The CX Live! – Détails, épisodes et analyse

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The CX Live!

Business & Entrepreneuriat

Technologie

Business & Entrepreneuriat

Fréquence : 1 épisode/23j. Total Éps: 88

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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🇨🇦 Canada - management
10/09/2025
#64
🇬🇧 Grande Bretagne - management
09/06/2025
#92
🇨🇦 Canada - management
01/04/2025
#79
🇨🇦 Canada - management
31/03/2025
#60

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https://www.goprobriefings.com/
9 partages
https://www.ebpbusinessconsulting.com/
6 partages
https://www.abpm.com/
5 partages

https://www.linkedin.com/in/ellen-barnes-pfiffner-6b0188/
8 partages
https://www.linkedin.com/in/candiehurley/
7 partages
https://www.linkedin.com/in/elizabeth-simpson-a50b604/
4 partages

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Score global : 48%

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The CX Live! Episode 83: How Transformative Facilitation Elevates Briefing Programs with Jack Griffin & Ellen Barnes-Pfiffner

mercredi 5 mars 2025 • Durée 01:13:20

In this episode, Jack Griffin, CEO & Certified Coach, Light Up Ventures and Ellen Barnes-Pfiffner, Principal & Consultant, EBP Business Consulting highlight the power of Transformative Facilitation. Our conversation was rich with statistical data, step by step approaches, industry trends and real-life program examples that illustrate the art of facilitation and how it elevates ROI.

Highlights

Why Transformative Facilitation and How It Affects ROI
Addressing Cognitive Overload
Briefing Professionals Becoming 'Pilots'
Start by Understanding the ‘Who'
The Science of 1st Impressions
Working with Executives - The Rule of 3
Trends - Beyond Directing the Flow of Conversation
Meaningful Agendas to Tell Your Story
Employing the 7 Steps of Storytelling
The Power of Listening

Resources

EBP Articles: 'Emotional Intelligence and Facilitation' and more
'Lucid Meetings: Number, Effectiveness, and Cost of Meetings in the U.S.'
‘Luminary’ by Jack Griffin
‘Presence’ by Amy Cuddy
'The Effectiveness of Briefings' GACEP Report

Guest Thought Leaders

Jack Griffin, CEO & Certified Coach, Light Up Ventures

As CEO of this award-winning leadership development firm, Jack is on a mission to illuminate tech leaders through story development. He is also the author of Luminary, a #1 Best Selling book about communication for technical professionals. As a certified executive coach and leadership consultant, his expertise is dedicated to guiding ambitious leaders and their organizations toward transformative growth.

Ellen Barnes-Pfiffner, Principal & Consultant, EBP Business Consulting

As the Principal of EBP Business Consulting, Ellen is a highly skilled business executive with experience spanning sales, marketing, organizational development and corporate training. She utilizes her extensive experience to benchmark briefing programs, implementing plans to develop best in class briefing practices.

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The CX Live! Episode 82: Well-Rounded Experiences: What Centers Can Learn from Museums, Theme Parks and Other Destinations with Chad Hutson & Tim Kail

mercredi 5 février 2025 • Durée 01:10:20

In this episode, Chad Hutson, Chief Strategy Officer, and Tim Kail, Executive Creative Director, both of Dimensional Innovations, explore how experience-based destinations provide unique avenues for storytelling and creating memories that last. Employing ideas from these sources, managing budgets to achieve client objectives and testing future technologies are ways they encourage customer-facing programs to create well-rounded experiences for a variety of audiences.

Highlights

Museums: compelling content, interactivity, memorability
Theme Parks: ‘surprise & delight’, design, customization
Everyday Destinations: hospitality, education, relationships
Budgets: design, deploy, measure, optimize
Innovation Labs: test early, fail fast, fail small

Resources

‘Immersive Storytelling for Real and Imagined Worlds' by Margaret Kerrison
Star Wars Galaxy’s Edge
‘Go Big or Go Home' by Tucker Trotter and

The CX Live! Episode 73: The Benefits of Connected Balance for Briefing Professionals with Kathy Sebuck

dimanche 5 mai 2024 • Durée 01:14:07

In this episode, Kathy Sebuck, Founder & CEO of Marchitecture, shares perspectives for coping with stress, change and uncertainty to ensure our long term wellbeing. She provides compelling reasons and methods for examining our personal core values, implementing growth mindset tools, and employing positive intelligence tools among others to bring balance to our lives which is reflected in our personal and professional endeavors.

