The CX Live! Episode 75: Putting Your Program on the Path to Excellence with Ellen Barnes Pfiffner

In 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 commitment. While the goal is to create memorable experiences, Ellen illustrates how teams must optimize across the board for efficiency and effectiveness.  HighlightsIdentifying key indicators for evaluating your program Complaints, corporate consolidation, new executive management, etc. Excellence = Continuous Improvement… it's a mindset! Make it memorable… optimizing for efficiency and effectivenessReferencing the ABPM World Class Characteristics and other steps to evaluate our program Annual team WCC review; reviewing vision, goals and project plan quarterlyThe value of comprehensive benchmarking Process and year over year outcomesMost effective tools to implore when evaluating or re-evaluating a program ABPM resources, The CXLive! Podcasts, A Scheduling Tool with Reporting Advisory Boards, Submission for ABPM World Class Awards and moreResourcesCharacteristics of a World Class Program (CCC) Virtual Workshop - July 16, 2024 ABPM WC Characteristics Members can download for free Non-Members can purchase ABPM World Class Awards Entry Page Articles — EBP Business Consulting : Ellen Barnes Pfiffner The CXLive! Podcast Series   Guest Thought LeaderEllen Barnes PfiffnerConsultant, EBP Consulting Ellen is a Management Consultant with over 25 years of business experience spanning sales, marketing, operations, customer experience and training. She advises and coaches briefing programs globally on how to achieve their goals, increase revenue, and how to be best in class. Ellen is well-known in our briefing community and is a frequent session leader at ABPM Conferences, Fall Workshops events and provides ABPM Core Competency courses via webinars.  She is an ABPM Advisory Board member emeritus and received the ABPM “Hero Award” at the 2021 Spring Conference for her tireless work to provide valuable information and resources to our entire community as soon as the pandemic hit and throughout 2020. She served on the ABPM Hybrid Taskforce and has been deeply involved in the evolution of the ABPM World Class characteristics.