Shows
The CX Live!The CX Live! Episode 83: How Transformative Facilitation Elevates Briefing Programs with Jack Griffin & Ellen Barnes-PfiffnerIn 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. HighlightsWhy Transformative Facilitation and How It Affects ROIAddressing Cognitive Overload Briefing Professionals Becoming 'Pilots'Start by Understanding the ‘Who'The Science of 1st ImpressionsWorking with Executives - The Rule of 3Trends - Beyond Directing the Flow of Conversation Meaningful Agendas to Tell Your...
2025-03-051h 13The CX Live!The CX Live! Episode 75: Putting Your Program on the Path to Excellence with Ellen Barnes PfiffnerIn this, our diamond episode, Ellen Barnes Pfiffner, Consultant with EBP Consulting, examines a multitude of approaches for putting our programs on the path to achieving excellence. From identifying the key indicators for evaluating our programs, to the steps to follow and the tools to invest in, Ellen encourages us to work toward our greater vision. Setting quarterly team meetings to review our vision and goals as well as holding an annual team review of how we are aligned to the ABPM World Class Characteristics supports the idea of continuous improvement being a mindset and excellence being a daily co...
2024-07-0958 minThe CX Live!The CX Live! BONUS Episode – Celebration w/ Darby Mason-WernerDescription In this episode, Darby Mason-Werner, host of the CX Live! Podcast, celebrates episode 50 with a bonus episode, providing exciting new updates on the podcast and inviting guests to share best practices they’ve learned from the podcast over the years. Highlights: Elizabeth Simpson, President of ABPM shares the impact the podcast made on the briefing community A variety of guests share which podcast episode was their favorite, and key takeaways they learned and implemented in their own briefing programs Andrea Williams, Director of Marketing at Inpixon shares the journey of the...
2022-07-0523 minThe CX Live!The CX Live! Episode 44 - How Multi-Center Programs Achieve World Class – Part II w/ Ellen Barnes PfiffnerDescription In this episode, serving as the second of two parts in a conversation on multi-center briefing programs, Ellen Barnes Pfiffner, Consultant at EBP Business Consulting, discusses how briefing programs can achieve consistency across multiple locations. Highlights: The most common structures of multi-center programs and how each one can achieve success through coordination How virtual briefings are here to stay thanks to the value of virtual briefing platforms The importance of regular communication among briefing center locations Key insights in maintaining cohesive branding and customer experiences What factors to use when de...
2022-03-1535 minThe CX Live!The CX Live! Episode 43 - How Multi-Center Programs Achieve World Class – Part I w/ Ellen Barnes PfiffnerDescription In this episode, serving as the first of two parts in a conversation on multi-center briefing programs, Ellen Barnes Pfiffner, Consultant at EBP Business Consulting, explores the best practices for programs to reach excellence across all their locations. Highlights: The importance of sharing a common business strategy among all centers to maintain consistency How centralized tools enable visibility and cohesiveness across various locations The headquarters’ role in balancing the workload, giving regional centers more room to focus on their customer experience How having defined standards and metrics of success provides...
2022-03-0143 minThe CX Live!The CX Live! Episode 25: Learnings and Strategies for Future Briefings w/ Ellen Barnes PfiffnerIn this episode, we discuss with Ellen Barnes Pfiffner what lessons learned and elements we can leverage for future briefings across team management, staffing, content management, executive support - and identify new ways teams can work together to orchestrate the most impactful customer experiences. Episode Highlights: Using the past to help us shape and respond to unplanned and unexpected occurrences beyond our control in future customer briefingsHow programs have pivoted to address virtual and other needs as they ariseRevisit the ABPM world class characteristics AND the new whitepaper from the hybrid task forceLeverage community-driven res...
2021-06-0153 minThe CX Live!The CX Live! Episode 8: Advisory Boards & Advocacy Strategies w/ Ellen Barnes PfiffnerIn this episode, Ellen Barnes Pfiffner provides valuable insight into setting up strategy for and organizing efficient advisory boards. Through collaborations across the organization with key departments and individuals, you will have greater success in building a sustainable and effective briefing program. Episode Highlights: Form a committee. Fit it to your company culture and get other people in the organization talking about you and your program.Advisory boards have two different goals: identifying what you want to accomplish, and identifying people with the knowledge and experience to help.Assess the qualities you look for in...
2020-06-1540 minThe CX Live!The CX Live! Episode 4: Virtual Briefings w/ Ellen Barnes Pfiffner, Alyssa Taylor, and Kevin PowersIn 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 & ETIQUETTEShifting focus to create highly personalized, customized, internal eventsWhich audiences you need to reach out to and...
2020-04-1548 min