The CX Live! Episode 42 - How World Class Programs Achieve Operational Excellence w/ Marcy Nelsen

Description In this episode, Marcy Nelsen, Director of AT&T’s Corporate Briefing Program, shares insights on the best strategies to achieve world-class operations in your briefing program, and staying competitive in a continuously evolving industry.  Highlights: The importance of storytelling and creating engaging experiences for customers How situational fluency and clear communication among your team is key to operational excellence The value of customer feedback in evaluating the quality of your briefing program How providing regular analytics to executives on a regular cadence increases their awareness and support The importance of a complete discussion leader engagement strategy to ensure successful engagements How leveraging technology can optimize operations and create personalized experiences Guest Thought Leader: Marcy NelsenDirector, Corporate Briefing Program, AT&TMarcy is Director of AT&T’s Corporate Briefing Program in Dallas, Texas, and long-time member of the ABPM. Under Marcy’s leadership the AT&T program swept the World Class awards in 2018 winning in all 4 categories of Customer Experience, Management, Operations and Analytics. Marcy is also a member of the ABPM Advisory Board. Marcy graduated from the University of Illinois with a Bachelor of Science degree in Business Management and then earned her MBA in Marketing from Fairleigh Dickinson University in NJ.