The CX Live!

The CX Live!

The CX Live! podcast is an interview-style show for briefing programs and meetings. Our goal is to be your dedicated channel for all things customer experiencer where we ask industry thought leaders the tough questions about building a world-class program. Each month we’ll explore a new topic or trend that impacts customer experience, employee engagement, digitization and more…We’re unfiltered. We’re authentic. We’re having a conversation… join in! read less
BusinessBusiness
TechnologyTechnology
ManagementManagement

Episodes

The CX Live! Episode 74: Addressing Our Stress - From Depletion to Renewal with Shlomi Haster
Jun 4 2024
The CX Live! Episode 74: Addressing Our Stress - From Depletion to Renewal with Shlomi Haster
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.  HighlightsDefining Stress - specific vs chronic, our core beliefs and their impactChanging our Mindset Related to Stress - “peak performance”, harnessing energy to cope, our “default mindset”3 Step Approach:  Recognition, Acceptance, Utilization Address our “Inner Critic”Levels of stress in our modern lifeMy Stress Profile - own definition of stress, common stressors (predictable), stress signals (3 levels: thoughts, body, behavior)Taking Action - growth mindset, connect the dots, change our experienceChanging our neurological patternsHope - reduce stress, improve our daily life, the journey of living a fulfilled life“State of Ease” (HeartMath), being curious, practicing gratitude ResourcesStress Management Workbook for The CX Live! Podcast Listeners"My Stress Profile"  "3-step Mindset Change Method for Real Time Stress Management"Mindset.org.il  (click on Translate to English) Mindset Podcast - “Leadership, Stoicism and The Meaning of Life with Fred Kofman”“Mindset: The New Psychology of Success” -  Carol S. Dweck, PhDSharon Gewirtzman, Relationship Connector, coming soon “TheCreativeBySharon.com”Guest Thought LeaderShlomi 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.
The CX Live! Episode 73: The Benefits of Connected Balance for Briefing Professionals with Kathy Sebuck
May 5 2024
The CX Live! Episode 73: The Benefits of Connected Balance for Briefing Professionals with Kathy Sebuck
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 TakeawaysCommunity, Connection, Collaboration, CommunicationPerspectives for coping with change and uncertaintyAncient Wisdom/ History, Growth Mindset Tools, Personal Development, Conscious Leadership How to set boundaries, focus on strengths, know our job is not our valueThe “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 ResourcesSuggested Reading List Start with Why - Simon Sinek The Four Agreements - A Practical Guide to Personal Freedom - Don Miguel RuizThe Power of Now - Eckhart TolleThe Universe Has Your Back - Gabrielle BernsteinRadical Forgiveness - Colin TippingUntethered Soul - Michale A. SingerTransformational Presence -   Alan SealeYou2 - Dr. Price PritchettManifesting Change: It Couldn’t Be Easier - Mike DooleyMarchitectureWaves of Change: Growth Mindset Tools for Connected BalanceThe Connected Balance ExperienceDigital Resources and Podcasts Speaking Opportunities Tech for Good World Economic Forum - Tech for Good Guest Thought LeaderKathy SebuckFounder & CEO, MarchitectureKathy 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 “
The CX Live! Episode 72: Beyond "Wow Factor", What is an "Immersive" Experience? with Mark Coxon & Joe Whitesides of AVI-SPL
Mar 29 2024
The CX Live! Episode 72: Beyond "Wow Factor", What is an "Immersive" Experience? with Mark Coxon & Joe Whitesides of AVI-SPL
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! HighlightsExamining “Wow Factor” A World of OverstimulationSensory Resetting Preparing for the Message Interrupt for Attention to Drive ActionProviding Less Choices Using Novelty and Scale Peripheral Vision vs Foveal VisionStacking SensesNewness of Content Contrast of Scale Appeal to the SensesNeuro Linguistic Programming (NLP) - Coding MemoriesAnchoring / Triggering / NostalgiaAuditory  - Contextual Immersive Directional Audio Transporting Guests Educating While EntertainingLeverage Existing Physical DesignLeaving White Space Narrative Transportation Resources"Thinking Fast & Slow" - Daniel Kahneman, "The Paradox of Choice" - Barry Schwartz, "Stories That Stick" - Kindra Hall, "Free Guy" Movie Guest Thought LeadersMark CoxonDirector 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 WhitesidesDirector of Experience Technology, XTG Division of AVI-SPLJoe 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
