The CX Live!

What started in March 2020 as a way to connect briefing professionals and thought leaders through authentic, unfiltered conversations has grown into 7 seasons and 100 episodes of The CXLive! podcast!To celebrate this incredible milestone, host Darby Mason-Werner is joined by guest co-host Crystal Waldoch of Rockwell Automation for a special 100th episode that looks back at the journey, the people, the conversations, and the unexpected moments that have made The CXLive! what it is today.Darby shares her journey into the briefing world and the lessons she has learned along the way. She and Crystal also revisit listeners’ favorite episodes and, more importantly, why those conversations resonated. Along the way, there are surprises, reflections, plenty of gratitude, and a look ahead at what’s next as The CXLive! sets its sights on the next 100 episodes!Most of all, this episode is a celebration of the people behind The CXLive!, the guest thought leaders who generously shared their ideas, the listeners who tuned in and engaged, and the briefing community that continues to make every conversation worthwhile!HIghlightsCelebrating The CXLive! journey from March 2020 to 7 seasons and 100 episodesAcknowledging The CXApp Team and the evolution of the podcast over the yearsDarby’s journey to the briefing world, and what that experience has taught herThe keys to facilitating memorable and meaningful briefings and podcastsThe 100th-episode journey, including some unexpected surprises The secret to finding timely topics and brilliant guest thought leadersThe one question Darby has been waiting for a guest to ask Listeners’ favorite The CXLive! Episodes and why they resonateLooking ahead to the next 100 episodes and what’s still to comeDarby’s Top 3 Lessons Learned after 100 episodesA heartfelt thank-you to GACEP and the many guest thought leaders who have shared their experience, wisdom, and stories over the years ResourcesListeners’ Favorites in Celebration of our 100th Episode Darby Books, Podcasts & Music 'The Power of Now' by Eckhart Tolle ‘The Let Them Theory’ by Mel Robbins & Sawyer Robbins ‘My Next Breath: A Memoir’ by  Jeremy Renner ‘Greenlights’ by Matthew McConaughey Oprah’s SuperSoul OWN PodcastOn Purpose Podcast with Jay Shetty Hamilton Broadway Soundtrack by Lin Manuel MirandaCrystal Books‘Unreasonable Hospitality’ by Will Guidara‘How to Win Friends and Influence People’ by Dale Carnegie HostDarby Mason-Werner, Host, The CXLive! Podcast Darby knew from a very young age that she wanted to find compelling work that made a difference. Her experiences from managing a produce stand at 12 years old to building the Xilinx Corporate Briefing Center Program from scratch were based on her eagerness to continuously learn, be innovative, deliver quality and exceed expectations. Making customers feel important comes from understanding their challenges, finding solutions and building trust. Darby thrives on creating memorable experiences for customers, intentionally defining each interaction along their journey. It matters! Darby enjoys applying her 24+ years of experience helping fellow briefing industry colleagues simplify their lives with best practices discussed during these podcast episode conversions with industry thought leaders.Guest Co-HostCrystal Waldoch, Global Experience & Engagement Strategy, Rockwell AutomationCrystal’s superpower is in creating meaningful, lasting impressions for her customers by designing curated journeys rooted in human-centered and behavioral design thinking. By deeply understanding her audience’s needs, emotions, and decision-making drivers, she crafts experiences that feel personal, thoughtful, and impactful. Every touchpoint is intentionally shaped to build trust, foster engagement, and strengthen the relationship over time. Her goal is to turn every interaction into a moment that not only resonates, but inspires loyalty and connection.

This month’s CXLive! episode features an inspiring conversation with one of the true legends of the customer engagement and briefing industry: Russ Fowler, Vice President of Marketing Environments at Derse.From his first role in experience design to more than three decades of shaping unforgettable brand experiences, Russ reflects on the defining moments, lessons, and leadership principles that have guided his remarkable 32-year career. He shares his perspective on how both briefing programs and live events have evolved, offers practical strategies for elevating customer engagement programs, and discusses how teams can demonstrate value and secure future investment.Throughout our conversation, Russ’s passion for people shines through. He speaks with genuine appreciation for the GACEP community that has helped shape the industry and for his Derse family, where his visionary leadership, mentorship, and commitment to excellence have left a lasting legacy. Whether you're new to the field or a seasoned professional, this episode is filled with timeless insights from a man who has helped define what exceptional customer experiences look like.HighlightsLearnings from early job experiencesBuilding diverse teams and expanding portfoliosStorytelling across venues and industries Tradeshows and Events - the power of meeting face to faceUsing architecture and physical graphicsHuman storytelling, building trust and closing dealsReflections on the Derse family and cultureDOTS - Derse Old Timers - 10+ years and annual dinnersRuss 32 years, Susan 35 years, Pete 20+ years, Brad 20+ yearsBriefing Programs and Events Similarities, differences and latest trendsABPM / GACEP CommunityProfessional, non-selling org, strong emotional connectionsDerse First Impressions & Newcomer orientationElevation of the briefing and events programs ‘Funding Strategies’ for long term impactROI to justify investmentNew Derse HQ Opening and Russ’s Upcoming AdventureResources“A World Appears: A Journey into Consciousness” - Michael Pollan“Four Points of a Compass” - Jerry Brotton“The Best Strangers in the World” - Ari Shapiro“Unruly Places: Lost Spaces, Secret Cities, and other Inscrutable Geographies” - Alastair BonnettGuest Thought LeaderRuss Fowler, Vice President of Marketing Environments, DerseOver 32 years Russ has helped global brands create immersive customer experiences through exhibits, experience centers, branded environments, and live events. He has helped expand the agency's capabilities beyond trade shows and championed the philosophy of "accountable creative". An active industry leader, Russ served on the GACEP board and is a frequent session leader. His contributions have earned multiple EXHIBITOR Design Awards, an EX Award, and the 2006 EDPA Designer of the Year honor. Most recently Russ earned the 2026 GACEP President's Service Award recognizing more than three decades of leadership and service. To quote Elizabeth Simpson, President of GACEP, ‘his sessions and workshops have become must-attend events: creative, brilliant and always leaving people thinking differently than when they walked in.’ She continues, ‘It’s leaders like Russ who make GACEP not just an organization, but a community worth belonging to.’

Our first episode of the summer is an 'insightful' conversation with Dmitry Risukhin, a builder of world-class executive engagement programs at companies including Microsoft, AWS, F5, and T-Mobile. Dmitry explains why, as AI, LLMs, and speech-to-text eliminate traditional barriers to capturing customer feedback, the true differentiator is contextual listening; understanding what matters, why it matters, and how to turn insights into action. He emphasizes that collecting feedback without routing it for action is simply filing, underscoring the need for closed-loop systems that drive accountability. Dmitry also explores why effective customer listening starts not with data, but with business leaders committed to acting on what customers say. Tune in as he shares the Insight Flywheel, the current state of customer listening, and where it's headed next.HighlightsRecognizing the value of briefing conversations (Microsoft + McDonald’s example)Right insight reached the right person at the right timeFlywheel Introduction: more than collecting VOCCapture, synthesis, routing and back to the businessOnly works when all parts turn togetherAmazon Flywheel ConceptSolving problems with systems F5 Aspire Manual System Early AI Adoption Scenarios Aspire: 3 weeks, 10 parallel tracks, 78 customer accounts, 90 partner accounts, 550+ attendees, 12 C-Level executives, 43 VPs and above53 Ambassadors trained to listen in a specific way, understand context Results including 1407 insights that shaped product decisionsT-Mobile: Using Tech and AI, Gaps RemainBriefingSource, CoPilot, ChatGPT Aggregate, generate summaries and Insights Doc in BriefingSource field for retrieval 2 Gaps: Briefing Managers curating AI processed insights not necessarily experts in the customers needs or T-Mobile solutionsNo organizational mechanism to systematically act on what was captured Honest framing: Listening competency remains scarce Knowing what to listen for, why it matters, discipline to close the loopFuture: Programs must solve the routing problemOwnership of insights collected, what decisions they are connected to, how does the loop close back to the customerAdvice for leaders starting fresh:  measurement model first ResourcesDmitry’s GACEP Aspire to Innovate Presentation  Amazon Flywheel Strategy ‘Crossing the Chasm’ by Geoffrey Moore ‘Good to Great’ by Jim Collins BriefingSource - Retrieval platform   Qualtrics - F5 insight capture form  Guest Thought LeaderDmitry Risukhin, a builder of world-class executive engagement programs across some of technology's most iconic companies, including Microsoft, AWS, F5, and T-Mobile. Find more at dmitryrisukhin.comDmitry is a customer engagement leader whose career has moved through three lanes of enterprise technology: writing code professionally since the age of 16, running enterprise IT, and building executive briefing programs. A builder by nature, Dmitry combines strategic vision with operational execution, whether launching programs from scratch, securing capital for world-class facilities, or running self-hosted AI models in his home lab. Today he is focused on helping companies build the executive engagement infrastructure that accelerates enterprise technology adoption. 

Fresh from delivering his fantastic keynote address at the GACEP Spring Conference in April, Evolutionary Biologist, TV Host, Keynote Speaker, and Bestselling Author, Dan Riskin, Ph.D. shares how principles from evolutionary biology and human behavior can help organizations design more connected, memorable customer engagements. From the role emotion and curiosity play in how people learn and retain information to the impact of active problem-solving and diverse team dynamics, we discussed how brands can create experiences that deepen engagement, strengthen relationships, and influence buying decisions. Known for blending humor with science-backed insights, Dan brings a unique perspective on human behavior, communication, and connection that organizations can apply todayHighlightsEmotionExperiences like Adrenaline - stimulates the amygdalaWhen emotionally connected, more memorable Brain works better when have an emotional connectionExamples of how we connect when take a journey Sports highlights, comedy, crying at movies Curiosity Don’t just tell your guests the answerEngage them and let them figure it out Science conservation exampleHave students or guests get involved, then explain why TeamworkTeams with conflict are better able to find solutions to complex problemsEmbrace diversity and different points of view Board games: safe ways to find smart and calm team membersNew paper:  people work better together if in sync (i.e. singing)Check out ‘The Bat Signal’ Newsletter ResourcesDan Riskin’s Webpage The Bat Signal - Weekly Newsletter (be sure to subscribe)Science TV Shows Wildlife ToursGuest Thought LeaderDan Riskin, Ph.D., Evolutionary Biologist, TV Host, Keynote Speaker, and Bestselling Author, Noctillo.comDan is an evolutionary biologist turned science journalist whose career spans research, media, and public engagement. Dan did his PhD at Cornell, studying how vampire bats move on the ground. Then he worked at Brown University, flying bats in wind tunnels, trying to understand how they fly, maneuver, and land. His research earned international recognition, and Dan took that opportunity to slide into science TV. He has since become a prominent television personality, hosting shows on the Discovery Channel, Animal Planet, National Geographic, the Smithsonian Channel, and elsewhere. Beyond television, Dan is a bestselling author and sought-after keynote speaker known for using humor to translate science into insights people can apply to everyday life.

Our latest episode derives from a series of LinkedIn articles that highlight ‘Influences that Create Thoughtful Leaders.’ Amos Wampler, former Director of the Executive Briefing Program at Gore, shares how his life and career experiences shaped his leadership style and passion for the briefing profession. Building on principles like continuous improvement and beginning with a clear intent, Amos offers real-world insights showing how effective leadership is grounded in adaptability, trust, and self-awareness. He emphasizes the importance of identifying your team’s strengths while supporting their growth, embracing diverse viewpoints, and earning credibility through consistent action. At its core, strong leadership means elevating others' voices, fostering an environment where people can thrive, minimizing distractions, and having the courage to push boundaries, all while staying anchored in the values that shape meaningful outcomes.Highlights‘Begin with the End in Mind’ (Peter Bay Method) - orchestra practice ‘What if the Baton Goes Missing?’ - the team executes on their own ‘Holmes & Watson: Data vs Stories’ - a Watson among the HolmesDiversity Mentoring for Development (DMD) - mentors understand mentees' backgrounds  “Leadership Comes From Followship” - help others believe, then lead“Innovation From Collaboration” - the “Lattice”, develop the next great idea‘The Slide and the Show - Parts I, II & III’ - always prepare for your audiences‘Be true to yourself and you will never fall’ - Beastie Boys ResourcesUniversity of Chicago Leadership Lab - The Craft of Writing Effectively Annotated Beastie Boys Impact Podcast Amos’ LinkedIn Articles The Daily Stoic by Ryan Holiday The Prophet by Kahlil Gibran Guest Thought LeaderAmos Wampler, Former Director, Executive Briefing Program at Gore Amos’s career has spanned classrooms, manufacturing floors, and analytical labs with a consistent track record of making meaningful contributions in each space. For the past several years, he led a high-visibility executive briefing program, overseeing thousands of interactions annually with customers, partners, board members, legislators, and media. His work operates in close partnership with senior leadership and spans strategy, operations, content, technology, facilities, and team development. It’s a role that demands sound judgment, discretion, and the ability to deliver high-stakes moments with consistency and impact at scale.

