Shows
The CX Live!The CX Live! Episode 19 Revisited - Delivering World Class Virtual Customer Experiences w/ Candie HurleyDescription In this revisited episode that’s part of the podcast’s world class theme for 2022, Candie Hurley, Trainer, Coach and Consultant with Benett Communications shares key insights on delivering world class virtual customer experiences, and how developing strategies that build true customer loyalty can be rewarding for your briefing program. Episode Highlights: Addressing the 5 elements of world-class customer experience How to create meaningful virtual experiences for customers The added value in striving for customer loyalty over customer satisfaction How customization is key to building trust in a virtual environment Gu...
2022-01-2436 minThe CX Live!The CX Live! Episode 39 – Characteristics of World Class Briefing Programs - An Origin Story w/ Candie HurleyDescription In this episode, Candie Hurley, Trainer, Coach and Consultant with Benett Communications shares what makes a briefing program world class, and how the characteristics set by the ABPM serve as a benchmark for organizations striving towards providing the best experiences for their customers. Episode Highlights: The origins of the Characteristics of World Class Briefing Programs and a look into the five main categories How the ABPM continuously updates the characteristics to meet growing industry standards and changes in technology How the different categories allow organizations to evaluate their performance and m...
2022-01-1031 minThe CX Live!The CX Live! Episode 19: Delivering World Class Virtual Customer Experiences w/ Candie HurleyIn this episode, we talk with Candie Hurley about the world of virtual and how to make truly meaningful connections, deliver satisfying experiences, and build loyalty amidst new strategies for virtual customer engagement. Episode highlights: Addressing the 5 elements of world-class customer experienceHow to pay more attention during the pre-purchase phaseShopping for a product VS shopping for a person to buy the product fromWhy the approach to customer-centricity is behavioralThe value of implementing VOC appropriately Reconfiguring meetings, schedules, and setting up briefing ‘series’Be sure to allocate more time for conversationThink about creating shared...
2021-02-1535 minThe CX Live!The CX Live! Episode 17: The Impact of Briefing Programs in 2020 w/ Elizabeth SimpsonIn this episode, we are joined by the President of the Association of Briefing Program Managers, Elizabeth Simpson, as we reflect on challenges and transformations that 2020 brought upon us as an industry, acknowledge lessons learned along the way, and continue delivering impactful briefings through the New Year. Episode Highlights:A quick recap of 2020How members and supplier members aggregated with best practices and encouraged the use of new technologies The value of the community and a heartfelt appreciation for coming together Examples and resources from teams at Cisco, EBP Consulting, Mandel Communications, NetApp, Palo Alt...
2020-12-1547 min