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
Mar 5 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
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 timeApplying 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 transparencyGathering stakeholder voices, and keeping the process on track via roles, not peopleThe 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 technologiesMeasurements including collecting, storing and displaying data on both passive and active engagements helping to determine future content strategies Resources Simon Sinek: A Bit of Optimism Podcast “Humanize with Thomas Heatherwick”The Deeplocal / Gumband Process Guest Thought Leaders 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
The CX Live! Episode 70: How to Prioritize Your Team and Community to Build a Better Program with Jackie Haywood
Feb 4 2024
The CX Live! Episode 70: How to Prioritize Your Team and Community to Build a Better Program with Jackie Haywood
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.”HighlightsAn overview of Aetna, creating the Aetna Customer Center and teamThe importance of Executive Support and being flexible Expand your program and space to external community initiativesThe Aetna Customer Center program differentiators and best practices  Guiding principles for building a strong and motivated teamAdvice for EBC Program Directors to Pay it ForwardExpanding team member roles to align with interests and strengthsStrategies to build support from the internal Aetna Community: Advisory Boards, Speakers Bureau, Voice of the CustomerImpactful contributions that leave a legacy How to transfer skills learned in briefing programs to our future careersResources“Learning to Lead” Ron Williams, former Aetna CEO “In The Current” by Virginia Kravitz, Writer & Mentor    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 HaywoodFormer 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.
The CX Live! Episode 69: Managing and Growing Your Global Multi-Site Program with Ricken Patel
Jan 8 2024
The CX Live! Episode 69: Managing and Growing Your Global Multi-Site Program with Ricken Patel
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 requirementsHow 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 CharacteristicsManagementFunctional organizationCommunicationMove Together Celebrate TogetherLearn TogetherEmbracing 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 locationsDaily communications to provide consistent experiences Analytics The motto of “share all data!” Curating self-service dashboards by personaePartner with “sister teams” for executive insights Lessons Learned including ‘Be extremely curious’, ‘Right-size advice and best practices’ and ‘Democratize and evangelize your data’! Resources“Good to Great” by Jim Collins“Turning the Flywheel: A Monograph to Accompany Good to Great” by Jim Collins“Hit Refresh” by Satya NadellaGuest Thought LeaderRicken PatelSenior 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.
The CX Live! Episode 68: 2023 Year in Review with Jaxlyn Werner
Dec 4 2023
The CX Live! Episode 68: 2023 Year in Review with Jaxlyn Werner
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 interviewsKey topics of interest provided in each episodeImportant resources referenced by our interviewees A look ahead to our 5th season of The CXLive! Podcast  Guest Co-Host: Jaxlyn WernerArtist, Entrepreneur, Honor Student, Tinker, Athlete and a leader for our next-generation, ArtvevaJax 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.
The CXLive! Episode 67: A Journey from Briefing Program Manager to Global Event Consultant with Rebecca Bucher
Oct 30 2023
The CXLive! Episode 67: A Journey from Briefing Program Manager to Global Event Consultant with Rebecca Bucher
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 How to negotiate for value and avoid hidden costs Guest Thought Leader: Rebecca BucherSenior Director, Global Accounts, HelmsBriscoe 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.
