CX Live! Ep5: Facilitation Strategies w/ Candie Hurley

Podcast Length: 39 Minutes

Live! Ep5: Facilitation Strategies w/ Candie Hurley

In this episode, Candie Hurley addresses the importance of facilitation in briefing programs and the strategy required to strengthen customer relationships and accelerate the sales cycle. The role of facilitation is structure to ensure customer needs are fully expressed through the experiences we create for them by sharing ideas, answering questions, and keeping their best interest in mind.

Episode highlights:

  • What it takes to be a good facilitator.

  • The #1 customer frustration: relevancy. There is an overall lack of customization that needs to be addressed.

  • The #2 customer frustration: feeling their voice isn’t heard. Facilitators need to actively promote interaction with strategic conversations. 

  • Addressing the role of the account manager and how they can enable the facilitator and vice versa.

  • What a fully facilitated model looks like. For example: open and close the briefing, set the agenda, transition between topics and drive VOC (voice of the customer).

  • How smaller teams with lower bandwidth can leverage alternative resources.

  • Candie’s best tip for any briefing… scheduling MORE breaks. Listen in to find out why!

Podcast Transcript

Episode 43: How Multi-Center Programs Achieve World Class – Part I w/ Ellen Barnes Pfiffner

[00:00:00] Hello and welcome to the CX app. Live an interview style podcast, addressing topics, trends, and tips for creating real time digital experiences in a customer first customer last world. This show for briefing and meeting professionals brings you authentic and unfiltered conversations with industry experts who know how to elevate customer experience across people, teams and programs.

[00:00:33] Let's listen in.

[00:00:38] Welcome everyone to our CX app live podcast series dedicated to today's briefing professionals. I'm Darby, Mason Warner, senior director of client and partner strategy with the CXF and in production company. I'm excited to be interviewing thought leaders across their industry who can share their experiences and ideas to help all of us improve our programs today.

[00:00:00] Hello and welcome to the CX app. Live an interview style podcast, addressing topics, trends, and tips for creating real time digital experiences in a customer first customer last world. This show for briefing and meeting professionals brings you authentic and unfiltered conversations with industry experts who know how to elevate customer experience across people, teams and programs.

[00:00:33] Let's listen in.

[00:00:38] Welcome everyone to our CX app live podcast series dedicated to today's briefing professionals. I'm Darby, Mason Warner, senior director of client and partner strategy with the CXF and in production company. I'm excited to be interviewing thought leaders across their industry who can share their experiences and ideas to help all of us improve our programs today.

[00:00:00] Hello and welcome to the CX app. Live an interview style podcast, addressing topics, trends, and tips for creating real time digital experiences in a customer first customer last world. This show for briefing and meeting professionals brings you authentic and unfiltered conversations with industry experts who know how to elevate customer experience across people, teams and programs.

[00:00:33] Let's listen in.

[00:00:38] Welcome everyone to our CX app live podcast series dedicated to today's briefing professionals. I'm Darby, Mason Warner, senior director of client and partner strategy with the CXF and in production company. I'm excited to be interviewing thought leaders across their industry who can share their experiences and ideas to help all of us improve our programs today.

Guest Info

Candie Hurley

Trainer/Coach/Consultant,

Helping briefing professionals become world class facilitators. Deliver 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.