CX Live! Ep11: Benchmarking w/ Candie Hurley

Podcast Length: 31 Minutes

Live! Ep11: Benchmarking w/ Candie Hurley

In this episode, Candie Hurley discusses the importance of benchmarking within customer experience and briefing programs to ensure that teams are planning, executing, and refining program initiatives that match with current industry standards and business trends.

Episode highlights:

  • Assessing whether your program is behind the curve, playing table stakes, or an industry leader

  • Benefits of outside consultation

  • Including ‘world-class characteristics’ in your assessment of strengths or gaps in that criteria.

  • How to prioritize operational and capital investments.

  • Get an example of an industry use case and getting to your ‘aha’ moment.

  • Learn what the heck is a '“well-baby” check and why it matters!

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.