CX Live! Ep13: Building World Class Programs w/ Karen Olivero

Podcast Length: 40 Minutes

Live! Ep13: Building World Class Programs w/ Karen Olivero

In this episode, Karen Olivero gives us an exclusive look at what it takes to build a world-class briefing program (at Hewlett Packard Enterprise) from developing a unified team that is customer focused to incorporating your company’s culture.

Episode highlights:

  • Sharing a complete laser-focus on the customers

  • The drivers of briefing excellence (e.g. planning, discussion leader prep, customization)

  • How to build consistency across multiple centers

  • Creating teams that can operate as in-house, high value consultants

  • The value of working with Human Resources to create core competencies around the BPM role

  • Handling change management, especially during tough times

  • A look at some of the tools the HPE team uses to help with ROI and analytics

  • Give your team opportunities to stretch and grow

HPE received the following awards at ABPM 2020

  • 2020 World Class Center, San Jose

  • 2020 World Class in Management

  • 2020 World Class in Analytics

  • 2020 World Class in Customer Experience

  • 2020 World Class in Operations

  • 2020 Innovation Award - Management

*Karen Olivero received the 2020 President's Service Award

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

Karen Olivero

Senior Director, Customer Advocacy Strategy & Programs,

Specialties: Strategic Customer Engagement, Global Customer Center Strategy, Briefing Center & Experience Design, Customer engagement tools & analytics, Positioning, messaging and branding, Business-to-business marketing, Cross-functional integration, Employee management/development, Writing