Born from a passionate presentation sharing his joy for creative technology, our latest episode features Matteo Mosca, CEO and Founder, at Leva (Impossible) Engineering. Matteo shares how crafting meaningful moments pushes their team to explore how people process the world around them; how the brain interprets movement, light, sound and space, shaping emotion and memory. He explains how each project begins by understanding what the client wants their guests to feel, remember and carry with them long after they leave. In our discussion, Matteo defines key elements to designing kinetic environments that bring guests into an ‘awake state of wonder’, capturing  their attention and fostering greater participation. He also encourages us to think of this approach as a new language that speaks to both logic and emotion. HighlightsApproach to designing memorable experiences - ‘Suspension of disbelief’Designing spaces to bring people into an ‘Awake State of Wonder’Wonder is intense presencePredictability kills wonderMovement triggers attentionEmotionally charged information is more memorable and builds stronger human connections Use technology to tell the story, speaking to both logic and emotionThe discovery phase: strategy before technology and using movement to amplify meaningBest Practices shared: ‘Stop Selling, Start Storytelling’, ‘Use Edutainment to Make Learning Stick’, and ‘Shake People Awake, Intentionally’‘Safe Ideas are Forgettable’ - Differentiate your brand from others Turning motion into emotion - see Resources to visualize ResourcesLeva Reel 2026: Motion into Emotion Leva in EBCAramco EBC (Visitor Center Kinetic Welcome Wall) Microsoft EBC (Experience Center One) Kinetic Smart Board and Kinetic LED Wall  Guest Thought LeaderMatteo Mosca, CEO and Founder, Leva (Impossible) EngineeringMatteo is a founder and media engineer working at the intersection of creative technologies, design and communication, with a focus on interactive environments that foster meaningful human connections. At Leva, Matteo leads a multidisciplinary team of engineers and creatives designing custom kinetic and immersive installations that blend mechanical movement, motion content and spatial storytelling. Their work turns physical, brand spaces into responsive, participatory environments that people can explore and connect with, not just observe.Matteo also spearheads Leva’s strategy, developing marketing and business growth initiatives, while building the structure that allows technical experimentation to become scalable, real-world solutions. With a background in computer engineering and a strong creative drive, he brings a structured, results-oriented approach to innovation, combining technical rigor with a strong understanding of customer and market needs. His goal is to help organizations leverage cutting-edge technology to connect with audiences, support growth and drive long-term competitiveness – with the type of experiences that break through the noise and reshape the way people interact with brands.

In our latest episode, Imogen Broomhead, Senior Director, Global Executive Experience Program, shares how she and her team built ServiceNow’s global program strategy, with a focus on Location and Investment Strategy. From defining primary pillars and KPIs with executive leadership to establishing a six-element infrastructure, Imogen outlines the consistent, data-driven methodologies behind their approach. She explains new center eligibility criteria, her partnership with Workplace Services (WPS) to create Global Playbooks for new builds, and how red/amber/green assessments give executives a clear view of Innovation Center health and upgrade needs. The result is a scalable model for building and managing a global program that showcases ServiceNow’s value to current and prospective customers.HighlightsGrowth from 3 Centers/4 team members to 10 Centers/50 team members by December 2026Developing a Global Program Strategy 3 Pillars (set with CMO) Program: Immersive StorytellingPlace: World-Class ExperiencesPeople: Elite Team Must have: team member onboarding program - 6 monthsLocation and Investment StrategyInnovation Center Global MapAlignmentMarketing does not decide innovation center locations Work with Execs in Sales and Go-to-Market teamsComplex RACI model Don’t open centers too fastNew Center Eligibility Criteria Pipeline/TAM data in region - opps, industries, etc. Success metrics - capacity targets per locationKPIs for Areas - High volume accountsBudget, Ops Resourcing, SMEs, etc. Specs Overview WPS Global Playbook - templatized Define ‘Apple Store’ look & feel Set consistent specs for architects to work fromCenter Upgrades / Business Case ProcessMap capital works plans with WPS Teams Red/Amber/Green assessments - clear picture for executives Process to seek funding to insert centers into capital works planRetiring Centers + Supporting the Field Sunsetting strategyOut of Center offerings “Beyond the Briefing” Global Non-NegotiablesProgram, Place and PeopleDeliver elite experiences w/storytelling & technologyEBC - in service of customers Capturing Impact Quality not quantity - influence most strategic accounts Host C-Suite only - Focus on closing business Be ‘Yes’ People,  Be Creative and Customer-focusedAI Networking Breakfast, Wine Club, etc. ResourcesHow ServiceNow Uses Executive Briefing Centres to Grow Relationships with C-level ClientsGuest Thought LeaderImogen Broomhead, Senior Director, Global Executive Experience Program, ServiceNowImogen is a dynamic technology leader and customer experience champion with over eight years at ServiceNow. She leads the vision and execution of the company’s global Innovation Centers, transforming them into strategic programs that help customers, account teams, and executives innovate faster. Recognized as a CXO empath, SaaS marketer, and technology specialist, Imogen blends strategic thinking with strong execution. Her leadership is rooted in empathy, collaboration, and delivering measurable outcomes that align executive experiences with business goals and drive meaningful transformation.

In our first episode of 2026, Spencer Waldron, CEO of Cenrox, shares a deeply personal story that led him to uncover ways of managing difficult situations with new behaviors and choices.  He walks through many elements that contributed to creating his Resilience Roadmap. From understanding neuroscience and the power of our eight emotions to identifying new habits that offer self care that we need in challenging situations, Spencer offers ways to navigate these situations, i.e. driving our boat while not focusing on the river. He also reinforces the fact that resiliency is not about having it all together. It’s about moving forward anyways and making a daily impact. As he says, ‘we are capable of handling more than we think we can’.   HighlightsNeuroscience and EmotionsThousands of ‘Feelings’, only 8 ‘Emotions’ which are physical 5 are negative, 2 are attachments: Love/Trust and Joy/ExcitementOnly 1 other emotion can flip negative to positiveOffer ‘Surprise’ early in presentation to establish emotional attachmentAristotle:  Emotion + Trust = PersuasionThink of presenting as a gift = ‘a present’Resiliency from Spencer’s son’s accident Buddhist book:  ‘Living a Life With Heart’ The river: cannot control where it goesThe boat:  control what you do In each situation, ask yourself, “Is it the River or Boat?” The Resilience RoadmapResilience is a choiceSteps taken to get through - not about perfection, self care and daily impactPut yourself in challenging situationsPTSD & Psychological SafetyRemove from the trauma (i.e. at work: operationalize, relationships, self care) Comedy Improv Example Challenging, humor and a form of therapyResourcesResilience Keynote Speaking of Success Podcast Guest Thought LeaderSpencer Waldron,  CEO, CenroxAs the founder of Cenrox, Spencer helps people show up as the best version of themselves when it matters most. He’s best known for his work in Conversational Presenting, helping leaders and teams move away from one-way slide decks and toward clearer, more engaging, audience-led conversations.Spencer’s work isn’t just based on theory or technique. In the past year, his perspective on communication and leadership has been shaped by navigating a serious family crisis, which led him to explore what resilience really looks like under pressure.Today, he brings those lessons into his work with organisations, combining clarity, presence, and human connection in high-stakes moments. He’s also a LinkedIn Learning instructor, a TEDx speaker, and a student of improv comedy.

In our final episode of 2025, Liat Scheffer Ben Yakov, Founder of Masters Academy and the CEO of Masters Creation Group LTD, shares the key elements of her Masters of Creation Method including examining the 4 realms, addressing our life purpose, embracing our core values and setting daily intentions that allow us to live our life as the Masters that we are.  The perfect guide for evaluating our current path while looking ahead to the New Year! HighlightsThe body / mind connection - Masters of Creation Method for manifestationImportance of duality - positive vs negative gives us choiceEvaluate our life, what is working, choose to continue to notManifestation - 4 realms: Physical - habits, rewiring our nervous systemEmotional - from fear to happiness, influences changes we can makeMental - beliefs, paradigms, what is possible Spiritual - energy, the method starts here Get started:Life purpose:  Who am I? Why am I here? Core values: What is important to me? Letting go:  Trust yourself Managing our day to day lives: Know your purpose and what you bring to the room Prioritize your core values, nurture yourself with daily anchors (i.e. morning coffee, breathing, meditation, afternoon break, gym, etc.) Set your intention:  For connection but know it has “nothing to do with me”What you want others you interact with to feel  Embracing AI Shifting to the next era of being paid for our energy / vibrationWill not take over, will allow us to decide what we do to be fulfilled ‘Live your life as the Master that you are’Guest Thought LeaderLiat Scheffer Ben Yakov, Founder of Masters Academy and, CEO of Masters Creation Group LTD.Liat holds an MBA and a BA in Economics, alongside advanced studies in holistic psychotherapy, and brings more than 20 years of experience consulting with CEOs, senior executives, and entrepreneurs around the world - including leaders in Silicon Valley. She’s a best-selling author, an international speaker, and the host of a long-running podcast now in its fifth year. Throughout her career, Liat has helped thousands of people break through limitations, achieve their goals, and create the life they truly want.She is also the creator of the Masters of Creation Method, a 12-step framework for conscious reality creation which has grown into a global movement. What began as Masters Academy is now expanding into a larger, bolder, international group with a clear mission: to empower millions with the knowledge, tools, and practical pathways to become the leaders and masters of their own lives. Liat’s work is dedicated to deep personal transformation, global impact, and elevating human potential. 

In this episode, Michael Herren, Director, Global Customer Engagement Program at Illumina, shares strategies to deepen partnerships with sales teams and create strong evangelists. He advises to understand sales structures, motivations and pain points, then prioritize the desired outcomes of the partnership. Whether it’s the guidance you provide, tools you offer or ‘rules-of-engagement’ you define, make working with your team as frictionless as possible. Sales engagement must be earned!HighlightsEmbrace Challenges to Achieve Measurable Successes Define Clear Sales Engagement Outcomes Understand Sales Structure, Motivations and Pain Points 7 Key Sales Engagement Strategies Share Key Tools and Collateral Develop an Effective Communication Plan Define Clear Rules of Engagement Resources7 Engagement Strategies & Rules of Engagement  “The Power of Moments” by Chip & Dan Heath“The Art of Gathering” by Priya ParkerA Bit of Optimism - Simon Sinek A Good Hang - Amy PoehlerGuest Thought LeaderMichael Herren, Director, Global Customer Engagement Program, IlluminaMichael leads a world-class team dedicated to delivering strategic, story-driven experiences that strengthen partnerships and drive business growth.  With over 18 years of experience in the biotechnology, life science, and diagnostics industries, Michael brings a unique combination of technical expertise, operational excellence, and customer engagement strategy to his leadership role.

