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 4: Virtual Briefings w/ Ellen Barnes Pfiffner, Alyssa Taylor, and Kevin Powers

April 15, 2020 • Ellen Barnes Pfiffner, Alyssa Taylor, Kevin Powers • Episode 4

In this episode, we’ve brought together a panel of experts to discuss the current need for shift to virtual briefings. The current state of business is forcing several companies to reimagine their customer experience programs for short-term effectiveness and long-term sustainability. Each of the guests on this podcast bring a unique insight to the conversation from facilitation, to technology, and a real-life use cases.

Episode Highlights:

@ 6:23 ELLEN BARNES-PFIFFNER - INTERNAL MARKETING, PLANNING & AGENDA, FACILITATION & ETIQUETTE

Shifting focus to create highly personalized, customized, internal events
Which audiences you need to reach out to and how to prepare for those conversations
- Tip! Hold a mini virtual briefing for top sales people to demonstrate the structure
Suggestions on how to prepare and set-up your virtual briefing model
Tips for virtual collaboration and video meeting etiquette
How to address the four pillars of emotional intelligence

@ 23:20 ALYSSA TAYLOR - REAL-LIFE USE CASE FROM RIPPLE

How Alyssa shifted the Ripple customer program to create a virtual briefing strategy
Suggestions on getting buy-in and leveraging resources
Recommendations for thinking about the process holistically
The importance of tools, infrastructure, and training!
Setting yourself up to build trust and gain commitment in a virtual selling environment

@ 33:06 KEVIN POWERS - MANAGING AND DELIVERING CONTENT VIA VIRTUAL CHANNELS, TECHNOLOGIES

Helping you understand the terminology of technology
Considerations for what different platforms offer and are capable of
- For example, what can be used internally vs externally (beyond the firewall)
How to match applications with your company’s objectives and existing technologies/services
Tips to avoid “talking heads”
Paying attention to what you’re doing before, during, and after to nurture and extend the relationship

Guest Thought Leaders:

Ellen Barnes Pfiffner
Consultant, EBP Business Consulting
Ellen is the principal of EBP Business Consulting. A highly-skilled business executive with telecom experience spanning sales, marketing, organizational development and corporate training. Extensive experience in developing and implementing strategic programs in support of company initiatives.

Alyssa Taylor
Strategic Sales Manager, Ripple
Experienced Sales Program Manager with a demonstrated history of working in financial technology. Skilled in Executive Briefing Management, Training Facilitation and Sales Enablement. I bring an organizational framework and creative touch to everything I do.

Kevin Powers
Briefing Manager, AT&T
Creative, solutions-oriented and resourceful leader with experience in marketing, sales support, executive briefing centers, and media production. Expertise in creating and executing customized / executive briefings, marketing programs across enterprise and mobile products and solutions, and collaboration with senior sales executives and client teams that results in increased revenue generation and enhanced customer relationships. A thought leader who demonstrates a blended creative, technical and strategic approach that impacts the entire sales process.