The CX Live! Episode 66: Strategies to Build/Grow Your Briefing Team and Program Offerings with Procore
Sep 29 2023
The CX Live! Episode 66: Strategies to Build/Grow Your Briefing Team and Program Offerings with Procore
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 programThe gift of Executive Buy-in and SponsorshipKnowing 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 Resources:“Unreasonable Hospitality” by Will GuidaraGuest Thought Leaders: Jessica GassSenior 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 SterlingExecutive 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 FaulknerExecutive 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!
The CX Live! Episode 65: Elevating Customer Conversations Through Dynamic Delivery with Corey Hansen
Jun 28 2023
The CX Live! Episode 65: Elevating Customer Conversations Through Dynamic Delivery with Corey Hansen
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 actionImplementing 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” Episode Resources: 4-A Way of Dynamic Delivery Graphic “Key Techniques for Dynamic Discussion Leaders” Blog “How to Act in Business: A Dialogue For Businesspeople in One Act” Book by Corey Hansen Guest Thought Leader: Corey Hansen  Dynamic Delivery Coach and Trainer, GoProBriefings.com 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.
The CX Live! Episode 64: Designing Customer Experiences to Expand Your Program's Impact with Steve Deitz and Susie Tobin
Jun 28 2023
The CX Live! Episode 64: Designing Customer Experiences to Expand Your Program's Impact with Steve Deitz and Susie Tobin
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 DesignKey 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 Episode Resources: “Power of Moments: Why Certain Experiences Have Extraordinary Impact” by Chip Heath & Dan Heath“Tiffanys NYC Flagship Store Shining Brighter Than Ever” Guest Thought Leaders: Steve Deitz CEO & Founder, 900lbs 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 Tobin Customer Engagement Advisor, 900lbsSusie 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.
The CX Live! Episode 63: Demonstrating Your Program's Impact with Storytelling Through Data with Renee Niebylski
Jun 5 2023
The CX Live! Episode 63: Demonstrating Your Program's Impact with Storytelling Through Data with Renee Niebylski
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 viewHow 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 dashboardsEpisode Resources:  MasterClass - Neil Degrasse TysonPresentation Psychology: Proven Strategies to Truly Connect with Your AudienceGuest Thought Leader: Renee NiebylskiDirector, 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.
The CX Live! Episode 62: Every Conversation Counts - Building Extraordinary Relationships with Riaz Meghji
May 31 2023
The CX Live! Episode 62: Every Conversation Counts - Building Extraordinary Relationships with Riaz Meghji
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 dataKey approaches to “make small talk bigger” including asking questions in a way that prompts deeper responsesThe importance of “listening without distraction” and how to be confident in our preparation to allow for improvisationWays 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 waysSteps 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.”Episode Resources: RiazMeghji.comYouTube - Riaz Meghji "Every Conversation Counts" Book by Riaz Meghji Scott Shute - Changing Work (and the World) from the Inside Out "Full Body Yes" Book by Scott Shute Guest Thought Leader:Riaz MeghjiHuman 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.
The CX Live! Episode 61: Icons of Impact - Barb Anderson
May 1 2023
The CX Live! Episode 61: Icons of Impact - Barb Anderson
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 DCHow 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 firstAdvice for today’s briefing professionals - Be Bold, Speak Up, Say YES to new opportunitiesGuest Thought Leader:Barb AndersonFormerly Director, Customer Engagement with Boeing Defense and Space SystemsHappily RetiredBarb 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.
The CX Live! Episode 60: Mission-Driven Storytelling - Developing a Content & Messaging Strategy That Tells an Unforgettable Story with Nathan Pisik
Mar 22 2023
The CX Live! Episode 60: Mission-Driven Storytelling - Developing a Content & Messaging Strategy That Tells an Unforgettable Story with Nathan Pisik
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 workHow to utilize curiosity-driven questions to drive compelling storiesThe 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 CentersAddressing the challenges for programs to achieve mission-driven storytellingThe 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 purposeEpisode Resources: The Book of Beautiful Questions - Warren BergerA More Beautiful Question - Warren BergerThe Culture Map - Erin MeyersJohnny Harris WebsiteGuest Thought Leader: 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.