In our latest episode, Emre Ozbek, Executive Managing Director at BICEP Solutions, shares how customer-facing programs can build repeatable, intelligent systems that free up their best talent to focus on what truly matters: creativity, strategy, and connection.  He digs deeper into his ‘touch it once philosophy’ and the ‘lazy approach’, a principle of profound efficiency rooted in automation. Emre advises teams to avoid ‘managing what you measure’, and instead ask ‘why’ to ‘eliminate’ unnecessary metrics and ‘illuminate’ your data. He also suggests how to change our mindset related to AI including the practical step of selecting one small process, then ask ‘why’, and either eliminate or automate. An important takeaway for listeners is the realization that the process of leveraging business intelligence is more accessible than we may have imagined.   HighlightsThe ‘touch it once philosophy' and the ‘lazy approach’A long term strategy, take time to ‘sharpen the saw’Auditors review past data, strategists use the data to look to the future‘Garbage In, Garbage Out’ - understand the data before you automateLeading vs lagging indicators Avoid ‘Manage What You Measure’ - ‘vanity vs actionable’ metricsAsk ‘WHY’ and ‘ELIMINATE’ unnecessary metrics Utilize data across customer facing programs: Executive Sponsorship, briefings, meetings at events, CABs, etc. Build in processes to keep systems up to date and reliable (i.e. integrate HR employee database into scheduling and CRM tools)Automate to spend time for relationship building, critical thinking and creativity AI: how to shift from a ‘Fear mindset' to a ‘Partner mindset' Start small, start now - strive for clarity over quantity ResourcesBook: Measure What Matters by John DoerrTED Talk: The Beauty of Data Visualization by David McCandlessHBR Article: Ensure High-Quality Data Powers Your AI by Thomas  C. RedmanGuest Thought Leader Emre Ozbek, Executive Managing Director, BICEP SolutionsEmre is a business and data strategist with a simple but powerful philosophy: if you have to do something more than once, it should be automated. He calls it his "lazy" approach, but it's a principle of profound efficiency that has guided his 30-year, multi-national career helping some of the world's top companies solve their most complex operational challenges.His journey has taken him through enterprise architecture, business consulting, and innovation leadership across a range of industries. This unique cross-sectional view revealed a universal truth: most businesses are stuck solving the same problems over and over, wasting valuable time and frustrating both employees and customers. Today, Emre channels this passion through his new company, BICEP Solutions, providing Business Intelligence for Customer Engagement Programs. He now helps program leaders apply the lessons learned from running a world-class customer engagement program, complete with briefing centers, innovation labs, and executive sponsorship, to their own organizations.

In our latest episode, Bryan Hobbs, Executive Briefing Manager at Zoom, provides lessons learned from his years of designing and implementing technical demonstrations for industry leading companies like Cisco, Symantec, Google Cloud and Microsoft. From identifying viable spaces and deciding who to partner with, to confirming what products/services to showcase, it is important to build for the short term and plan for the long term. Bryan also shares best practices for overcoming the unique challenges faced when installing in regional locations.HighlightsVisioning, the Art of the Possible Designing technical demo spaces for a variety of visitorsDemo elements: wow factors, humor, addressing challengesBuild in flexibility, see products/services working, leads to faster decision makingConsult with Internal and External teams including industry partnersElements to consider: budget, size of space, content, exec involvement, roadmapDefine scope and work with partners for alternatives (budget)Lessons learned for regional demosResources‘Career Mapping: Charting Your Course in the New World of Work’ by Ginny Clarke  ‘REVOLOGY’ by Todd N Williams about Tom Scapello ‘From Good to Great’ by Jim CollinsGuest Thought LeaderBryan Hobbs, Executive Briefing Manager, ZoomBryan is a dynamic leader with over 25 years of experience at the intersection of technology, people management, and business processes. Bryan consults with businesses to refine their processes and harness the power of strategic partnerships. His career began at Cisco where his love for technology and customer engagement was established. Fostering strong partnerships has been key to his repeated successes during his leadership at Symantec’s Experience Center and to building groundbreaking hybrid experiences at Google Cloud’s Executive Briefing Center. Recently, as Director of Immersive Experiences at Microsoft, Bryan led teams in creating interactive, immersive customer experiences while mentoring high-performing individuals. 

In our latest episode, John Morley, Principal of John Morley Co and CEP Innovation Coach with GoProBriefings.com, shares how EBCs/CEPs are the ultimate innovation engines within organizations, driving new value through fresh insights. From his years managing the EMC EBC Program and work in Design and Innovation, John outlines numerous ways to position and deliver EBC-as-a-Service, seen as a business and the complete value differentiator it is. HighlightsDesign Thinking - desirable, feasible, viable Value Proposition Canvas - customer wants to achieve, what’s in their way?“Brokering” experiences - framework designed within EMC Program EBC-as-a-Business - program intention, business model canvas, innovationEBCs/CEPs are Innovators - new value from new insights (example: VCE) 3 Types (Horizons) - revenue, transformation, futures EBCs/CEPs - reduce cost and complexity for sales teams Design - identify, codify, make repeatable Codify: 5 elements of strategy, design offering, streamline operations Resources‘Move Fast, Break Shit, Burn Out’ ‘Design a Better Business: New Tools, Skills, and Mindset for Strategy and Innovation’ ‘Innovation Accounting: A Practical Guide For Measuring Your Innovation Ecosystem's Performance’ Ten Types of Innovation: The Discipline of Building BreakthroughsGuest Thought LeaderJohn Morley, Principal of John Morley Com, CEP Innovation Coach with GoProBriefings.com John helps forward-looking leaders and organizations rapidly realize exponential value through the investments they have already made – in their existing people and resources. He focuses on generating net new value by looking beyond problems to reimagine the impact we can create when we reframe challenges as opportunities. John’s expertise lies in being an intrapreneur and program leader, where he leverages his skills in innovation, design, data science, and AI to resolve complex challenges. He credits what he works on now to the skills and the relationships he learned to value and grow while working in CEPs.

In our latest episode, Mary Stratton, Senior Manager of CXO Experiences at Rubrik, shares how she set her vision for her small program and through data-driven reporting solidified executive support and expanded her program. From setting clear parameters like requiring VP-level and above attendees, and requests be tied to SFDC Opportunities, to developing an all inclusive reporting dashboard to address executive level care-abouts, she has been laser focused on improving deal closure and driving pipeline. Mary partnered with Marketing Operations to build this dashboard using data from multiple platform tools which helped justify her HQ center upgrade and the addition of a new team member.  She also highlights her latest adventure of taking on executive meetings at trade shows and conferences as well as ‘EBCs on the Road’. Mary is an inspiration in our industry and happy to meet with those who seek her council on demonstrating value through reporting. HighlightsRubrik’s CXO Experiences - 3 modalities Briefing ProgramMeetings at Industry Shows / EventsEBCs on the Road Challenges faced while launching the Briefing Program Build network, connect with resourcesLeadership buy-inBuild trust, create sales championsBuilding Executive Support Critical: Articulate your program's impact on the businessUsing tools/integrations: BriefingSource, Salesforce, TableauHow to collect data needed for Reports Leverage Briefing Management PlatformWork with Marketing Ops Team What metrics to build into Dashboard to showcase impactAddress Marketing and Sales organizations careabouts Target metrics for C Level Personages: CEO, CRO, CSO, etc. Individual win rate percentage for opps using briefings vs notAccount Type Breakdown (existing customers vs prospects vs partners)Closed Won vs Closed Lost opportunitiesReporting allowed for program expansion Headcount, Center upgrades, tools, etc. Resources“We Can Do Hard Things” Podcast “We Can Do Hard Things: Answers to Life's 20 Questions” by Glennon Doyle, Abby Wambach, Amanda DoyleGuest Thought LeaderMary Stratton, Senior Manager of CXO Experiences, RubrikHaving led the Rubrik Executive Briefing Program for more than 2 years by herself, Mary has worked extremely hard to build upon the foundational aspects she inherited when joining the company in 2022. From finishing an ‘in-progress’ physical Center to rebuilding a program that was dormant for more than a year, she’s demonstrated the value that her executives and sales team have come to rely on to support them in closing more business. Prior to Rubrik, Mary cut her teeth in the briefing world at the Rackspace Technology and AppDynamics Briefing Programs where she learned from strong mentors about the importance of both the strategic and tactical aspects of managing a program and reporting on every metric possible. Today, Mary has expanded her program to support global briefings beyond her Palo Alto headquarters and has added executive meetings at top tier tradeshows/conferences to her plate. She is married and mom to 3.5 year old twins.

In our latest episode, Bram Jonker, Principal Evangelist at Miro challenges program teams to think differently and offers a number of new approaches for designing memorable experiences that allow customers to feel safe, heard, and want to build a long term relationship. From inviting external thought leaders to engage with customers and assigning specific roles to internal attendees, to employing an abundance mindset and implementing AI to support more effective facilitation, teams can truly focus on, listen to and delight their customers. Highlights The Role of the EBC - visitors feel safe, heard and come back Not Repeating the Same Process - think differently, plan for unique return visitsMaking the most of Opportunities with Customers - empathy, listeningGather Feedback After Briefing - search for ways to improve, constantly innovate Invite External Thought Leaders - spark change, drive impact Building Trust with Account Team - MDC facilitation, specific roles for each attendeeEmploy AI in all Briefings - AI for admin functions, facilitator focuses on customersAbundance Mindset - shift from limitations of scarcity mindset, set bar higher'Hug Your Customers' - authentic moments to show you care Resources‘Why an abundance mindset is key to getting hybrid work right’ byDr. Brennan Jacoby, Founder, Philosophy at Work & Bram Jonker, Principal Evangelist, Miro  ‘Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results’ by Jack Mitchell Guest Thought LeaderBram Jonker, Principal Evangelist, Miro Bram’s focus is on cultivating collaborative relationships with key executives from leading multinational corporations to define the future of work. He engages with industry thought leaders to co-author thought leadership articles and deliver impactful presentations to diverse audiences. Additionally, Bram collaborates closely with Miro’s Account Executives, leveraging his network to expand their market presence and support the sales cycle effectively.With a background in the consulting sector, Bram developed his skills over seven years at Deloitte, where he led teams dedicated to Technology and Innovation both internally and in collaboration with customers. Furthermore, his entrepreneurial spirit led him to found and successfully exit three data analytics companies within the healthcare domain.Bram’s passion lies in driving change through innovative approaches to work and the strategic implementation of disruptive technologies for digital transformation within large enterprises. He is dedicated to building enduring partnerships and leveraging insights to help organizations differentiate and thrive in competitive markets. One of his key strengths is his ability to translate marketing visions and strategies into actionable plans that deliver tangible results.

In our latest episode, Traylor Woodall, CEO and Founder of Fivestone Studios, shares how working in the film and TV world has informed unique approaches to working with clients in the briefing world and beyond. He ‘opens the kimono’ on how supporting creativity and collaboration helps to establish and maintain a unique culture that makes space for artists to grow and thrive - what he calls ‘Bad Math - the power of 1+1 = 3’. Traylor is very honest about the transition that he is making as CEO, to not be the center of every decision while continuing to live the company’s values, celebrating team members inside and outside of work, and listening to everyone’s ideas. HighlightsSpace for artists to grow and become ‘creative warriors’Learnings from motion packages for TV networks, ad agencies and large brands Approaches to creativity and collaboration with clients Storytelling - the narrative thread Motion Design - transform static assets into motion toolkitsBrevity - tell the story with simplicity and focus Culture that embraces creativity and collaboration A space for ‘Bad Math’, where 1+1 = 3Supporting your teamManage client expectationsTalk about life outside of work Unlimited PTORhythms of connection Honoring your team outside the company Protect the cultureRepeatable processes that don’t rely on the CEOWeekly direct 1:1s with all leadershipDemonstrate good culture in public ResourcesExperiences outside the briefing world can provide fresh approaches when working on EBC projectsVanderbilt Medical Center art installationTake-over of Times Square for KiaPartnership with Escape Game called Cosmic Crisis Guest Thought LeaderTraylor Woodall, Founder and CEO, Fivestone StudiosTraylor is a lifelong storyteller, artist, musician, and experience creator. His journey began with a traditional degree in graphic design, but during a college internship he discovered a passion for motion graphics. Fast forward many years later, Traylor now serves as the CEO and Founder of Fivestone Studios, an integrated production company that blends design, technology and storytelling to create visually rich narratives across a wide range of channels. At Traylor’s core lies his steadfast belief in the power of creative culture and collaboration. He’s always on the hunt for Bad Math - the power of 1+1=3. Even after 25+ years in the industry, Traylor lives for the moment when a creative idea comes together that is greater than the sum of any one individual’s ability or effort.

