The CX Live! Episode 13: Building World Class Programs w/ Karen Olivero

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

Guest Thought Leader:

Karen Olivero
Senior Director, Customer Advocacy Strategy & Programs,  Hewlett Packard Enterprise (HPE)

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