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 75: Putting Your Program on the Path to Excellence with Ellen Barnes Pfiffner

July 09, 2024

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

Resources

Guest Thought Leader
Ellen Barnes Pfiffner
Consultant, EBP Consulting

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.