In our first episode, post the GACEP Spring Conference, Pete Riddell, Executive Creative Director with Derse, shares his gift for human storytelling while offering key ways to stay connected and inspired in today’s noisy world. It’s no surprise that Pete’s moving LinkedIn posts were the ‘inspiration’ for this conversation. From helping us to be more mindful of where we focus our energy and creating opportunities for ‘conversational jazz’ with kindred spirits, to how we center ourselves and take a moment before we respond or participate with others, Pete showcases the joy of savoring connectedness by turning people into storytellers.  Be curious, listen, contribute positively to our society, make kind gestures, lift others up, make lasting memories… so many Peteisms. HighlightsConnection: Check in with friends - how are you doing (daily rating 1 to 10) Inspiration: practice conversational jazz with kindred spirits - who to reach out to Being better stewards of our time - unsubscribe from social appsRemind ourselves of memories - scroll through personal photos instead  Centering ourselves: Being mindful in the moment - doing smallest of things When you think of friends and family: reach out, text, call, send hand-written note We have agency to choose how we respond or participateHumble pebbles to put on the scale - contribute in this noisy world Curiosity - ask questions that turn people into storytellersResources‘This Is Water: Some Thoughts, Delivered on a Significant Occasion, about Living a Compassionate Life’ by David Foster Wallace  ‘This is Water - Commencement Speech’ by David Foster Wallace‘Dartmouth College Commencement Speech’ by Mr. Rogers Guest Thought Leader Pete Riddell, Executive Creative Director, Derse  Pete is the beating heart of Derse’s Customer Experience & Storytelling team. Their mission: to help Derse’s clients tell their best stories … as engagingly as possible. Pete has remained a perpetual student while growing Derse’s experiential practice over his 20+ years. His work includes novel engagement strategies on behalf of IHG, Charles Schwab and Cencora while spanning a broad range of industries, including healthcare, tech, automotive, financial services and hospitality (among others). A gifted writer, storyteller and thought leader, Pete has presented, authored content and facilitated workshops at ExhibitorLive!, ABPM (now GACEP), HCEA Connect, Event Tech (now EMS), and also with/for Derse clients. He and the CX team love sharing inspiration and trends with clients and kindred spirits in this Golden Age of experience design. 

In 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 Story Employing the 7 Steps of Storytelling The Power of Listening ResourcesEBP Articles: 'Emotional Intelligence and Facilitation' and more  'Lucid Meetings: Number, Effectiveness, and Cost of Meetings in the U.S.'‘Luminary’ by Jack Griffin‘Presence’ by Amy Cuddy'The Effectiveness of Briefings' GACEP ReportGuest Thought LeadersJack Griffin, CEO & Certified Coach, Light Up VenturesAs CEO of this award-winning leadership development firm, Jack is on a mission to illuminate tech leaders through story development. He is also the author of Luminary, a #1 Best Selling book about communication for technical professionals. As a certified executive coach and leadership consultant, his expertise is dedicated to guiding ambitious leaders and their organizations toward transformative growth.    Ellen Barnes-Pfiffner, Principal & Consultant, EBP Business ConsultingAs the Principal of EBP Business Consulting, Ellen is a highly skilled business executive with experience spanning sales, marketing, organizational development and corporate training. She utilizes her extensive experience to benchmark briefing programs, implementing plans to develop best in class briefing practices.

In this episode, Chad Hutson, Chief Strategy Officer, and Tim Kail, Executive Creative Director, both of Dimensional Innovations, explore how experience-based destinations provide unique avenues for storytelling and creating memories that last. Employing ideas from these sources, managing budgets to achieve client objectives and testing future technologies are ways they encourage customer-facing programs to create well-rounded experiences for a variety of audiences. HighlightsMuseums: compelling content, interactivity, memorabilityTheme Parks: ‘surprise & delight’, design, customization Everyday Destinations: hospitality, education, relationshipsBudgets: design, deploy, measure, optimizeInnovation Labs: test early, fail fast, fail smallResources‘Immersive Storytelling for Real and Imagined Worlds' by Margaret Kerrison Star Wars Galaxy’s Edge‘Go Big or Go Home' by Tucker Trotter and Diana KandarGuest Thought LeadersChad Hutson,  Chief Strategy Officer, Dimensional Innovations  Chad helps to develop and execute the strategic direction of the organization. Previously, as co-founder and CEO of specialized creative agency Leviathan, Chad led overall operations, business development and strategy for the organization, which was acquired by Envoy in 2017. Tim Kail,  Executive Creative Director, Dimensional InnovationsHis day to day is learning as much as possible about a wide array of business categories, and working hard to reflect back some nugget of undiscovered truth that will help them connect with their audiences in a meaningful way. Prior to DI, Tim co-founded Rockbox, a strategic video content agency. 

Happy New Year!  What a fantastic way to start 2025…with some amazing news!  Elizabeth Simpson, President of the Global Association of Customer Engagement Professionals (GACEP, formerly ABPM), shares everything you  want to know about why the decision was made to make this significant change after 30 years as the ABPM.  We discussed this evolution including the ‘aha moments’ that the universe kept sending to confirm this was the right path.  Elizabeth tells multiple stories about discussions with members, the Advisory Board and the European Leadership Council that helped inform the decision, as well as the necessary steps and the timeline for the transition. She also reinforces who the GACEP will continue to support at its core and which roles may naturally join the community over time. This trusted community remains essential in supporting programs to achieve their vision and provide valuable guidance, best practices and insights from real-world experiences. HighlightsThe impetus for changing the association's name to GACEPClear ‘Aha’ moments leading to the changeThe process for change: confirming the new name GACEP = Global Association of Customer Engagement ProfessionalsWho the GACEP will continue to serveWho we still are at our coreWho we will welcome:CAB TeamsExecutive Sponsor Program TeamsCustomer Insight TeamsCustomer Reference TeamsWho we are not (few to many) How to pronounce GACEP > G-ACE-PSymbolism of the new GACEP logoThe complete change will take time, please let us know if you find any locations or documents where the change from ABPM to GACEP has not been madeResourcesGACEP Resources Webpage GACEP Spring Conference 2025 RegistrationGuest Thought LeaderElizabeth Simpson, President, Global Association of Customer Engagement Professionals (GACEP) (formerly ABPM)Elizabeth has been with the association for nearly 25 years and took on the role of President in 2018. She works closely with Briefing and Customer Engagement Program teams to understand their challenges and opportunities, then works with the Global Association of Customer Engagement Professionals (formerly ABPM) team to provide the support, resources, and connections that will help GACEP members be successful now and in the future.

In our year-end episode, Sharon Gewirtzman, Founder of TheCreativebySharon, shares her insights and expertise for becoming a ‘Super Connector’ - a career path dedicated to facilitating valuable introductions.  From her time managing Visitor Centers to building trust with customers within the Amdocs and Palo Alto Networks briefing programs, Sharon is following her lifelong passion for connecting people and offering tools to help others do the same. She reviews the principles of intentional networking and techniques to be more effective including icebreakers to kickstart meaningful conversations and a connection tracker to assist in follow up activities. Key takeaways include learning how networking can be a joyous experience and the importance of surrounding yourself with people who have a positive mindset, who lift you up and bring you to long term relationships. The perfect listen for this holiday season! HighlightsDefinition, Benefits and Steps to become a ‘Super Connector’ The Power of Networking Sharon’s Term: ‘Principles of Intentional Networking’Approach to Networking is a ‘Mindset’True human interaction, not just on smartphonesGeneration Z Networking Workshop - coming in January Tools to Step Up Your Networking Game Ice Breakers for Meaningful Conversations - many different scenariosNetworking Connections Tracker - the key is Follow Up! Key Takeaway:  start meaningful conversations and not just collect business cardsNetworking can be a joyous experienceSurround yourself with people who have a positive mindset and lift you upTruly listen with curiosity and develop your mental brain databaseApply in professional and personal settings ResourcesIce Breakers to Kickstart Meaningful ConversationsNetworking Connections Tracker Shlomi Haster’s Mindset.org WebpageThe True Meaning of IkigaiGuest Thought Leader Sharon Gewirtzman, Founder of TheCreativeBySharon  As a seasoned connector, Sharon specializes in bringing people together. She fosters invaluable connections between individuals and brands, propelling growth and opportunity. With a passion for opening doors and nurturing relationships, she serves as both a Connector and Executive Advisor, guiding aspiring entrepreneurs towards their ideal goals.What distinguishes Sharon is that she thrives in a global environment, infusing each interaction with boundless energy and innovative thinking. Her forte lies in seamlessly merging her expertise in event coordination, sales process management, and project oversight to craft unforgettable customer and client experiences.With over a decade of hands-on experience steering customer engagements for top-tier technology firms including Amdocs and Palo Alto Networks, Sharon has honed her ability to cultivate enduring client partnerships and deliver exceptional production value across on-site, hybrid, and virtual events.Sharon’s diverse background in graphic and web design, art history, and digital marketing adds a layer of creativity and ingenuity to every endeavor. She is continuously driven by a thirst for knowledge, a commitment to surpassing expectations, and a collaborative spirit that fuels success within cross-functional teams.

In this episode, Keeley Lundquist, Founder and Executive Consultant of Lime Group LLC, and Executive Briefing Center Expert/Transformation Leader, formerly of IBM, shares impactful approaches for effectively managing change within organizations.  From her ‘Integrated Success Framework’ that focuses on people, processes and projects, to the power of design thinking, Keeley illustrates how briefing professionals can remain agile and address barrier points to drive continuous innovation and transformation. She also introduces our audience to the powerful 5 stage ADKAR model from Prosci for overcoming resistance, ensuring team members are ready to adapt to change. HighlightsRattlesnakes - Meet People Where They Are, Build TrustHow Organizations Manage Change - Flywheel vs. Pinball Design Thinking in EBCs - Collaborative Problem-Solving with CustomersIntegrated Success Framework - People, Processes, and ProjectsOvercoming Resistance to Change - Introducing ADKAR Barrier Points - Address the Emotional and Motivational Aspects EarlyFuture of EBCs - Continuous Innovation and TransformationResources‘Good to Great’, Jim Collins‘The ADKAR Advantage: Your New Lens for Successful Change’, Karen Ball prosci.com Guest Thought LeaderKeeley LundquistFounder and Executive Consultant, Lime Group LLCExecutive Briefing Center Expert and Transformation Leader, formerly of IBMKeeley brings over two decades of expertise in driving strategic change, leadership development, and organizational effectiveness through her consultancy. Keeley’s credentials include Lean Six Sigma and Prosci Change Management, and she’s currently leading a Learning & Development change initiative with a Fortune 100 company. During her 25+ years at IBM, Keeley specialized in EBC transformation, leveraging her expertise in change management, project management, and process improvement.Over her 25-year career, Keeley spent more than 20 years in the Executive Briefing Center environment, taking on a variety of impactful roles. She began in a Client Enablement role, later transitioning to a position focused on marketing and communications. As a Client Experience Leader at IBM’s Global Solution Center in Dallas, Keeley led efforts to update the physical space and digital content, ultimately earning the center the prestigious ABPM World Class Center Award in 2015. In her final role with IBM, Keeley led Talent Transformation within the Innovation Studio program where she developed a skill strategy for a 250-pers

In this third episode of our mini-series related to ‘Mindset’, Naomi Price, SVP Global Accounts with Vantage Partners, offers insightful use cases and relevant stories along with step-by-step methodologies to shift our mindset for greater influence in our daily interactions. From coaching discussion leaders to engage at a deeper level with their customers, to preparing for powerful opportunities to speak with executive leadership, her guidance can support feeling more prepared, being more authentic in our engagements and to truly be present when these opportunities are presented to us.  HighlightsCustomer-Focused Mindset: From “Me” to “Them” Mindset Mantra:  Think Your Way into a New Way of Acting, Act Your Way into a New Way of ThinkingMindset for Influence:  Internally, Externally and those presenting on your behalf Shift from thinking about speaking with audiences as “Exposure” to “Visibility” where you are more in control of your own personal brand The 3 Step Presenting MantraSelf-Coaching Worksheet Example:  “How do I want to be perceived?”Addressing Difficult Questions:  Understanding the Why firstMethodologies for Response: Fact or Feeling and Align-Respond-MaintainQuiet Recalibration from AmyK Hutchins ResourcesAmyK Hutchens on Recalibration“The New Rules of INFLUENCE” by Lida Citroën  Ep 73 - Benefits of Connected Balance with Kathy SebuckEp 74 - Addressing our Stress - From Depletion to Renewal with Shlomi HasterGuest Thought LeaderNaomi Price  Senior Vice President, Global Accounts, Vantage Partners Naomi is an internationally recognized expert in the art and science of business communication, moment of truth messaging, and high stakes communication consulting. Her commitment to her clients and professional partners has earned the trust of an extensive global network. Naomi is an ABPM Solution Partner Advisory Board Member.  Her first ABPM Conference was in the spring of 2006, with long time solution partner, Mandel Communications. When the owners of Mandel retired in December of 2022, Vantage Partners made it possible for Naomi and the best of Mandel’s trainers from around the world to continue doing the work they love, with and for people they value. Her portfolio of capabilities has expanded dramatically, thanks to Vantage’s consulting and training solutions (including sales and account management academies, negotiation skills training, new product launch consulting, and strategic deal coaching).A travel and adventure junkie, Naomi has ridden her bicycle across New Zealand, fly fished in Argentina, and hiked in Bhutan. She is an avid rugby fan and just returned from supporting the USA mens’ and women’s Rugby 7s teams at the Olympics in Paris.

