The CX Live! Episode 13: Building World Class Programs w/ Karen Olivero

In this episode, Karen Olivero gives us an exclusive look at what it takes to build a world-class briefing program (at Hewlett Packard Enterprise) from developing a unified team that is customer focused to incorporating your company’s culture. Episode Highlights: Sharing a complete laser-focus on the customersThe drivers of briefing excellence (e.g. planning, discussion leader prep, customization)How to build consistency across multiple centersCreating teams that can operate as in-house, high value consultantsThe value of working with Human Resources to create core competencies around the BPM roleHandling change management, especially during tough timesA look at some of the tools the HPE team uses to help with ROI and analyticsGive your team opportunities to stretch and growHPE received the following awards at ABPM 20202020 World Class Center, San Jose2020 World Class in Management2020 World Class in Analytics2020 World Class in Customer Experience2020 World Class in Operations2020 Innovation Award - Management*Karen Olivero received the 2020 President's Service AwardGuest Thought Leader: Karen OliveroSenior Director, Customer Advocacy Strategy & Programs,  Hewlett Packard Enterprise (HPE) Specialties: Strategic Customer Engagement, Global Customer Center Strategy, Briefing Center & Experience Design, Customer engagement tools & analytics, Positioning, messaging and branding, Business-to-business marketing, Cross-functional integration, Employee management/development, Writing