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! Episode 88: The EBC-as-a-Service: How Design and Innovation Turn Challenges into Opportunities
Tuesday, August 19, 2025 • Duration 01:23:00
In our latest episode, John Morley, Principal of John Morley Co and CEP Innovation Coach with GoProBriefings.com, shares how EBCs/CEPs are the ultimate innovation engines within organizations, driving new value through fresh insights. From his years managing the EMC EBC Program and work in Design and Innovation, John outlines numerous ways to position and deliver EBC-as-a-Service, seen as a business and the complete value differentiator it is.
Highlights
Design Thinking - desirable, feasible, viable
Value Proposition Canvas - customer wants to achieve, what’s in their way?
“Brokering” experiences - framework designed within EMC Program
EBC-as-a-Business - program intention, business model canvas, innovation
EBCs/CEPs are Innovators - new value from new insights (example: VCE)
John helps forward-looking leaders and organizations rapidly realize exponential value through the investments they have already made – in their existing people and resources. He focuses on generating net new value by looking beyond problems to reimagine the impact we can create when we reframe challenges as opportunities. John’s expertise lies in being an intrapreneur and program leader, where he leverages his skills in innovation, design, data science, and AI to resolve complex challenges. He credits what he works on now to the skills and the relationships he learned to value and grow while working in CEPs.
The CX Live! Episode 87: How Data-Driven Reporting Enables Program Expansion with Mary Stratton
Wednesday, July 23, 2025 • Duration 01:00:19
In our latest episode, Mary Stratton, Senior Manager of CXO Experiences at Rubrik, shares how she set her vision for her small program and through data-driven reporting solidified executive support and expanded her program. From setting clear parameters like requiring VP-level and above attendees, and requests be tied to SFDC Opportunities, to developing an all inclusive reporting dashboard to address executive level care-abouts, she has been laser focused on improving deal closure and driving pipeline. Mary partnered with Marketing Operations to build this dashboard using data from multiple platform tools which helped justify her HQ center upgrade and the addition of a new team member. She also highlights her latest adventure of taking on executive meetings at trade shows and conferences as well as ‘EBCs on the Road’. Mary is an inspiration in our industry and happy to meet with those who seek her council on demonstrating value through reporting.
Highlights
Rubrik’s CXO Experiences - 3 modalities
Briefing Program
Meetings at Industry Shows / Events
EBCs on the Road
Challenges faced while launching the Briefing Program
Build network, connect with resources
Leadership buy-in
Build trust, create sales champions
Building Executive Support
Critical: Articulate your program's impact on the business
Using tools/integrations: BriefingSource, Salesforce, Tableau
How to collect data needed for Reports
Leverage Briefing Management Platform
Work with Marketing Ops Team
What metrics to build into Dashboard to showcase impact
Address Marketing and Sales organizations careabouts
Target metrics for C Level Personages: CEO, CRO, CSO, etc.
Individual win rate percentage for opps using briefings vs not
Account Type Breakdown (existing customers vs prospects vs partners)
The CX Live! Episode 86: Think Different: New Approaches to Spark Change in Your Briefing Design with Bram Jonker
Thursday, June 12, 2025 • Duration 01:05:12
In our latest episode, Bram Jonker, Principal Evangelist at Miro challenges program teams to think differently and offers a number of new approaches for designing memorable experiences that allow customers to feel safe, heard, and want to build a long term relationship. From inviting external thought leaders to engage with customers and assigning specific roles to internal attendees, to employing an abundance mindset and implementing AI to support more effective facilitation, teams can truly focus on, listen to and delight their customers.
Highlights
The Role of the EBC - visitors feel safe, heard and come back
Not Repeating the Same Process - think differently, plan for unique return visits
Making the most of Opportunities with Customers - empathy, listening
Gather Feedback After Briefing - search for ways to improve, constantly innovate
Invite External Thought Leaders - spark change, drive impact
Building Trust with Account Team - MDC facilitation, specific roles for each attendee
Employ AI in all Briefings - AI for admin functions, facilitator focuses on customers
Abundance Mindset - shift from limitations of scarcity mindset, set bar higher
'Hug Your Customers' - authentic moments to show you care
The CX Live! Episode 85: How Bad Math Allows for Creativity, Collaboration and Retaining Your Culture with Traylor Woodall
Thursday, May 8, 2025 • Duration 49:20
In our latest episode, Traylor Woodall, CEO and Founder of Fivestone Studios, shares how working in the film and TV world has informed unique approaches to working with clients in the briefing world and beyond. He ‘opens the kimono’ on how supporting creativity and collaboration helps to establish and maintain a unique culture that makes space for artists to grow and thrive - what he calls ‘Bad Math - the power of 1+1 = 3’. Traylor is very honest about the transition that he is making as CEO, to not be the center of every decision while continuing to live the company’s values, celebrating team members inside and outside of work, and listening to everyone’s ideas.