In this episode, Crissy Manwaring, New Business Development Manager with Robertson Marketing, calls on those crafting meaningful experiences to incorporate branded merchandise earlier in their strategic planning process and to recognize the impact that a well chosen artifact has far into the future. From defining more concrete goals to exploring new approaches for selection and delivery, we need to understand that the psychological elements of gifting and human engagement matters. Planning for multi-sensory interactions and employing the latest technology to simplify how and when customers engage can transform relationships by triggering powerful recall moments. For our customers and internal teams, being more intentional about this aspect of engagement could open a whole new way of elevating experiences. HighlightsThe purpose of branded merchandise including sensory engagementImpactful approaches for appropriate merchandise selection and distributionSetting an anchor at the emotional peak of an experience - triggers recallThe power of anticipation - the message and when you give gifts mattersPartnerships thrive or fail based on logistics - digital experiences that make building a true promotional program possible for even managers of small briefing programs Strategies for internal audiences - identification, appreciation, recognition, and motivationMeaningful brand artifacts live on - authenticity is key, full custom/scarcity “It’s the message that makes the merch matter – and it’s the merch that makes the message stick!”ResourcesCollections from the Google Store: Chrome Dino and Google Bike  ‘Ultra-rare’ Apple Sneakers on Sale for $50,000 - Apple Shoes AuctionCrissy has nothing to do with the manufacturing or distribution of these shirts from Splunk but LOVES the case study and the evidence that they provide for the power of promotions: Splunk T-Shirt Company Favorite Splunk Video See timestamp 2:04 when he enters the shipping department, and they throw in some Splunk software as swag at timestamp 2:15Guest Thought LeaderCrissy Manwaring New Business Development Manager, Robertson Marketing Crissy collaborates with her clients to get them noticed, believed, and remembered through effective use of promotional products. Leveraging 25 years of experience in advertising, marketing, and branded merchandise consulting in addition to a bachelors in English Communication, and Masters in Business Administration. Her graduate education emphasized global marketing, experience design, and service design. Crissy helps her clients select the right product to communicate their message, and the right technology to deliver an exemplary customer experience.  Her specialties include: promotional marketing, campaign design, branding and identity, logo design, promotions, advertising, creative thinking, sourcing, product design and development, tag-lines, presentation for maximum impact, print and promotion.

In our latest episode of the CX Live! Podcast, Jocelyn Domabyl, Strategic Program Manager & Global Discussion Leader Bureau Lead at Dell Technologies, and Kelly DeRoche, Speakers Bureau & Strategic Engagements Lead at Google Cloud, highlight the importance of building relationships with other customer facing programs teams. From account tiering and aligning with the sales cycle to leveraging stakeholder overlap, memorable touch points across the customer journey maintain consistent messaging and offer customization where possible. Both also share examples of maximizing synergies across briefing and events teams. Highlights Customer facing programs boost customer loyalty, advocacy and satisfactionValue of long-term relationships with customers across programsStorytelling - more cohesive customer journey across teams Dell: Tiered Accounts, Sales Cycle (Inspire, Engage, Convert) Google:  Align Customer Programs to Tiers, Map to Customer Journey or Sales Cycle Best practices for customer tiering Synergies between customer facing programs Google: Stakeholder overlap - EBC, Executive Sponsorship, and Speakers Bureau - In same orgDell: Executive Sponsor Program (ESP) and Executive Briefing Program (EBP) - In different orgsMerging EBC and Events Teams Dell: briefing planning infrastructure for meetings at Events, DL Strategy and Sourcing, communications with Sales organization Google: Focus on Priority Accounts, briefing managers create Executives itinerariesResourcesDT Accounts & Customer Program Alignments - JourneyDT Accounts & Customer Program Alignments - Pyramid Google Cloud Storytelling Across Programs Guest Thought LeadersKelly DeRoche  Speakers Bureau & Strategic Engagements Lead, Google CloudKelly is responsible for building and growing the Speakers Bureau program at Google. With this work, she’s scaling executive engagements by recruiting and supporting a community of thought leaders and experts from across Google to speak with customers on 100s of topic areas. In addition to Executive Briefings, Kelly works with Customer Programs like Executive Sponsorship and Customer Advisory Boards to create unique executive engagement strategies for top customers. Kelly is engaged in the ABPM community as a frequent Session Leader, Tour Host, World Class Award winner and now as a member of the ABPM Advisory Board. Kelly spent most of her life in Boston and now resides in San Francisco.Jocelyn Domabyl Strategic Program Manager & Global Discussion Leader Bureau Lead, Dell TechnologiesJocelyn spearheads the strategy for recruiting, maintaining, and supporting a community of 2,500 Discussion Leaders who engage with customers on over 200 topic areas during Executive Briefings and other events. She has a proven track record of orchestrating diverse projects, building business frameworks, streamlining operations, and mentoring teams to foster professional growth and strategic alignment. Jocelyn is active

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.   

In this second episode of our mini-series exploring the power of a positive mindset, Shlomi Haster, Growth Mindset Expert, Speaker, Podcaster and Stress Management Specialist, shares his powerful techniques for recognizing and shifting our mindset related to stress. From challenging our default mindset and inner critic, to focusing our energy to harness stress for positive outcomes, Shlomi guides us to identify our own unique stress, our common predictable stressors and levels of our stress signals. He’s created a "Stress Management Workbook for The CX Live! Podcast Listeners" that includes a “My Stress Profile” and “3-step Mindset Change Method for Real Time Stress Management” to help us live a more fulfilling life.  HighlightsDefining Stress - specific vs chronic, our core beliefs and their impactChanging our Mindset Related to Stress - “peak performance”, harnessing energy to cope, our “default mindset”3 Step Approach:  Recognition, Acceptance, Utilization Address our “Inner Critic”Levels of stress in our modern lifeMy Stress Profile - own definition of stress, common stressors (predictable), stress signals (3 levels: thoughts, body, behavior)Taking Action - growth mindset, connect the dots, change our experienceChanging our neurological patternsHope - reduce stress, improve our daily life, the journey of living a fulfilled life“State of Ease” (HeartMath), being curious, practicing gratitude ResourcesStress Management Workbook for The CX Live! Podcast Listeners"My Stress Profile"  "3-step Mindset Change Method for Real Time Stress Management"Mindset.org.il  (click on Translate to English) Mindset Podcast - “Leadership, Stoicism and The Meaning of Life with Fred Kofman”“Mindset: The New Psychology of Success” -  Carol S. Dweck, PhDSharon Gewirtzman, Relationship Connector, coming soon “TheCreativeBySharon.com”Guest Thought LeaderShlomi Haster Growth Mindset Expert, Speaker, Podcaster and Stress Management Specialist, Mindset.org.il  As a passionate advocate for personal and professional growth, Shlomi finds joy in witnessing individuals flourish, develop, and achieve success. This deep-rooted passion led him to the intersection of organizational Learning and Development (L&D) and personal growth mindset. With a BA in Human Behavior and an MA in Organizational Science, Shlomi has worked in startup and high-tech environments for 15 years, primarily in Learning & Development functions.For 5 years, Shlomi has hosted one of Israel's leading podcasts, called "Mindset," featuring experts in their field, encompassing various aspects of personal and professional development. He is a HeartMath Building Personal Resilience (BPR) coach, trained to help individuals develop emotional resilience and stress management skills.  

In this episode, Kathy Sebuck, Founder & CEO of Marchitecture, shares perspectives for coping with stress, change and uncertainty to ensure our long term wellbeing. She provides compelling reasons and methods for examining our personal core values, implementing growth mindset tools, and employing positive intelligence tools among others to bring balance to our lives which is reflected in our personal and professional endeavors. Highlights The 4 Cs - Briefing World TakeawaysCommunity, Connection, Collaboration, CommunicationPerspectives for coping with change and uncertaintyAncient Wisdom/ History, Growth Mindset Tools, Personal Development, Conscious Leadership How to set boundaries, focus on strengths, know our job is not our valueThe “Connected Balance Experience”  Core Values, Your body’s intuitive guidance system (HeartMath and Neuroscience), Transformational Presence, Positive Intelligence Tools Remember the Golden Rule - kindness, gratitude, positivity ResourcesSuggested Reading List Start with Why - Simon Sinek The Four Agreements - A Practical Guide to Personal Freedom - Don Miguel RuizThe Power of Now - Eckhart TolleThe Universe Has Your Back - Gabrielle BernsteinRadical Forgiveness - Colin TippingUntethered Soul - Michale A. SingerTransformational Presence -   Alan SealeYou2 - Dr. Price PritchettManifesting Change: It Couldn’t Be Easier - Mike DooleyMarchitectureWaves of Change: Growth Mindset Tools for Connected BalanceThe Connected Balance ExperienceDigital Resources and Podcasts Speaking Opportunities Tech for Good World Economic Forum - Tech for Good Guest Thought LeaderKathy SebuckFounder & CEO, MarchitectureKathy is an award-winning strategic thinker, entrepreneurial leader, athlete, author, public speaker, and Fractional CMO with over 25 years of corporate tech sales and marketing leadership expertise working for Fortune 500 enterprise software companies in the public, private, and nonprofit sectors such including Sun Microsystems, Verisign, Microsoft, Citrix, SAP, and Amazon Web Services. For 10 years she physically built and managed corporate briefing center programs at Sun Microsystems and Verisign.  In 2019 she launched Marchitecture and offers services rooted in conscious leadership, growth mindset tools, and proven marketing communications best practices to build successful business strategies using storytelling. Her heart-centered approach is grounded in the neuroscience of HeartMath and a term she created called “

In this episode, Mark Coxon, Director of Business Development and Joe Whitesides, Director of Experience Technology, both of the XTG Division of AVI-SPL, delve deep into the psychology of attracting, educating, entertaining and moving your audience to take action. It’s very clear that their backgrounds in the areas of behavioral psychology drive their passionate approach to creating impactful spaces and experiences. From examining what is 'Wow Factor’ and the need to prepare our audience for messaging, to studying how to create truly immersive experiences, we discuss ways of stacking senses like understanding vision and auditory more deeply, plus exploring techniques like coding memories, the newness of content, contrast of scale and transporting via the narrative just to name a few.  Get ready! HighlightsExamining “Wow Factor” A World of OverstimulationSensory Resetting Preparing for the Message Interrupt for Attention to Drive ActionProviding Less Choices Using Novelty and Scale Peripheral Vision vs Foveal VisionStacking SensesNewness of Content Contrast of Scale Appeal to the SensesNeuro Linguistic Programming (NLP) - Coding MemoriesAnchoring / Triggering / NostalgiaAuditory  - Contextual Immersive Directional Audio Transporting Guests Educating While EntertainingLeverage Existing Physical DesignLeaving White Space Narrative Transportation Resources"Thinking Fast & Slow" - Daniel Kahneman, "The Paradox of Choice" - Barry Schwartz, "Stories That Stick" - Kindra Hall, "Free Guy" Movie Guest Thought LeadersMark CoxonDirector of Business Development, XTG Division of AVI-SPL Mark has been in the technology industry for the last 23 years and has a wide variety of experience in the design and implementation of workplace technology. Mark’s current role with XTG involves supporting conversations around the future of work and executive briefing center programs with some of the world’s largest companies. Although Mark has a deep technical background, his real passion is working at the intersection of physical space, behavioral psychology, and technology design to create real impact. Mark writes for several trade publications and is a regular guest on several podcasts and industry panels. He also teaches a workplace technology workshop for AVIXA (Audio Visual and Integrated Experience Association) on Creating the New Connection Center.Joe WhitesidesDirector of Experience Technology, XTG Division of AVI-SPLJoe has over 25 years of experience in the AV industry serving as systems designer, executive manager, and consultant.  Joe works with clients in a variety of markets, including experiential environments, associations, large law firms, banking, defense contracting, and federal government. As a leader, Joe has worked to develop teams and improve processes from sales to installation, while striving to provide industry-leading customer service.  As Director of Experience Technology, Joe leads a team designing systems for Corporate Experience and Briefing Centers, working on international projects.  Joe maintains certifications from a variety of manufacturers and industry partners (including CTS-D