Highlights

The 4 Cs - Briefing World Takeaways
- Community, Connection, Collaboration, Communication
Perspectives for coping with change and uncertainty
- Ancient Wisdom/ History, Growth Mindset Tools, Personal Development, Conscious Leadership
How to set boundaries, focus on strengths, know our job is not our value
The “Connected Balance Experience”
- Core Values, Your body’s intuitive guidance system (HeartMath and Neuroscience), Transformational Presence, Positive Intelligence Tools
Remember the Golden Rule - kindness, gratitude, positivity

Resources

Suggested Reading List

The CX Live! Episode 72: Beyond "Wow Factor", What is an "Immersive" Experience? with Mark Coxon & Joe Whitesides of AVI-SPL

vendredi 29 mars 2024 • Durée 01:03:30

In this episode, Mark Coxon, Director of Business Development and Joe Whitesides, Director of Experience Technology, both of the XTG Division of AVI-SPL, delve deep into the psychology of attracting, educating, entertaining and moving your audience to take action. It’s very clear that their backgrounds in the areas of behavioral psychology drive their passionate approach to creating impactful spaces and experiences. From examining what is 'Wow Factor’ and the need to prepare our audience for messaging, to studying how to create truly immersive experiences, we discuss ways of stacking senses like understanding vision and auditory more deeply, plus exploring techniques like coding memories, the newness of content, contrast of scale and transporting via the narrative just to name a few. Get ready!

Highlights

Examining “Wow Factor”
- A World of Overstimulation
- Sensory Resetting
- Preparing for the Message
- Interrupt for Attention to Drive Action
- Providing Less Choices
Using Novelty and Scale
- Peripheral Vision vs Foveal Vision
- Stacking Senses
- Newness of Content
- Contrast of Scale
Appeal to the Senses
- Neuro Linguistic Programming (NLP) - Coding Memories
- Anchoring / Triggering / Nostalgia
- Auditory - Contextual Immersive Directional Audio
Transporting Guests
- Educating While Entertaining
- Leverage Existing Physical Design
- Leaving White Space
- Narrative Transportation

Resources

"Thinking Fast & Slow" - Daniel Kahneman, "The Paradox of Choice" - Barry Schwartz, "Stories That Stick" - Kindra Hall, "Free Guy" Movie

Guest Thought Leaders

Mark CoxonDirector of Business Development, XTG Division of Mark has been in the technology industry for the last 23 years and has a wide variety of experience in the design and implementation of workplace technology. Mark’s current role with XTG involves supporting conversations around the future of work and executive briefing center programs with some of the world’s largest companies. Although Mark has a deep technical background, his real passion is working at the intersection of physical space, behavioral psychology, and technology design to create real impact. Mark writes for several trade publications and is a regular guest on several podcasts and industry panels. He also teaches a workplace technology workshop for AVIXA (Audio Visual and Integrated Experience Association) on Creating the New Connection Center.Director of Experience Technology, XTG Division of Joe has over 25 years of experience in the AV industry serving as systems designer, executive manager, and consultant. Joe works with clients in a variety of markets, including experiential environments, associations, large law firms, banking, defense contracting, and federal government. As a leader, Joe has worked to develop teams and improve processes from sales to installation, while striving to provide industry-leading customer service. As Director of Experience Technology, Joe leads a team designing systems for Corporate Experience and Briefing Centers, working on international projects. Joe maintains certifications from a variety of manufacturers and industry partners (including CTS-D

The CX Live! Episode 71: New Approaches to Ideate, Build and Measure Interactive Spaces with Brittany Bell of Deep Local and James Chester of Gumband

mardi 5 mars 2024 • Durée 01:25:08

In this episode Brittany Bell, Managing Director at Deeplocal, and James Chester, Managing Director at Gumband, share the unique ways that briefing programs can develop more memorable in person experiences. From initial discovery and ideation sessions to how to engineer spaces that evolve over time, it’s the ability to measure the impact of these spaces by tracking actual utilization that briefing teams need to understand.

Highlights

A different approach to the Ideation Process - bring Creatives and Engineers together from the start
Key principles of “showing, not telling” and the concept of learning through play
Keeping experiences focused on a singular message using levels known as “Wading, Swimming, Diving”
Future proofing with technology - ensuring spaces can evolve over time
Applying an integrated approach for platform control and measurement
Being prepared for Day 2 - the concept of installation as the starting line
Strategies for working with partners - collaboration, communication, and transparency
Gathering stakeholder voices, and keeping the process on track via roles, not people
The importance of playtesting and prototyping in the build phase - why testing design assumptions pays off
A 6 step Process - from “concepting” to “install and wrap-up”
Gumband design - flexible and modular to integrate numerous technologies
Measurements including collecting, storing and displaying data on both passive and active engagements helping to determine future content strategies

Resources

Simon Sinek: A Bit of Optimism Podcast “Humanize with Thomas Heatherwick”
The Deeplocal / Gumband Process

Guest Thought Leaders

Brittany Bell
Managing Director, Brittany Bell is the Managing Director of Deeplocal, an award-winning creative technology and experience design company. She has nearly a decade of experience in project management, interactive exhibit design, integrated marketing strategies, consumer insights, brand communications, customer experience, and events.