Highlights
Space for artists to grow and become ‘creative warriors’
Learnings from motion packages for TV networks, ad agencies and large brands
Approaches to creativity and collaboration with clients
Storytelling - the narrative thread
Motion Design - transform static assets into motion toolkits
Brevity - tell the story with simplicity and focus
Culture that embraces creativity and collaboration
A space for ‘Bad Math’, where 1+1 = 3
Supporting your team
Manage client expectations
Talk about life outside of work
Unlimited PTO
Rhythms of connection
Honoring your team outside the company
Protect the culture
Repeatable processes that don’t rely on the CEO
Weekly direct 1:1s with all leadership
Demonstrate good culture in public
Resources
Experiences outside the briefing world can provide fresh approaches when working on EBC projects
The CX Live! Episode 84: Staying Connected & Inspired in a Noisy World with Pete Riddell
Wednesday, April 9, 2025 • Duration 01:03:25
In our first episode, post the GACEP Spring Conference, Pete Riddell, Executive Creative Director with Derse, shares his gift for human storytelling while offering key ways to stay connected and inspired in today’s noisy world. It’s no surprise that Pete’s moving LinkedIn posts were the ‘inspiration’ for this conversation. From helping us to be more mindful of where we focus our energy and creating opportunities for ‘conversational jazz’ with kindred spirits, to how we center ourselves and take a moment before we respond or participate with others, Pete showcases the joy of savoring connectedness by turning people into storytellers. Be curious, listen, contribute positively to our society, make kind gestures, lift others up, make lasting memories… so many Peteisms.
Highlights
Connection: Check in with friends - how are you doing (daily rating 1 to 10)
Inspiration: practice conversational jazz with kindred spirits - who to reach out to
Being better stewards of our time - unsubscribe from social apps
Remind ourselves of memories - scroll through personal photos instead
Centering ourselves: Being mindful in the moment - doing smallest of things
When you think of friends and family: reach out, text, call, send hand-written note
We have agency to choose how we respond or participate
Humble pebbles to put on the scale - contribute in this noisy world
Curiosity - ask questions that turn people into storytellers
The CX Live! Episode 83: How Transformative Facilitation Elevates Briefing Programs with Jack Griffin & Ellen Barnes-Pfiffner
Wednesday, March 5, 2025 • Duration 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
The CX Live! Episode 82: Well-Rounded Experiences: What Centers Can Learn from Museums, Theme Parks and Other Destinations with Chad Hutson & Tim Kail
Wednesday, February 5, 2025 • Duration 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.
The CX Live! Episode 81: Connections Evolved: The Why Behind ABPM Becoming the Global Association of Customer Engagement Professionals with Elizabeth Simpson
Tuesday, January 14, 2025 • Duration 50:08
Happy New Year! What a fantastic way to start 2025…with some amazing news! Elizabeth Simpson, President of the Global Association of Customer Engagement Professionals (GACEP, formerly ABPM), shares everything you want to know about why the decision was made to make this significant change after 30 years as the ABPM. We discussed this evolution including the ‘aha moments’ that the universe kept sending to confirm this was the right path. Elizabeth tells multiple stories about discussions with members, the Advisory Board and the European Leadership Council that helped inform the decision, as well as the necessary steps and the timeline for the transition. She also reinforces who the GACEP will continue to support at its core and which roles may naturally join the community over time. This trusted community remains essential in supporting programs to achieve their vision and provide valuable guidance, best practices and insights from real-world experiences.
