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 11: Benchmarking w/ Candie Hurley

August 17, 2020 • Candie Hurley, Trainer/Coach/Consultant at Benett Communications and Mandel Communications

In this episode, Candie Hurley discusses the importance of benchmarking within customer experience and briefing programs to ensure that teams are planning, executing, and refining program initiatives that match with current industry standards and business trends.

Episode Highlights:

Assessing whether your program is behind the curve, playing table stakes, or an industry leader
Benefits of outside consultation
Including ‘world-class characteristics’ in your assessment of strengths or gaps in that criteria.
How to prioritize operational and capital investments.
Get an example of an industry use case and getting to your ‘aha’ moment.
Learn what the heck is a '“well-baby” check and why it matters!

Guest Thought Leader:

Candie Hurley
Trainer/Coach/Consultant, Benett Communications

Helping briefing professionals become world class facilitators. Deliver 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.