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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!
The CX Live!
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, highlight the importance of building relationships with other customer facing programs teams. From account tiering and aligning with the sales cycle to leveraging stakeholder overlap, memorable touch points across the customer journey maintain consistent messaging and offer customization where possible. Both also share examples of maximizing synergies across briefing and events teams.
Highlights
- Customer facing programs boost customer loyalty, advocacy and satisfaction
- Value of long-term relationships with customers across programs
- Storytelling - more cohesive customer journey across teams
- Dell: Tiered Accounts, Sales Cycle (Inspire, Engage, Convert)
- Google: Align Customer Programs to Tiers, Map to Customer Journey or Sales Cycle
- Best practices for customer tiering
- Synergies between customer facing programs
- Google: Stakeholder overlap - EBC, Executive Sponsorship, and Speakers Bureau - In same org
- Dell: Executive Sponsor Program (ESP) and Executive Briefing Program (EBP) - In different orgs
- Merging EBC and Events Teams
- Dell: briefing planning infrastructure for meetings at Events, DL Strategy and Sourcing, communications with Sales organization
- Google: Focus on Priority Accounts, briefing managers create Executives itineraries
Resources
- DT Accounts & Customer Program Alignments - Journey
- DT Accounts & Customer Program Alignments - Pyramid
- Google Cloud Storytelling Across Programs
Guest Thought Leaders
Kelly DeRoche
Speakers Bureau & Strategic Engagements Lead, Google Cloud
Kelly is responsible for building and growing the Speakers Bureau program at Google. With this work, she’s scaling executive engagements by recruiting and supporting a community of thought leaders and experts from across Google to speak with customers on 100s of topic areas. In addition to Executive Briefings, Kelly works with Customer Programs like Executive Sponsorship and Customer Advisory Boards to create unique executive engagement strategies for top customers. Kelly is engaged in the ABPM community as a frequent Session Leader, Tour Host, World Class Award winner and now as a member of the ABPM Advisory Board. Kelly spent most of her life in Boston and now resides in San Francisco.
Kelly DeRoche
Speakers Bureau & Strategic Engagements Lead, Google Cloud
Kelly is responsible for building and growing the Speakers Bureau program at Google. With this work, she’s scaling executive engagements by recruiting and supporting a community of thought leaders and experts from across Google to speak with customers on 100s of topic areas. In addition to Executive Briefings, Kelly works with Customer Programs like Executive Sponsorship and Customer Advisory Boards to create unique executive engagement strategies for top customers. Kelly is engaged in the ABPM community as a frequent Session Leader, Tour Host, World Class Award winner and now as a member of the ABPM Advisory Board. Kelly spent most of her life in Boston and now resides in San Francisco.
Jocelyn Domabyl
Strategic Program Manager & Global Discussion Leader Bureau Lead, Dell Technologies
Jocelyn spearheads the strategy for recruiting, maintaining, and supporting a community of 2,500 Discussion Leaders who engage with customers on over 200 topic areas during Executive Briefings and other events. She has a proven track record of orchestrating diverse projects, building business frameworks, streamlining operations, and mentoring teams to foster professional growth and strategic alignment. Jocelyn is active
Strategic Program Manager & Global Discussion Leader Bureau Lead, Dell Technologies
Jocelyn spearheads the strategy for recruiting, maintaining, and supporting a community of 2,500 Discussion Leaders who engage with customers on over 200 topic areas during Executive Briefings and other events. She has a proven track record of orchestrating diverse projects, building business frameworks, streamlining operations, and mentoring teams to foster professional growth and strategic alignment. Jocelyn is active