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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!
Episodes
79 episodes
The CX Live! Episode 79: From Rattlesnakes to Results: Crafting Change in EBCs with People, Processes and Projects with Keeley Lundquist
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...
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55:10
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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
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 influ...
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52:55
The CX Live! Episode 77: The Role of Branded Merchandise in the Customer Journey with Crissy Manwaring
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 imp...
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1:00:00
The CX Live! Episode 76: Maximizing Synergies Across Customer Programs with Kelly DeRoche and Jocelyn Domabyl
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, high...
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1:18:49
The CX Live! Episode 75: Putting Your Program on the Path to Excellence with Ellen Barnes Pfiffner
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 p...
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58:12
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 mind...
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1:01:00
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...
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1:14:07
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 audi...
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1:03:30
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 s...
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1:25:08
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 re...
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1:02:12
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 Cis...
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1:04:25
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...
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19:53
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 ...
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51:20
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 t...
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1:16:37
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....
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59:20
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 buildin...
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51:37
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 towar...
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1:01:31
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 ...
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58:20
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...
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56:11
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 compelli...
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Episode 60
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51:57
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 th...
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Season 1
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Episode 59
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40:50
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 bri...
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Season 1
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Episode 58
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37:57
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 b...
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Season 1
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Episode 57
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57:12
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 Worl...
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Season 1
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Episode 56
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1:04:26
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. ...
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Season 1
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Episode 55
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1:00:15