The CX Live! Episode 70: How to Prioritize Your Team and Community to Build a Better Program with Jackie Haywood

dimanche 4 février 2024 • Durée 01:02:12

In this episode, Jackie Haywood, former Director of the Aetna Customer Center, shares about her experience developing and managing the briefing program while staying focused on building an environment that prioritizes team and community. She reveals the guiding principles that she implemented to build a strong team while advising how today’s program leads can expand their reach and pay it forward. From Advisory Boards and Speakers Bureaus to the Voice of the Customer, Jackie highlights ways to build both internal and external community partnerships to help programs evolve and grow.

“Never underestimate opportunities that could come from very unexpected places (i.e. serve on a committee, give an opinion, be part of a project)...It could influence your future career. As managers, we must be willing to do whatever it takes to support your team for success! Never stop supporting each other and always stay in touch with your network.”

Highlights

An overview of Aetna, creating the Aetna Customer Center and team
The importance of Executive Support and being flexible
Expand your program and space to external community initiatives
The Aetna Customer Center program differentiators and best practices
Guiding principles for building a strong and motivated team
Advice for EBC Program Directors to Pay it Forward
Expanding team member roles to align with interests and strengths
Strategies to build support from the internal Aetna Community: Advisory Boards, Speakers Bureau, Voice of the Customer
Impactful contributions that leave a legacy
How to transfer skills learned in briefing programs to our future careers

Resources

“Learning to Lead” Ron Williams, former Aetna CEO
“In The Current” by Virginia Kravitz, Writer & Mentor
- This blog contains inspiring posts on a variety of topics, each with universal life lessons that are both relevant and relatable.

Guest Thought Leader

The CX Live! Episode 69: Managing and Growing Your Global Multi-Site Program with Ricken Patel

lundi 8 janvier 2024 • Durée 01:04:25

In this episode, Ricken Patel, Senior Leader, Global CXC, with Cisco goes into great detail about expansion of the Cisco Experience Centers, including new models for recently opened centers in Atlanta and Paris. He also focuses on how Cisco has applied strategies related to each of the ABPM world class characteristics (Management, Operations, Branding/Experience and Analytics) to create a more globally unified team that moves together, celebrates together and learns together.

“Democratize and evangelize your data - being more open with our data has allowed us to build tighter relationships, get access to the right people, and even get some funding out of it. The more people know about what you’re doing and bringing to the table, the better off you’ll be.”

Highlights

The Cisco Global CXC Program defined including locations, team member roles, demos and onsite requirements
How to fast track the build and launch of a new regional center while implementing a new service model
The importance of referencing the ABPM World Class Characteristics
- Management
  - Functional organization
  - Communication
    - Move Together
    - Celebrate Together
    - Learn Together
  - Embracing so called “Rogue Centers”
- Operations
  - Vision - how to set priorities according to your “North Star”
  - Tools & Resources - driving strategy through consistency
  - Processes - Common vs Local
- Branding / Experience
  - Consistent branding across locations
  - Daily communications to provide consistent experiences
- Analytics
  - The motto of “share all data!”
  - Curating self-service dashboards by personae
  - Partner with “sister teams” for executive insights
- Lessons Learned including ‘Be extremely curious’, ‘Right-size advice and best practices’ and ‘Democratize and evangelize your data’!

Resources

“Good to Great” by Jim Collins

The CX Live! Episode 68: 2023 Year in Review with Jaxlyn Werner

lundi 4 décembre 2023 • Durée 19:53

In this episode, my daughter, Jaxlyn Werner, and I review the highlights of our 2023 season providing key nuggets and resources from this year’s amazing interviewees. We introduce our 5th season which will start in January 2024 to include more conversations with global briefing industry leaders who are changing and elevating our profession with their creativity and willingness to think outside the box.

Highlights:

A review of all 11 episodes of our 2023 thought leader interviews
Key topics of interest provided in each episode
Important resources referenced by our interviewees
A look ahead to our 5th season of The CXLive! Podcast

Guest Co-Host:

Jaxlyn Werner

Artist, Entrepreneur, Honor Student, Tinker, Athlete and a leader for our next-generation, Artveva

Jax just turned 12 and is currently in 6th grade at the same middle school I attended! She loves math and science and is on the Principal’s Honor Roll. She loves the arts including musical theater. She recently won 1st place in 2 drawing categories in 5th grade and has created a number of painting series including one for Ukraine relief efforts last year. Her creativity is showcased in her pop up Art Booth where she sells her paintings, bracelets, stress balls and more. She plans to start her own Etsy site very soon called Artveva.