Highlights
The impetus for changing the association's name to GACEP
Clear ‘Aha’ moments leading to the change
The process for change: confirming the new name
GACEP = Global Association of Customer Engagement Professionals
Who the GACEP will continue to serve
Who we still are at our core
Who we will welcome:
CAB Teams
Executive Sponsor Program Teams
Customer Insight Teams
Customer Reference Teams
Who we are not (few to many)
How to pronounce GACEP > G-ACE-P
Symbolism of the new GACEP logo
The complete change will take time, please let us know if you find any locations or documents where the change from ABPM to GACEP has not been made
The CX Live! Episode 80: How to Make Connections and Build a Strong Network with Sharon Gewirtzman
Monday, December 2, 2024 • Duration 45:18
In our year-end episode, Sharon Gewirtzman, Founder of TheCreativebySharon, shares her insights and expertise for becoming a ‘Super Connector’ - a career path dedicated to facilitating valuable introductions. From her time managing Visitor Centers to building trust with customers within the Amdocs and Palo Alto Networks briefing programs, Sharon is following her lifelong passion for connecting people and offering tools to help others do the same. She reviews the principles of intentional networking and techniques to be more effective including icebreakers to kickstart meaningful conversations and a connection tracker to assist in follow up activities. Key takeaways include learning how networking can be a joyous experience and the importance of surrounding yourself with people who have a positive mindset, who lift you up and bring you to long term relationships. The perfect listen for this holiday season!
Highlights
Definition, Benefits and Steps to become a ‘Super Connector’
The Power of Networking
Sharon’s Term: ‘Principles of Intentional Networking’
Approach to Networking is a ‘Mindset’
True human interaction, not just on smartphones
Generation Z Networking Workshop - coming in January
Tools to Step Up Your Networking Game
Ice Breakers for Meaningful Conversations - many different scenarios
Networking Connections Tracker - the key is Follow Up!
Key Takeaway: start meaningful conversations and not just collect business cards
Networking can be a joyous experience
Surround yourself with people who have a positive mindset and lift you up
Truly listen with curiosity and develop your mental brain database
The CX Live! Episode 79: From Rattlesnakes to Results: Crafting Change in EBCs with People, Processes and Projects with Keeley Lundquist
Friday, November 8, 2024 • Duration 55:10
In this episode, Keeley Lundquist, Founder and Executive Consultant of Lime Group LLC, and Executive Briefing Center Expert/Transformation Leader, formerly of IBM, shares impactful approaches for effectively managing change within organizations. From her ‘Integrated Success Framework’ that focuses on people, processes and projects, to the power of design thinking, Keeley illustrates how briefing professionals can remain agile and address barrier points to drive continuous innovation and transformation. She also introduces our audience to the powerful 5 stage ADKAR model from Prosci for overcoming resistance, ensuring team members are ready to adapt to change.
Highlights
Rattlesnakes - Meet People Where They Are, Build Trust
How Organizations Manage Change - Flywheel vs. Pinball
Design Thinking in EBCs - Collaborative Problem-Solving with Customers
Integrated Success Framework - People, Processes, and Projects
Overcoming Resistance to Change - Introducing ADKAR
Barrier Points - Address the Emotional and Motivational Aspects Early
Future of EBCs - Continuous Innovation and Transformation
Having led the Rubrik Executive Briefing Program for more than 2 years by herself, Mary has worked extremely hard to build upon the foundational aspects she inherited when joining the company in 2022. From finishing an ‘in-progress’ physical Center to rebuilding a program that was dormant for more than a year, she’s demonstrated the value that her executives and sales team have come to rely on to support them in closing more business.
Prior to Rubrik, Mary cut her teeth in the briefing world at the Rackspace Technology and AppDynamics Briefing Programs where she learned from strong mentors about the importance of both the strategic and tactical aspects of managing a program and reporting on every metric possible. Today, Mary has expanded her program to support global briefings beyond her Palo Alto headquarters and has added executive meetings at top tier tradeshows/conferences to her plate. She is married and mom to 3.5 year old twins.
Bram’s focus is on cultivating collaborative relationships with key executives from leading multinational corporations to define the future of work. He engages with industry thought leaders to co-author thought leadership articles and deliver impactful presentations to diverse audiences. Additionally, Bram collaborates closely with Miro’s Account Executives, leveraging his network to expand their market presence and support the sales cycle effectively.
With a background in the consulting sector, Bram developed his skills over seven years at Deloitte, where he led teams dedicated to Technology and Innovation both internally and in collaboration with customers. Furthermore, his entrepreneurial spirit led him to found and successfully exit three data analytics companies within the healthcare domain.
