The CX Live! Ep20: Small Briefing Programs (Managing On-Site, Virtual & Hybrid Models) w/ Christina Scolieri and Craig Valent
Mar 04, 2021Season 1Episode 20
The CXApp Live!
In this episode, we talk with Christina and Craig from Omnicell and get candid insights about what it’s like and what it takes to run a small briefing program with less staff, less budget, and fewer resources.
Small briefing center challenges
Reflections on sharing responsibilities between 2 people
Being the wearer of multiple hats
Addressing the blurred line between job role and where to focus efforts
How to ensure on-site visits are strategic
Knowing what information to share/show customers in shorter timeframes
Allowing space for the in-between moments
Helping leadership understand capital improvements/facilities for the center
Helping leadership understand EBC best practices
The value of laying ground rules for how/when/who can use the space
Ideas for using multimedia in agenda details
Using briefing tools to aid in before, during, and after journeys
Use cases for increased automation
How to create one reference place to house all customer information and touchpoints
And of course… building trust within your team first and foremost!