The CX Live! Episode 59: Best Practices that Impact the Customer Experience with Adam Alfia
Mar 1 2023
The CX Live! Episode 59: Best Practices that Impact the Customer Experience with Adam Alfia
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 negativelyThe 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 fatigueTechnologies 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 interactionsEpisode Resource:Gartner: What's Your Customer Effort Score (CES)? Guest Thought LeaderAdam AlfiaFounder & Managing Director, Real Time Feedback 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.
The CX Live! Episode 58: Icons of Impact - Ann Benett
Feb 6 2023
The CX Live! Episode 58: Icons of Impact - Ann Benett
In our first ever “Icons of Impact” podcast episode, Ann Benett, formerly Manager of the Global Executive Briefing at Apple and President of Benett Communications and now happily retired, shares her valuable insights on the evolution of the briefing industry and key strategies for today’s briefing professionals all while reflecting on her love of the briefing profession and community.Episode Highlights:The most important shift in the briefing industry over the past 25+ yearsWhat she loves most about the briefing professionHow the pandemic changed the briefing landscape and positive outcomesKey hurdles briefing teams need to overcome to gain credibility with executive managementThree key strategies for today’s briefing professionals to: looking outward, looking inward, looking forwardEpisode Resources:Harvard Business ReviewABPM HomepageGuest Thought Leader: Ann BenettFormer Manager of the Global Executive Briefing at Apple & President of Benett CommunicationsAnn 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.
The CX Live! Episode 57: Measure, Analyze and Report EBC Program Effectiveness to Impact Executive Support with John Heiman
Jan 9 2023
The CX Live! Episode 57: Measure, Analyze and Report EBC Program Effectiveness to Impact Executive Support with John Heiman
In our first episode of 2023, John Heiman, Consultant with EBP Consulting, shares how to capture meaningful data to demonstrate the briefing program’s ROI. With a focus on effectiveness and efficiency, he highlights the importance of having a baseline to measure sentiment and methods for reporting the impact to executive management. Episode Highlights:The importance of understanding C Level “care abouts” related to data collection and analyticsWays to refocus the collection of metrics into two main categories: Effectiveness and EfficiencyThe power of the Net Promoter Score to demonstrate briefing impact on changing customer sentimentThe top 3 most impactful metrics to report to executive managementStrategies for communicating with executives for buy in on your long term program requirementsHow to build advocacy for prioritization with IT teams to utilize CRM tools for reporting briefing program influenceEpisode Resource:The Ultimate Question 2.0Guest Thought Leader: John HeimanConsultant, EBP Business ConsultingJohn 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.
The CX Live! Episode 56: A First Look at the ABPM's Updated Characteristics of World Class Briefing Programs
Dec 1 2022
The CX Live! Episode 56: A First Look at the ABPM's Updated Characteristics of World Class Briefing Programs
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 ProgramsThe importance of the characteristics within each of the five categories, how they continued to guide briefing teams through the pandemic, and remain applicable for programsKey insights from each of the five thought leaders who were interviewed along with examples they shared for achieving world classA review of the process for making changes to the document, a “first look” at those changes and the thinking behind themInspiring words of wisdom for briefing programs as we move into 2023Episode Resource:ABPM’s Updated Characteristics of World Class Briefing ProgramsGuest Thought Leaders: Elizabeth SimpsonPresident, ABPM 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 HurleyTrainer, Coach & Consultant, GoProBriefings.com 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.
The CX Live! Episode 55 - Customer Experiences That Inspire Action with Emily Kester and Marshall Thompson
Nov 1 2022
The CX Live! Episode 55 - Customer Experiences That Inspire Action with Emily Kester and Marshall Thompson
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, collaborationEpisode Resources:Hyperquake - Storybuilding CapesHyperquake - Highlight Reel VideoGuest Thought Leaders: Emily KesterCreative Director, Hyperquake 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 Thompson Director of Strategic Growth, Hyperquake 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.