In this episode Brittany Bell, Managing Director at Deeplocal, and James Chester, Managing Director at Gumband, share the unique ways that briefing programs can develop more memorable in person experiences. From initial discovery and ideation sessions to how to engineer spaces that evolve over time, it’s the ability to measure the impact of these spaces by tracking actual utilization that briefing teams need to understand. Highlights A different approach to the Ideation Process - bring Creatives and Engineers together from the start Key principles of “showing, not telling” and the concept of learning through play Keeping experiences focused on a singular message using levels known as “Wading, Swimming, Diving” Future proofing with technology - ensuring spaces can evolve over timeApplying an integrated approach for platform control and measurement Being prepared for Day 2 - the concept of installation as the starting line Strategies for working with partners - collaboration, communication, and transparencyGathering stakeholder voices, and keeping the process on track via roles, not peopleThe importance of playtesting and prototyping in the build phase - why testing design assumptions pays off A 6 step Process - from “concepting” to “install and wrap-up”Gumband design - flexible and modular to integrate numerous technologiesMeasurements including collecting, storing and displaying data on both passive and active engagements helping to determine future content strategies Resources Simon Sinek: A Bit of Optimism Podcast “Humanize with Thomas Heatherwick”The Deeplocal / Gumband Process Guest Thought Leaders Brittany Bell   Managing Director, Deeplocal Brittany Bell is the Managing Director of Deeplocal, an award-winning creative technology and experience design company. She has nearly a decade of experience in project management, interactive exhibit design, integrated marketing strategies, consumer insights, brand communications, customer experience, and events. At Deeplocal, she works with brands to create permanent interactive spaces that evoke playfulness, and build emotional connections and loyalty with their customers. As a forward-thinking business leader, she has the ability to distill complex ideas into easily understandable content and project plans. She excels at motivating large, cross-functional groups to align around a single goal and balancing multiple deadlines while maintaining an organized, yet creative, approach. James Chester  Managing Director, Gumband James Chester is the Managing Director for Gumband, an award-winning SaaS platform that allows brands to control and measure their interactive environments in real time from anywhere. With his expertise spanning architectural design, marketing and tech, he has worked on multi-million dollar building and development projects, and led the digital transformation of Samsung's global media business at Starcom. In 2021, he oversaw the launch of Gumband as a product division out of Deeplocal. Since then, Gumband has powered experiential activations and spaces for global tech and retail brands. Clients: Google, Stripe, Meta, TikTok, Museum of the Future, Activision, Linkedin, Spotify, Netflix, etc

In this episode, Jackie Haywood, former Director of the Aetna Customer Center, shares about her experience developing and managing the briefing program while staying focused on building an environment that prioritizes team and community. She reveals the guiding principles that she implemented to build a strong team while advising how today’s program leads can expand their reach and pay it forward. From Advisory Boards and Speakers Bureaus to the Voice of the Customer, Jackie highlights ways to build both internal and external community partnerships to help programs evolve and grow.  “Never underestimate opportunities that could come from very unexpected places (i.e. serve on a committee, give an opinion, be part of a project)...It could influence your future career. As managers, we must be willing to do whatever it takes to support your team for success! Never stop supporting each other and always stay in touch with your network.”HighlightsAn overview of Aetna, creating the Aetna Customer Center and teamThe importance of Executive Support and being flexible Expand your program and space to external community initiativesThe Aetna Customer Center program differentiators and best practices  Guiding principles for building a strong and motivated teamAdvice for EBC Program Directors to Pay it ForwardExpanding team member roles to align with interests and strengthsStrategies to build support from the internal Aetna Community: Advisory Boards, Speakers Bureau, Voice of the CustomerImpactful contributions that leave a legacy How to transfer skills learned in briefing programs to our future careersResources“Learning to Lead” Ron Williams, former Aetna CEO “In The Current” by Virginia Kravitz, Writer & Mentor    This blog contains inspiring posts on a variety of topics, each with universal life lessons that are both relevant and relatable. Guest Thought Leader Jackie HaywoodFormer Director of the Aetna Customer Center In her 35 years with Aetna, Jackie held multiple positions including Implementation Manager in National Accounts Sales Support before moving to the Aetna Customer Center first as the Operations Manager and then promoted to the team’s Director. Jackie managed the proposal and building process for the new Aetna Corporate Executive Briefing Center.  She was responsible for all aspects of managing the Center and team, including program development, staff, budget, marketing initiatives, internal & external communications, sales, training & experiential display elements. Jackie assembled a diverse team representing external suppliers & business partners from various professional disciplines (content writers, exhibit designers, media, construction, audio-visual) as well as company-wide business leaders and subject matter experts. She determined program specifications, design requirements, overall content and business objectives for the Center, which was the first of its kind in the healthcare industry and was LEED Silver-certified upon completion. 

In this episode, Ricken Patel, Senior Leader, Global CXC, with Cisco goes into great detail about expansion of the Cisco Experience Centers, including new models for recently opened centers in Atlanta and Paris.  He also focuses on how Cisco has applied strategies related to each of the ABPM world class characteristics  (Management, Operations, Branding/Experience and Analytics) to create a more globally unified team that moves together, celebrates together and learns together. “Democratize and evangelize your data - being more open with our data has allowed us to build tighter relationships, get access to the right people, and even get some funding out of it. The more people know about what you’re doing and bringing to the table, the better off you’ll be.”Highlights The Cisco Global CXC Program defined including locations, team member roles, demos and onsite requirementsHow to fast track the build and launch of a new regional center while implementing a new service model The importance of referencing the ABPM World Class CharacteristicsManagementFunctional organizationCommunicationMove Together Celebrate TogetherLearn TogetherEmbracing so called “Rogue Centers” Operations Vision - how to set priorities according to your “North Star”Tools & Resources - driving strategy through consistency Processes - Common vs Local Branding / Experience Consistent branding across locationsDaily communications to provide consistent experiences Analytics The motto of “share all data!” Curating self-service dashboards by personaePartner with “sister teams” for executive insights Lessons Learned including ‘Be extremely curious’, ‘Right-size advice and best practices’ and ‘Democratize and evangelize your data’! Resources“Good to Great” by Jim Collins“Turning the Flywheel: A Monograph to Accompany Good to Great” by Jim Collins“Hit Refresh” by Satya NadellaGuest Thought LeaderRicken PatelSenior Leader, Global CXC, Cisco Ricken is responsible for the Global Cisco Experience Center program. He and his team are accountable for helping their sellers execute high level engagements across all 11 CXC locations. The team’s purpose is to connect their customers and partners with the best of Cisco. Ricken graduated from San Jose State University with a Bachelor's Degree in Industrial and Systems Engineering and immediately began working for CIsco. His entire professional career has been with Cisco including a number of interesting and challenging roles within the Sales organization. Having attended ABPM conferences since 2019, Ricken presented his first session at the ABPM Fall Workshops in San Diego this past October.  

In this episode, my daughter, Jaxlyn Werner, and I review the highlights of our 2023 season providing key nuggets and resources from this year’s amazing interviewees.  We introduce our 5th season which will start in January 2024 to include more conversations with global briefing industry leaders who are changing and elevating our profession with their creativity and willingness to think outside the box.  Highlights: A review of all 11 episodes of our 2023 thought leader interviewsKey topics of interest provided in each episodeImportant resources referenced by our interviewees A look ahead to our 5th season of The CXLive! Podcast  Guest Co-Host: Jaxlyn WernerArtist, Entrepreneur, Honor Student, Tinker, Athlete and a leader for our next-generation, ArtvevaJax just turned 12 and is currently in 6th grade at the same middle school I attended!  She loves math and science and is on the Principal’s Honor Roll.  She loves the arts including musical theater. She recently won 1st place in 2 drawing categories in 5th grade and has created a number of painting series including one for Ukraine relief efforts last year. Her creativity is showcased in her pop up Art Booth where she sells her paintings, bracelets, stress balls and more. She plans to start her own Etsy site very soon called Artveva.  Jax has a mechanical mind like her dad.  She’s so curious, taking things apart and figuring out how to put them back together. Thank goodness she also has a scheduling mind like me.  She is very athletic having been involved in dance, gymnastics, tennis, basketball, and volleyball over the years, now focusing on her latest passion: Karate. Jax stays informed about what is going on in the world and is defining her own voice. Needless to say, we are very proud of her and are so excited for the next steps in her journey. And her journey to the briefing world was an obvious one. Already a veteran of ABPM events, Jax attended her first ABPM Spring Conference in 2012 in Boston at 6 months old. Many of you may remember meeting her there and seeing her again at Solution Partner Showcase events when held in Santa Clara before we moved home to Redding, CA in 2016. And of course, I couldn’t resist sharing photos of her in opening slides when teaching ABPM sessions.  Thank you to so many of you for your care and interest in her life over the years. 

In this episode, Rebecca Bucher, Senior Director, Global Accounts with HelmsBriscoe, takes us along her journey from her days managing the Xerox Briefing Program to working with the ABPM team and ultimately defining a new career consulting for global events.  She shares key elements that everyone leading event teams, including those briefing programs who have taken on event teams, should know when negotiating contracts for hotels, AV, transportation, and other services.  Rebecca specifically addresses how important it is to look for and uncover hidden costs when negotiating on her clients’ behalf.  Highlights: Rebecca’s career with Xerox where she held many different positions The road to managing the Xerox Briefing Program Her introduction to and ongoing relationship with the ABPM Team How to leverage the power of global players to address clients’ needs Specific event elements Group Business clients should know when looking to secure hotels, AV, transportation and other services How to negotiate for value and avoid hidden costs Guest Thought Leader: Rebecca BucherSenior Director, Global Accounts, HelmsBriscoe Rebecca worked for Xerox Corporation for more than 20 years and held numerous positions including Manager of their Briefing Program. She has been an active member of ABPM since 2000 participating in every conference, hosting Tour Day in their NYC Center, and also served on the ABPM Advisory Board.Today, Rebecca is an associate with HelmsBriscoe, the global leader in meetings procurement.  In this role, she offers an easy and cost-free alternative to the time-consuming and costly aspects of finding and contracting a hotel for group events. Rebecca has received their President’s Club Award 11 times.  And, the ABPM staff relies on Rebecca to find, negotiate and contract hotel locations for all their conferences.

In this episode, members of the Procore briefing team including Jessica Gass, Simone Sterling and Cheyanne Faulkner share the story of how they envisioned, built, grew and continue to expand their APEX briefing program and its offerings. From the importance of understanding their unique audience to the organic evolution of a program that the whole company believes in and is proud to participate in, this is a success story that inspires!  Highlights: How the Procore briefing program began in 2020 Stages in the evolution of APEX, the Procore briefing programThe gift of Executive Buy-in and SponsorshipKnowing the Construction industry and creating unique “white glove” Procore experiences Expansion to internal, external and industry relevant engagements The power of Processes, Tools, and Solution Partners The Procore team’s vision for the coming years including international growth and formalizing the Executive Event program Resources:“Unreasonable Hospitality” by Will GuidaraGuest Thought Leaders: Jessica GassSenior Manager, Field and Executive Marketing, Procore Jess currently manages the briefing program as well as field marketing and other executive event programs at Procore.  Her previous experience includes roles in field marketing at BMC and Cloudera as well as some Marketing generalist roles at early stage startups that were acquired into those companies.  Her early career included concierge work at the Hyatt and an overnight bellman role at the Four Seasons which really spurred her interest in delighting people and not really ever being able to say no (which has been both a blessing and a curse - her team can attest). Simone SterlingExecutive Program Marketing Associate Member, Procore After graduating with a sports marketing background. She has pursued her roles in events over the last 10 years in nonprofit events, sports events, tradeshows and now executive events. Cheyanne FaulknerExecutive Event Program Associate Member, Procore With her early roles at WeWork and Zendesk in marketing events and hospitality, Cheyanne has always had a passion for making people feel welcome and connected ever since she was a kid.  Cheyanne’s first time interaction with ABPM was at the Boston 2023 conference! 

