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!

All Episodes

The CX Live!

The CX Live! Episode 34: Building Powerful Discussion Leader Bureaus w/ Jill Swartz

October 14, 2021 • The CXApp Live! • Season 1 • Episode 34

In this episode, Jill Swartz from Dell Technologies Executive Briefing Program gives insights into how to build a strong discussion leader bureau and maintain it while strategically tackling the challenge of navigating from virtual to hybrid engagements.

Episode Highlights:

Overview of Dell Technologies global briefing program and how it evolved since the merger with EMC
Foundational elements that worked so hard to build the DL Bureau before COVID happened
Role of Discussion Leaders has changed as we’ve had to shift from in-person to virtual briefings
What new strategies have you implemented to empower DLs to feel confident in this virtual time
The current plan for moving to hybrid and then to in-person
Lessons learned

Guest Thought Leader:

Jill Swartz
Senior Program Manager, Strategic Programs, Dell Technologies

Jill is responsible for directing the strategy and vision behind the Dell Global Executive Briefing Program (EBP)’s Discussion Leader Bureau and other key initiatives. She manages a global volunteer community of 2,600, in a program that touches more than 20,000 customers, and supports a sales team of 40,000.

Prioritizing the customer experience, Jill also focuses her efforts on enhancing engagement and maximizing impact through world-class moderation and facilitation of Executive Briefings. During her five-year tenure in the role, Jill built the world’s largest EBP Discussion Leader Community. Additionally, she improved accessibility and process efficiencies by deploying workshops and trainings to the cloud as well as spearheading the expansion of developmental offerings worldwide.

As a leader, Jill is recognized for her unrelenting optimism and collaborative, high-energy coaching style that she brings to every project. Jill holds a Bachelor of Science in Business and Marketing from Arizona State University along with a Digital Event Strategist Certification earned from the Professional Convention Management Association (PCMA).