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 20: Small Briefing Programs (Managing On-Site, Virtual & Hybrid Models) w/ Christina Scolieri and Craig Valent

March 04, 2021 • The CXApp Live! • Season 1 • Episode 20

In this episode, we talk with Christina and Craig from Omnicell and get candid insights about what it’s like and what it takes to run a small briefing program with less staff, less budget, and fewer resources.

Episode Highlights:

Small briefing center challenges
Reflections on sharing responsibilities between 2 people
Being the wearer of multiple hats
Addressing the blurred line between job role and where to focus efforts
How to ensure on-site visits are strategic
Knowing what information to share/show customers in shorter timeframes
Allowing space for the in-between moments
Helping leadership understand capital improvements/facilities for the center
Helping leadership understand EBC best practices
The value of laying ground rules for how/when/who can use the space
Ideas for using multimedia in agenda details
Using briefing tools to aid in before, during, and after journeys
Use cases for increased automation
How to create one reference place to house all customer information and touchpoints
And of course… building trust within your team first and foremost!

Guest Thought Leaders:

Christina Scolieri
Executive Briefing Program Manager, Omnicell

Researched, developed, prototyped, and piloted a tool that analyzes hospital specific medication and Diagnosis-Related Group (DRG) data to provide recommendations on best practice; Created proprietary algorithms within the aforementioned tool to run “studies” against certain data sets to provide customers with research style outputs; Also created proprietary algorithms to designate specific medication administration dosing and associated unit dosing price in order to provide hospitals with more insight into bedside medication spend. Advanced use of SQL, Databricks, Qlik & Microsoft Office Systems

Craig Valent
Technical Briefing Manager, Omnicell

Experienced Sales / Marketing Engineering Manager with a demonstrated history of working in the medical device industry. Skilled in Product Demonstrations, Medical Devices, Sales Enablement/Operations, Executive Briefing Programs, Training Technology, and Project Management. Strong technology professional with a Master of Science (M.S.) focused in Project Management from Robert Morris University.