Jax has a mechanical mind like her dad. She’s so curious, taking things apart and figuring out how to put them back together. Thank goodness she also has a scheduling mind like me. She is very athletic having been involved in dance, gymnastics, tennis, basketball, and volleyball over the years, now focusing on her latest passion: Karate.

Jax stays informed about what is going on in the world and is defining her own voice. Needless to say, we are very proud of her and are so excited for the next steps in her journey.

And her journey to the briefing world was an obvious one. Already a veteran of ABPM events, Jax attended her first ABPM Spring Conference in 2012 in Boston at 6 months old. Many of you may remember meeting her there and seeing her again at Solution Partner Showcase events when held in Santa Clara before we moved home to Redding, CA in 2016. And of course, I couldn’t resist sharing photos of her in opening slides when teaching ABPM sessions. Thank you to so many of you for your care and interest in her life over the years.

The CXLive! Episode 67: A Journey from Briefing Program Manager to Global Event Consultant with Rebecca Bucher

lundi 30 octobre 2023 • Durée 51:20

In this episode, Rebecca Bucher, Senior Director, Global Accounts with HelmsBriscoe, takes us along her journey from her days managing the Xerox Briefing Program to working with the ABPM team and ultimately defining a new career consulting for global events. She shares key elements that everyone leading event teams, including those briefing programs who have taken on event teams, should know when negotiating contracts for hotels, AV, transportation, and other services. Rebecca specifically addresses how important it is to look for and uncover hidden costs when negotiating on her clients’ behalf.

Highlights:

Rebecca’s career with Xerox where she held many different positions
The road to managing the Xerox Briefing Program
Her introduction to and ongoing relationship with the ABPM Team
How to leverage the power of global players to address clients’ needs
Specific event elements Group Business clients should know when looking to secure hotels, AV, transportation and other services
How to negotiate for value and avoid hidden costs

Guest Thought Leader:

Rebecca Bucher

Senior Director, Global Accounts, HelmsBriscoe

Rebecca worked for Xerox Corporation for more than 20 years and held numerous positions including Manager of their Briefing Program. She has been an active member of ABPM since 2000 participating in every conference, hosting Tour Day in their NYC Center, and also served on the ABPM Advisory Board.

Today, Rebecca is an associate with HelmsBriscoe, the global leader in meetings procurement. In this role, she offers an easy and cost-free alternative to the time-consuming and costly aspects of finding and contracting a hotel for group events. Rebecca has received their President’s Club Award 11 times. And, the ABPM staff relies on Rebecca to find, negotiate and contract hotel locations for all their conferences.

The CX Live! Episode 66: Strategies to Build/Grow Your Briefing Team and Program Offerings with Procore

vendredi 29 septembre 2023 • Durée 01:16:37

In this episode, members of the Procore briefing team including Jessica Gass, Simone Sterling and Cheyanne Faulkner share the story of how they envisioned, built, grew and continue to expand their APEX briefing program and its offerings. From the importance of understanding their unique audience to the organic evolution of a program that the whole company believes in and is proud to participate in, this is a success story that inspires!

Highlights:

How the Procore briefing program began in 2020
Stages in the evolution of APEX, the Procore briefing program
The gift of Executive Buy-in and Sponsorship
Knowing the Construction industry and creating unique “white glove” Procore experiences
Expansion to internal, external and industry relevant engagements
The power of Processes, Tools, and Solution Partners
The Procore team’s vision for the coming years including international growth and formalizing the Executive Event program

Resources:

“Unreasonable Hospitality” by Will Guidara

Guest Thought Leaders:

Jessica Gass
Senior Manager, Field and Executive Marketing, Procore
Jess currently manages the briefing program as well as field marketing and other executive event programs at Procore. Her previous experience includes roles in field marketing at BMC and Cloudera as well as some Marketing generalist roles at early stage startups that were acquired into those companies. Her early career included concierge work at the Hyatt and an overnight bellman role at the Four Seasons which really spurred her interest in delighting people and not really ever being able to say no (which has been both a blessing and a curse - her team can attest).

Executive Program Marketing Associate Member, After graduating with a sports marketing background. She has pursued her roles in events over the last 10 years in nonprofit events, sports events, tradeshows and now executive events. Executive Event Program Associate Member, With her early roles at WeWork and Zendesk in marketing events and hospitality, Cheyanne has always had a passion for making people feel welcome and connected ever since she was a kid. Cheyanne’s first time interaction with ABPM was at the Boston 2023 conference!

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