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!

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The CX Live!

The CX Live! Episode 56: A First Look at the ABPM's Updated Characteristics of World Class Briefing Programs

November 30, 2022 • The CX Live! • Season 1 • Episode 56

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

Episode Resource:

ABPM’s Updated Characteristics of World Class Briefing Programs

Guest Thought Leaders:

Elizabeth Simpson
President, 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 Hurley
Trainer, 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.