Bram’s passion lies in driving change through innovative approaches to work and the strategic implementation of disruptive technologies for digital transformation within large enterprises. He is dedicated to building enduring partnerships and leveraging insights to help organizations differentiate and thrive in competitive markets. One of his key strengths is his ability to translate marketing visions and strategies into actionable plans that deliver tangible results.
Traylor is a lifelong storyteller, artist, musician, and experience creator. His journey began with a traditional degree in graphic design, but during a college internship he discovered a passion for motion graphics. Fast forward many years later, Traylor now serves as the CEO and Founder of Fivestone Studios, an integrated production company that blends design, technology and storytelling to create visually rich narratives across a wide range of channels.
At Traylor’s core lies his steadfast belief in the power of creative culture and collaboration. He’s always on the hunt for Bad Math - the power of 1+1=3. Even after 25+ years in the industry, Traylor lives for the moment when a creative idea comes together that is greater than the sum of any one individual’s ability or effort.
Pete is the beating heart of Derse’s Customer Experience & Storytelling team. Their mission: to help Derse’s clients tell their best stories … as engagingly as possible. Pete has remained a perpetual student while growing Derse’s experiential practice over his 20+ years. His work includes novel engagement strategies on behalf of IHG, Charles Schwab and Cencora while spanning a broad range of industries, including healthcare, tech, automotive, financial services and hospitality (among others).
A gifted writer, storyteller and thought leader, Pete has presented, authored content and facilitated workshops at ExhibitorLive!, ABPM (now GACEP), HCEA Connect, Event Tech (now EMS), and also with/for Derse clients. He and the CX team love sharing inspiration and trends with clients and kindred spirits in this Golden Age of experience design.
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.
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.
Chad helps to develop and execute the strategic direction of the organization. Previously, as co-founder and CEO of specialized creative agency Leviathan, Chad led overall operations, business development and strategy for the organization, which was acquired by Envoy in 2017.
His day to day is learning as much as possible about a wide array of business categories, and working hard to reflect back some nugget of undiscovered truth that will help them connect with their audiences in a meaningful way. Prior to DI, Tim co-founded Rockbox, a strategic video content agency.
Elizabeth has been with the association for nearly 25 years and took on the role of President in 2018. She works closely with Briefing and Customer Engagement Program teams to understand their challenges and opportunities, then works with the Global Association of Customer Engagement Professionals (formerly ABPM) team to provide the support, resources, and connections that will help GACEP members be successful now and in the future.
As a seasoned connector, Sharon specializes in bringing people together. She fosters invaluable connections between individuals and brands, propelling growth and opportunity. With a passion for opening doors and nurturing relationships, she serves as both a Connector and Executive Advisor, guiding aspiring entrepreneurs towards their ideal goals.
What distinguishes Sharon is that she thrives in a global environment, infusing each interaction with boundless energy and innovative thinking. Her forte lies in seamlessly merging her expertise in event coordination, sales process management, and project oversight to craft unforgettable customer and client experiences.
With over a decade of hands-on experience steering customer engagements for top-tier technology firms including Amdocs and Palo Alto Networks, Sharon has honed her ability to cultivate enduring client partnerships and deliver exceptional production value across on-site, hybrid, and virtual events.
Sharon’s diverse background in graphic and web design, art history, and digital marketing adds a layer of creativity and ingenuity to every endeavor. She is continuously driven by a thirst for knowledge, a commitment to surpassing expectations, and a collaborative spirit that fuels success within cross-functional teams.
Keeley Lundquist Founder and Executive Consultant, Lime Group LLC Executive Briefing Center Expert and Transformation Leader, formerly of IBM
Keeley brings over two decades of expertise in driving strategic change, leadership development, and organizational effectiveness through her consultancy. Keeley’s credentials include Lean Six Sigma and Prosci Change Management, and she’s currently leading a Learning & Development change initiative with a Fortune 100 company. During her 25+ years at IBM, Keeley specialized in EBC transformation, leveraging her expertise in change management, project management, and process improvement.
Over her 25-year career, Keeley spent more than 20 years in the Executive Briefing Center environment, taking on a variety of impactful roles. She began in a Client Enablement role, later transitioning to a position focused on marketing and communications. As a Client Experience Leader at IBM’s Global Solution Center in Dallas, Keeley led efforts to update the physical space and digital content, ultimately earning the center the prestigious ABPM World Class Center Award in 2015. In her final role with IBM, Keeley led Talent Transformation within the Innovation Studio program where she developed a skill strategy for a 250-pers
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