In this episode, Leon Papkoff gives us insight into how he became a strategist and thought leader for Executive Briefing programs and discusses his outlook on customer experience, how to incorporate “CX” into briefing programs and why it matters.

Episode Highlights: 

• Taking cues from other industries (like hospitality and retail) can help you incorporate a ‘white glove’ approach. 
• Customer journey mapping needs to incorporate core objectives, points of success, and desired outcomes.
• Touchpoints, physical or digital, should be factored into the customer journey map, as well as feelings and sentiment. 
• Personas are the key building blocks for mapping to the right audience. 
• Incorporating technology into your program should be balanced with the experience itself.
• Creating natural white spaces that are marketing free is a building trend in physical customer experience build-outs.

Guest Thought Leader:

Leon Papkoff
Chief Strategist, The CXApp

As Founder and Chief Strategist for the CXApp, I bring over 20 years of experience working with Fortune 500 companies to build programs that deliver personalized, interactive experiences to improve business operations. I believe in developing strategic initiatives for a future rooted in mobile-first experiences that connect people with each other as well as physical spaces and things (IoT) within their day to day environments.

In this episode, Russ Fowler discusses best practices in regards to planning for and opening a new center or renovating an existing one. Best efforts in planning and thinking through the customer journey should help alleviate some of the difficulties associated with these types of endeavors. 

Episode Highlights: 

• Thinking about and creating personas to help jumpstart the planning process. What do your customers know about you and how do they feel?
• Budget strategy - securing a budget first VS pricing out potential options
• Identify key stakeholders by mapping out who, when and how early you engage them in the planning process. 
• Talking to people on the front-lines to see what works, what doesn’t, and additional insights.
• What to look for along the way and how to avoid bumps in the road.

Guest Thought Leader:

Russ Fowler
Vice President, Marketing Environments, Derse

Derse is a complete face-to-face marketing agency with a smarter approach to building client sales and managing their trade show, marketing environment and event programs. Derse helps organizations align face-to-face marketing efforts with broader business strategies through:

• Experiential Marketing strategies that help increase your sales
• Program management tactics that help you control and reduce costs
• Creative architectural and graphic solutions that attract your target audience

In this episode, Pamela Evans addresses the importance of getting executive buy-in for Customer Experience Programs and Executive Briefing Centers within an organization. When you have executive management support for your vision, only then can you up-level your program.    

Episode Highlights: 

• Taking a “lean-in'“ approach to your role to take the necessary steps up the ladder to engage with management team. 
• Having the confidence to demonstrate that you know where you want to go and how you want to grow your program.
• Addressing what executives actually care about, for example: lifetime value, revenue, and technologies.
• Why automation is key for program managers. Data, data, and more data.
• Building cross-functional relationships to round out your program across data science, marketing, and other subject matter experts. 
• Self-proclaimed mistakes, lessons learned, and being your own advocate.

Guest Thought Leader:

Pam Evans
Senior Director, Executive Briefing Center Program, Palo Alto Networks

I’m a passionate and energetic Transition Leader helping companies in challenging business times achieve organizational stability and accelerate revenue growth while maximizing cost efficiencies. I deliver award-winning executive briefing and customer experience programs.