance of self-navigation in driving customer curiosity and engagement
Why interactive technology is essential to elevate virtual EBCs
How advanced technologies such as 360 photography, 3D environments, hyper-personalized content and virtual reality (VR) can play a critical role in your customer’s decision-making
How you can use emerging technologies and tools to produce a uniquely different and memorable white glove treatment for your customers
Dana is a highly energetic, results-driven professional with 25+ years of advertising agency and corporate marketing experience at both large public companies and small business start-ups. Under her leadership, the Kaon has experienced substantial growth, a European market expansion and has introduced numerous award-winning Kaon solutions, building a fast-growing base of global B2B customers.
Prior to Kaon Interactive, Dana was a strategic marketing innovator working at companies such as Harpell (tech marketing agency), Exact Software (cloud business software) and Centerstone Software (computer aided facility management software). She holds a BS from UVM.
As Creative Director / Mixed Reality Experience Strategist at Kaon Interactive, Howard's role is to innovate user interaction and engagement for applications for Fortune 500 Companies. He channels his own brand of creativity through a multitude of technologies such as augmented reality, virtual reality, online interactive marketing campaigns and multi screen interactive environments. Howard is a consummate digital storyteller with a focus on STORY FIRST. His passion for user engagement has helped Kaon interactive customers tell complex stories while creating emotional connections and exciting their audiences.
15 Nov 2021
The CX Live! Episode 36 - How Broadcast Studios are Supporting the Evolution of Briefing Programs w/ David Brull
00:49:21
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 requirements of a broadcast studio as well as the specialized skillsets needed to run one
How to secure executive buy-in for your broadcast studio by demonstrating long-term value
Lessons learned over the years from building broadcast studios for briefing programs
David brings over 20 years of integrating sales and marketing experience. He has worked with global brands such as GE Healthcare, HP Inc., Johnson Controls, Microsoft, Philips, and Verizon on their global experiential marketing programs. David brings a unique viewpoint since his career has spanned brands, associations, and agencies including the last 8 years at kubik as Vice President, Global Accounts.
01 Dec 2021
The CX Live! Episode 37 - Our Thought Leader Podcast Review 2021
00:14:14
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 creating memorable moments with your customers
How data can help you optimize for higher engagement
Key learnings on how to deliver hybrid briefings that enhance customer experiences
How different tools and technologies can strengthen your briefing program
How to engage discussion leaders who are the heart of our briefings
Darby has 15+ years building and consulting for Corporate Briefing Centers worldwide. Her signature trademark is creating and developing consistent and scalable processes for programs that are looking to not only ‘wow’ their customers but also build functional models that stand the test of time. With this podcast, Darby is eager to help fellow briefing program colleagues simplify their lives with effective technology and tools while creating engaging experiences for their customers.
15 Dec 2021
The CX Live! Episode 38 – The Evolution of Briefing Programs - A Retrospective and Look Forward w/ Roxanne McCreery
01:18:53
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 prove true ROI, she discusses how the ABPM’s open culture has always supported programs in creating the best customer experiences possible.
Episode Highlights:
The founding vision for briefing programs and how they’ve evolved
How facilitation and collecting feedback from customers has elevated what is possible from briefing programs
Key learnings on how the use of data is instrumental to managing a program effectively
The skillsets that briefing programs need to enhance the customer experience
How recent challenges and advancements have strengthened briefing programs and industry
Roxanne McCreery has been a member of the ABPM team since it was founded in 1994, becoming President in 1997. McCreery served in the role of President of ABPM for 21 years until her semi-retirement in 2018. Her values and vision for this community are woven through everything ABPM does to serve the membership and she remains a mentor and sounding board for the full-time ABPM team. McCreery has directed, and continues to direct, the research and document production efforts for all annual benchmarking studies on "The Effectiveness of Executive Briefings," since the first study was conducted in 1991. She performs the analysis of current-year and trend data, drawing conclusions and formulating recommendations for programs participating in the study. She also works with submitting programs and jurors on the annual World Class Briefing Awards program.
10 Jan 2022
The CX Live! Episode 39 – Characteristics of World Class Briefing Programs - An Origin Story w/ Candie Hurley
00:31:33
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 a look into the five main categories
How the ABPM continuously updates the characteristics to meet growing industry standards and changes in technology
How the different categories allow organizations to evaluate their performance and make meaningful changes
A deep dive into how organizations use ABPM’s characteristics as a roadmap to excellence
Candie brings so much experience to our briefing community having been a member of ABPM since 1999. She’s been a company member leading global briefing programs for AT&T, Lucent, Avaya, and Trizetto. And she’s been a supplier partner as a coach and trainer with Benett Communications and Mandel Communications. She’s also been a recipient of the ABPM President’s Service Award and has served on the ABPM Advisory Board. If you’ve been to an ABPM conference you’ve probably been in one of her workshops! Candie supports briefing professionals in benchmarking their programs across the briefing industry. She also delivers training and coaching to help briefing programs create more impactful customer experiences that strengthen customer relationships, uncover new business opportunities, and accelerate the sales cycle.
24 Jan 2022
The CX Live! Episode 19 Revisited - Delivering World Class Virtual Customer Experiences w/ Candie Hurley
00:36:32
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 of world-class customer experience
How to create meaningful virtual experiences for customers
The added value in striving for customer loyalty over customer satisfaction
How customization is key to building trust in a virtual environment
Candie brings so much experience to our briefing community having been a member of ABPM since 1999. She’s been a company member leading global briefing programs for AT&T, Lucent, Avaya, and Trizetto. And she’s been a supplier partner as a coach and trainer with Benett Communications and Mandel Communications. She’s also been a recipient of the ABPM President’s Service Award and has served on the ABPM Advisory Board. If you’ve been to an ABPM conference you’ve probably been in one of her workshops! Candie supports briefing professionals in benchmarking their programs across the briefing industry. She also delivers training and coaching to help briefing programs create more impactful customer experiences that strengthen customer relationships, uncover new business opportunities, and accelerate the sales cycle.
01 Feb 2022
The CX Live! Episode 41 - How World Class Programs Achieve Management Excellence w/ Jesse Hanz
01:08:09
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 business plan should be dynamic and consistently reviewed
The value of investing in and empowering your team
How to prioritize how your resources are being used to best support your strategy
Different methods for fostering program advocacy and feedback
The power of promoting your program with customized value propositions
Jesse is the Director of Customer Experience specifically for Schneider Electric’s IT Division. His role involves helping global customer visit locations succeed in the quest to deliver a world-class experience whether they are manufacturing sites, technology centers, or executive briefing centers. His primary passion is in managing the vision, strategy, and overall advancement of the award-winning Innovation Executive Briefing Center, in St. Louis, Missouri. Jesse is an active member within the executive briefing community championing the development of the profession by serving on the ABPM Advisory Board and presenting frequently at ABPM conferences. Jesse began helping sales teams reach customer visit sites using advanced virtual methods with full-screen video back in early 2017, and now, Schneider Electric has adopted the St. Louis virtual system at over 20 sites globally.
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