The CX Live! Episode 38 – The Evolution of Briefing Programs - A Retrospective and Look Forward w/ Roxanne McCreery
Dec 15, 2021Season 1Episode 38
The CXApp Live!
In this episode, Roxanne McCreery, President Emeritus of ABPM, provides insights from her unique perspective into the foundational years of briefing programs and the biggest strategic breakthroughs that took place in the industry. From elevating key elements such as automating processes and working with subject matter experts (discussion leaders) to facilitation and integrations with CRM tools to prove true ROI, she discusses how the ABPM’s open culture has always supported programs in creating the best customer experiences possible.
The founding vision for briefing programs and how they’ve evolved
How facilitation and collecting feedback from customers has elevated what is possible from briefing programs
Key learnings on how the use of data is instrumental to managing a program effectively
The skillsets that briefing programs need to enhance the customer experience
How recent challenges and advancements have strengthened briefing programs and industry