In this episode, Corey Hansen, Dynamic Delivery Coach and Trainer with GoProBriefings.com offers our Executives and discussion leaders specific strategies and frameworks for building confidence in their delivery while customizing their content. From understanding Dynamics and Foundational Principles, to implementing the 4-A Way of Dynamic Delivery, Corey provides proven techniques to elevate conversations with our customers. Highlights: Similarities of “performances” on the theatrical stage and the corporate stage Understanding Dynamics: Physical space, people, macro and micro levels Foundational Principles including clearing the distraction and getting to actionImplementing the 4-A Way of Dynamic Delivery model (reference graphic): Audience, Atmosphere, Action, Actor  Content guidance for Discussion Leaders: “Expectations Set, Expectations Met”The Importance of being prepared, not “winging it” and not ‘prejudging” Episode Resources: 4-A Way of Dynamic Delivery Graphic “Key Techniques for Dynamic Discussion Leaders” Blog “How to Act in Business: A Dialogue For Businesspeople in One Act” Book by Corey Hansen Guest Thought Leader: Corey Hansen  Dynamic Delivery Coach and Trainer, GoProBriefings.com Corey blends strategies and techniques from theatrical and corporate stages to help briefing professionals deliver their most confident and engaging performances. Corey earned his Master of Fine Arts degree in Acting at UC San Diego then earned membership in actors’ unions.  Following his passion for teaching, Corey served as Professor of Acting at the University of Washington Graduate School of Drama.While at Sprint, Corey held management positions in multiple disciplines including expanding roles in the Executive Briefing Program as Solution Demonstration Manager, Briefing Consultant, and General Manager of the award-winning Sprint Executive Briefing Program, selected as ABPM Program of the Year in 2014. Following Sprint’s merger with T-Mobile, Corey served as Senior Manager of the Executive Briefing Program. A member of ABPM since 2013 Corey has attended and presented at Conferences and hosted the 2022 Fall Workshop attendees to the T-Mobile Experience Center in Kansas City.

In this episode, Steve Deitz, CEO & Founder and Susie Tobin, Customer Engagement Advisor, both of 900lbs, share unique ways to design memorable and customized experiences that enhance the customer and employee experience.  From building in mechanisms to track metrics to utilizing ‘Practical Applications’,  Steve and Susie showcase specific examples of how to expand the value of our programs.  Highlights: The importance of ‘Customer Experience” - both Program Excellence and Center DesignKey elements to consider when creating an experience that tells your corporate story - How to Customize, Scale, and Maintain the Experience  Incorporate gathering metrics that your management cares about while building an Experience - Platforms such as Adobe Analytics and Unity Analytics New Trend - the development of “Practical Applications” with Briefing Program and other stakeholders’ use cases in mind (Royal Caribbean Safety Command Center example) How to effectively leverage the Briefing Program Customer Experiences for the Employee Experience Recommendations for “Breaking the Script” when designing memorable experiences Episode Resources: “Power of Moments: Why Certain Experiences Have Extraordinary Impact” by Chip Heath & Dan Heath“Tiffanys NYC Flagship Store Shining Brighter Than Ever” Guest Thought Leaders: Steve Deitz CEO & Founder, 900lbs In 2009, Steve founded 900lbs, a Dallas-based experience design agency. He leads a talented team (also known as a design and development Special Forces Unit) specializing in interactive customer engagement, technical software development and high-impact visual content to showcase the art of the possible.  With an arsenal of cutting-edge tools, 900lbs brings complex ideas to life driving business results for customers such as: Amazon Web Services, NTT Data, Bell Flight, Royal Caribbean, Textron Systems, Volvo, PepsiCo, Dallas Cowboys, Hewlett Packard Enterprise, and Shell Oil.Steve is a 2000 graduate in Design Communications from Texas Tech. He was a 2018 honoree of Dallas Business Journal’s 40 under 40 and Dallas Innovates Future 50 in 2023.   Steve is happily married and lives in Plano, Texas. He enjoys the outdoors, traveling, technology, drawing, camping, and Da Bears!Susie Tobin Customer Engagement Advisor, 900lbsSusie brings her passion for unique and extraordinary experiences along with her knowledge of the corporate world to support all aspects of the go to market and growth strategy. Susie spent a number of years in the IT industry always with the customer top of mind. Her global experience included leading teams in building and managing briefing programs and events. She thrives when creating and developing memorable customer experiences.A graduate of the University of Oklahoma, Susie lives in Frisco, TX with her most favorite miniature schnauzer, Poppy. She loves the outdoors, golfing, and spending time with friends and family.

In this episode, Renee Niebylski, Director of Global Experience Program at Crestron, shares the importance of analyzing the data that she collects in order to craft the most relevant story to each of her distinct audiences, always driving toward her program goals. With a broad spectrum of data collection methods, she provides factual evidence that influences executive decisions ensuring long term program and team success as well as future program expansion. Highlights: Strategies for understanding a briefing program’s current story including listening to many different points of viewHow to define your program’s internal audience and key executive or group stakeholders’ care-abouts Ways to analyze your data to craft stories that align to your audience’s specific care-abouts and objectives Methodologies for reporting to achieve desired outcomes - additional resources, geographic expansion, filling the briefing pipeline at specific times, etc. How to market yourself and your program for inclusion in highly visible meetings - CMO All Hands, Sales & Marketing QBR, Regional Monthly Calls, etc. Effective ways to manage reporting tools and build a master presentation layered for immediate delivery to any audience Avoiding “Data Vomit” - ways to provide just the right amount of detail during presentations and when providing access to dashboardsEpisode Resources:  MasterClass - Neil Degrasse TysonPresentation Psychology: Proven Strategies to Truly Connect with Your AudienceGuest Thought Leader: Renee NiebylskiDirector, Global Experience Program at Crestron Over the past 16 years, Renee has held nearly every role in the briefing and experience world. From her early days as a Briefing Consultant to General Manager of global teams, she has driven strategy for well-known briefing programs including Sprint/Nextel, VMware, and Polycom/Poly. Renee is now starting a new program and leading the Global Experience Team at Crestron Electronics. A native New Yorker, Renee relocated to the DC Metro area about 25 years ago and has just moved to Maryland with her husband and 12 year old daughter to lead the Crestron team. 

In this episode, Riaz Meghji, who provided an amazing Keynote at the recent ABPM Spring Conference in Boston, offers additional insights and approaches for creating more authentic connections in our professional and personal lives. He provides specific questions we can all utilize to build trust and manifest deeper relationships. Even if you attended his Keynote, Riaz offers so many more meaningful insights during our conversation that you won’t want to miss!  Episode Highlights: How to create space for people to show up as their authentic selves instead of overwhelming them with dataKey approaches to “make small talk bigger” including asking questions in a way that prompts deeper responsesThe importance of “listening without distraction” and how to be confident in our preparation to allow for improvisationWays to “convey credibility before vulnerability”... modeling how to share imperfections which allows others to do the same Practicing “making people feel famous” through specificity, milestone moments and gratitude How  “empathetic curiosity” can ease anxiety around difficult conversations and help us show up in better waysSteps to encourage stories that evoke positive emotions - “trials, transitions and triumphs”Powerful Quotes: “Real Connection is the ability to admit imperfections.”“Efficiency is the enemy of human connection.” “Connected leaders give their people permission to get personal.”Episode Resources: RiazMeghji.comYouTube - Riaz Meghji "Every Conversation Counts" Book by Riaz Meghji Scott Shute - Changing Work (and the World) from the Inside Out "Full Body Yes" Book by Scott Shute Guest Thought Leader:Riaz MeghjiHuman Connections Speaker, Author and Executive Coach Drawing on his almost two decades of experience as a broadcast interviewer and presenter for brands such as Citytv’s Breakfast Television, MTV Canada, CTV News, and the Toronto International Film Festival, 'Every Conversation Counts' author Riaz Meghji now serves as a human connection keynote speaker, helping leaders build trust, meaningful relationships and collaborative cultures in our new world of work.His practical insights have been featured in various publications including Harvard Business Review, Fast Company and Financial Post.

In our second “Icons of Impact” episode, Barb Anderson, shares insights from her 33 years at McDonnell Douglas and Boeing, including her time as Director of Customer Engagement for Boeing Defense and Space Systems. From her experiences building the award-winning Boeing Briefing Program and Collaboration Center to important advice for becoming leaders who “cast long shadows”, Barb offers critical strategies for achieving your vision.Episode Highlights: Building the award-winning Boeing Briefing Program and Collaboration Center in DCHow leaders have a vision for the future and continue to deliver great value The power of the ABPM World Class Characteristics - timeless and flexible The importance for leaders to “cast long shadows” by empowering and involving their team Strategies for creating memorable experiences that focus on the customer firstAdvice for today’s briefing professionals - Be Bold, Speak Up, Say YES to new opportunitiesGuest Thought Leader:Barb AndersonFormerly Director, Customer Engagement with Boeing Defense and Space SystemsHappily RetiredBarb joined McDonnell Douglas in 1984 and was involved in Communications activities for the next 20 years – through the 1997 merger with Boeing and beyond. In 2004, Barb became the Director, Customer Engagement for Boeing Defense and Space Systems.  She had a team of 70 people located at a dozen sites across the US, who’s number one job was the flawless planning and execution of senior customer meetings, special events and Air & Trade Shows.   She reported to the VP of business development who reported directly to the President of Boeing Defense.  In 2011, Barb began a four year journey to design and build the Boeing Collaboration Center at the new Boeing Headquarters in Washington, DC.  She led her team to achieve World Class status –  winning 3 ABPM Awards including World Class Management in 2016 plus World Class Center in 2016 and World Class Planning in 2017. Barb served on the ABPM Advisory Board for 3 years from 2015-2017.  After 33 years with McDonnell Douglas and Boeing, Barb retired in 2017 and has continued to stay active with the ABPM often volunteering at Conferences and Workshops, ensuring that new and experienced members alike continue to gain valuable insights from our briefing community. 

In this episode, Nathan Pisik, Global Leader in the Executive Briefing Program world and ‘professional raconteur’, explores approaches for mission-driven storytelling, a way of communicating an organization’s values and goals through a compelling narrative. He provides powerful examples from the briefing world and beyond that implore us to think creatively, sparking our own heightened sense of curiosity.  Episode Highlights: Keys to effective mission-driven storytelling including authenticity, transparency and focusing on the impact of the organization’s workHow to utilize curiosity-driven questions to drive compelling storiesThe formula for developing “visual evidence” and then “context” while highlighting specific briefing program that cause us to “look at this thing”The possibility of providing ways for guests to learn more about themselves when engaging within our CentersAddressing the challenges for programs to achieve mission-driven storytellingThe distinction between technology that enables innovation and those we use to take care of things that are not our engines of innovation Advice for telling the truth in order to elevate our outcomes and strengthen relationships that serve a greater purposeEpisode Resources: The Book of Beautiful Questions - Warren BergerA More Beautiful Question - Warren BergerThe Culture Map - Erin MeyersJohnny Harris WebsiteGuest Thought Leader: Nathan Pisik Global Leader in the Executive Briefing Program World and "Professional Raconteur" Nathan has developed, led, and scaled global Content & Messaging strategy for some of the largest and most respected Technology companies in the world. Most recently, Nathan served as International Head of Content & Messaging at Google, overseeing global content strategy and serving as The Central Region Briefing Program Lead tasked with launching and managing Google’s burgeoning CloudSpace Briefing Program in Austin, TX.Prior to joining Google, Nathan led global content & messaging strategy for the Dell Technologies Executive Briefing Program, managing Briefing Consultant Enablement and training across Dell Technologies 11 global locations, and serving as a Discussion Leader Developing, Facilitating, and Leading Design-Thinking and Innovation Workshops for Fortune 100 executives from around the world.Nathan has served as a session leader at three ABPM conferences since 2021 and has been a keynote speaker at various industry events. He holds degrees in International Business and Chinese Language Studies from Texas A&M University.

We’re reaching out to thought leaders from different industries to share their perspective on topics important to the briefing community.  Adam Alfia, Founder and Managing Director at Real Time Feedback, shares best practices to elevate the customer experience from making first interactions matter to addressing the Service Recovery Paradox that increases customer loyalty. He discusses how to overcome survey fatigue and the rise of the Customer Effort Score (CES). Episode Highlights:The importance of training team members to actively address customer pain points and provide next level customer service Why the first interaction matters and impacts the remainder of the experience - positively or negativelyThe Service Recovery Paradox and how to empower your team to make decisions that increase customer loyalty Key insights into developing a 2-way feedback mechanism that encourages customer responses and suggestions for overcoming survey fatigueTechnologies that allow customers to give real time feedback and make them feel they have made a difference in the process The value of the Customer Effort Score (CES), a way to measure success and ease of customer interactionsEpisode Resource:Gartner: What's Your Customer Effort Score (CES)? Guest Thought LeaderAdam AlfiaFounder & Managing Director, Real Time Feedback Adam is a serial entrepreneur and currently involved in over 25 businesses. He started a European auto repair shop out of college, expanded to 4 locations and sold them all in 2005 for $7.5M. He then founded Maestro, a white-labeled virtual personal assistant service catering to the automotive industry with clients including Infiniti, Nissan, Mitsubishi and Subaru.  Most recently, Adam is the Founder and Managing Director of Real Time Feedback, an important tool that helps companies learn more about customer experiences as they happen, giving them a chance to correct issues. Additionally, Adam manages a successful chain of restaurants called Shell Shack.

In our first ever “Icons of Impact” podcast episode, Ann Benett, formerly Manager of the Global Executive Briefing at Apple and President of Benett Communications and now happily retired, shares her valuable insights on the evolution of the briefing industry and key strategies for today’s briefing professionals all while reflecting on her love of the briefing profession and community.Episode Highlights:The most important shift in the briefing industry over the past 25+ yearsWhat she loves most about the briefing professionHow the pandemic changed the briefing landscape and positive outcomesKey hurdles briefing teams need to overcome to gain credibility with executive managementThree key strategies for today’s briefing professionals to: looking outward, looking inward, looking forwardEpisode Resources:Harvard Business ReviewABPM HomepageGuest Thought Leader: Ann BenettFormer Manager of the Global Executive Briefing at Apple & President of Benett CommunicationsAnn began her briefing career as Manager of the Global Executive Briefing Program at Apple. In 1999, she founded Benett Communications - the first consultant firm that was completely focused on helping build and support briefing programs around the globe.  She has been a leader and an integral part of the ABPM Community from nearly the time ABPM was founded. After 23 years leading Benett Communications, 11 years at Apple, 6 years with Silicon Valley startups, and her first job at WDIV-TV Detroit, Ann is happily retired from the executive briefing world.

In our first episode of 2023, John Heiman, Consultant with EBP Consulting, shares how to capture meaningful data to demonstrate the briefing program’s ROI. With a focus on effectiveness and efficiency, he highlights the importance of having a baseline to measure sentiment and methods for reporting the impact to executive management. Episode Highlights:The importance of understanding C Level “care abouts” related to data collection and analyticsWays to refocus the collection of metrics into two main categories: Effectiveness and EfficiencyThe power of the Net Promoter Score to demonstrate briefing impact on changing customer sentimentThe top 3 most impactful metrics to report to executive managementStrategies for communicating with executives for buy in on your long term program requirementsHow to build advocacy for prioritization with IT teams to utilize CRM tools for reporting briefing program influenceEpisode Resource:The Ultimate Question 2.0Guest Thought Leader: John HeimanConsultant, EBP Business ConsultingJohn has 30+ years of innovative experience in driving measurable growth through implementation of strategic experiential marketing programs.He oversaw Sprint’s Experiential Marketing Department, including the EBC Program for 14 years. John served on the ABPM Advisory Board for 10 years and is a frequent session and workshop leader often focused on strategy and analytics. Sprint has been presented with over 25 APBM awards including Program of the Year in 2014. In 2016 John was awarded the ABPM President’s Service Award.

In this episode, Elizabeth Simpson, President of ABPM, and Candie Hurley, Coach, Trainer & Consultant at GoProBriefings.com, share key insights from our 2022 episodes dedicated to the main categories of the ABPM’s Characteristics of World Class Briefing Programs document and give a “first look” into recent changes to this aspirational guide that briefing programs reference to achieve world class.    Episode Highlights:An understanding that this document offers the foundational principles that briefing programs reference for each of the five categories: Customer Experience, Analytics, Management, Operations, and Multi-Center ProgramsThe importance of the characteristics within each of the five categories, how they continued to guide briefing teams through the pandemic, and remain applicable for programsKey insights from each of the five thought leaders who were interviewed along with examples they shared for achieving world classA review of the process for making changes to the document, a “first look” at those changes and the thinking behind themInspiring words of wisdom for briefing programs as we move into 2023Episode Resource:ABPM’s Updated Characteristics of World Class Briefing ProgramsGuest Thought Leaders: Elizabeth SimpsonPresident, ABPM Elizabeth has been with ABPM for over 20 years and took on the role of President in 2018. She works closely with Briefing Program teams to understand their challenges and to provide resources that will help them successfully meet those challenges. She has been instrumental in strengthening services and evolving ABPM as an organization.Candie HurleyTrainer, Coach & Consultant, GoProBriefings.com Candie supports briefing professionals in benchmarking their programs across the briefing industry. She also delivers training and coaching to help briefing programs create more impactful customer experiences that strengthen customer relationships, uncover new business opportunities, and accelerate the sales cycle. A frequent session leader at ABPM conferences, she is also very involved in facilitating ABPM advisory board discussions to continue advancing the briefing profession.

In this episode, Emily Kester, Creative Director and Marshall Thompson, Director of Strategic Growth, both of Hyperquake, share how to build stories that are rooted in truth, making people connect emotionally and inspiring them to take action. Episode Highlights:The importance of creating powerful stories that build deeper connections and strengthen trust with your audience - motivating them to think, feel, and do How the Experience Framework guides the development of unique stories that resonate with customers by tapping into how humans communicate on an emotional level Tips for ensuring the customer journey through your space addresses the right elements to achieve your goal, specifically a sense of safety that grounds the rest of the experience so guests can receive what you are sharing New ways to leverage experiential environments to demonstrate key corporate values that inspire your internal stakeholders including your discussion leaders Ideas for creating more inclusive stories that resonate with a new breed of today’s decision makers - sustainability, equity, collaborationEpisode Resources:Hyperquake - Storybuilding CapesHyperquake - Highlight Reel VideoGuest Thought Leaders: Emily KesterCreative Director, Hyperquake As Creative Director of the Storybuilding team at Hyperquake, Emily brings a high level of creativity to every immersive experience she creates. With a strong experience design background, Emily has helped create experiences of all shapes and sizes for clients such as Walmart, Cummins, Procter & Gamble, and HPE. As a strong female leader, she brings a seasoned thought leadership in addition to a high level of empathy, humor, and hard work to every team she is a part of.Marshall Thompson Director of Strategic Growth, Hyperquake Marshall has spent the last decade helping the world’s largest brands accelerate their most valuable opportunities through impactful storytelling, and memorable experiences. His diverse experience has spanned across hardware, software, and consultative services for the EBC space. He is passionate about helping businesses evolve with unconventional, disruptive thinking. Marshall is a recognized thought leader in the Executive Briefing space, with a focus on how immersive brand experiences can help build lasting relationships and drive revenue.

In this episode, Sid van Wijk, Executive Briefing Center Lead at Miro in Amsterdam shares the journey he and his team are on to reimagine how briefing experiences can be more collaborative including a new approach to the briefing planning process that involves the customer much earlier in the conversation.Highlights:How to explore the different ways that technologies can be integrated to bring a whole different level of collaboration to all briefing phases  The importance of building for scale and flexibility including various approaches for designing the initial physical briefing center space and amenities How to immerse your guests in the tools even before their engagement date so they can drive the objectives and the agenda to a more positive outcome Ideas for elevating the hybrid briefing experience including moderators who advocate for both virtual and in-person guestsThinking “outside the box” and being flexible when defining the customer journey such as changing from “talk, talk, talk” to “talk, show, prove”Resources: Miro Virtual Center - Full ScreenshotMiro Virtual Center Zoomed In  - 4 Rooms ScreenshotMiro Virtual Center Zoomed In - Lounge and Speaker Room ScreenshotGuest Thought Leader: Sid van WilkExecutive Briefing Center Lead, Miro Sid started presenting professionally when he was 17, about online gaming. This experience led him to launch a Presentation Design Bureau only a few years later - kick started by a new presentation tool at that time: Prezi. He did all of this while getting his engineering degree at university.In 2015, Sid joined NetApp where he discovered Executive Briefing Centers. In May of 2022, Sid joined Miro, taking all that presentation and Briefing experience and creating Miro's very first Briefing Center Program based in Amsterdam.

Description  In this episode, Jennifer Anthony, BSc (Hons) Therapeutic Radiography and Customer Engagement Manager at Elekta explores how many professionals find success in the briefing industry by connecting their previous technical background to interactions with customers, further strengthening relationships and accelerating sales closure.     Highlights:  How previous technical knowledge can be valuable in the corporate world by supporting product releases, testing hardware and software for efficiency in the field, educating other employees and finding new solutions The importance of speaking the customer’s language to build trust and tell a story that evokes a feeling that makes your briefing experiences memorable How to use expertise to have empathetic and insightful conversations with customers while facilitating conversations between customers and discussion leaders  Ideas for building genuine spaces within a physical center based on one’s technical knowledge and deeper understanding of what will resonate with your guests Guest Thought Leader: Jennifer AnthonyBSC (HONS) Therapeutic Radiography and Customer Engagement Manager, ElektaJennifer was qualified as a Therapeutic Radiographer in 1997 and worked clinically treating cancer patients in prestigious hospitals in London for 10 years. In 2004, an opportunity came up to work at Elekta in new product development for radiotherapy projects.  While there, Jennifer led a team of radiographers working on Elekta’s product portfolio.  In 2018, she moved into Global Marketing to manage Elekta’s first Executive Briefing Center and is currently a Customer Engagement Manager. 

Description In this episode, George Astacio Jr., Sales Manager of Client Experiences at Jupiter Systems explores how audio visual (AV) technology can elevate the customer experience and increase engagement at Briefing and Experience Centers. Highlights: How AV technology supports meeting equity and brand messaging What new and innovative AV technologies are emerging and how they’ve impacted briefing centers How AV technology is a tool that organizations can use to increase employee retention, improve productivity, add excitement to their program and encourage guests to visit in-person Key considerations to keep in mind when evaluating if you need to introduce new AV technologies or upgrade existing ones in your program Ideas for maintaining a strong relationship with your AV Partners to stay informed about technology to align to your short and long term needs Guest Thought Leader: George Astacio, Jr.Sales Manager of Client Experiences, Jupiter Systems  George has over 25 years of technical marketing and customer experience success, having focused on providing thought leadership, strategy and growth for enhancing the way you engage with your customers. Implementing leading edge customer engagement techniques, especially when it comes to  integrating technology to create immersive brand experiences, George has the ability to grasp the technical and human side of technologies. George has contributed to many beautiful yet innovative Briefing Centers including McAfee, Boeing, and SAP just to name a few. Currently, George is the Client Experience Manager for Enterprise at Jupiter Systems, a 40-year-old innovation company focused on real-time collaborative visualization technology. 

Description 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 podcast since its inception in 2020 Exciting updates on the new re-brand of the podcast, and what’s to come in the future Host & Guest Thought Leaders:  Darby Mason-WernerSenior Director, Events and CX Briefings, Inpixon This episode features a variety of guests, including: Elizabeth Simpson, President of ABPM; Andrea Williams, Director of Marketing at Inpixon; John Panek, Sr. Manager North America Executive Briefing Program & Experience Centers at Zebra Technologies; Heidi Granado, Manager of the Executive Briefing Program at Equinix; Lisa Hansen, Staff Executive Briefing Manager at Illumina; Candie Hurley, Trainer, Coach & Consultant at GoProBriefings.com; Brian O'Neill, Capabilities Team at W. L. Gore & Associates; Coryn Connelly-Cabreros, Executive Briefing Manager at Autodesk; and Ellen Barnes Pfiffner, Consultant at EBP Business Consulting.