CX Live! Ep19: Delivering World Class Virtual Customer Experiences w/ Candie Hurley

Podcast Length: 36 Minutes

In this episode, we talk with Candie Hurley about the world of virtual and how to make truly meaningful connections, deliver satisfying experiences, and build loyalty amidst new strategies for virtual customer engagement.

Episode highlights:

  • Addressing the 5 elements of world-class customer experience

  • How to pay more attention during the pre-purchase phase

  • Shopping for a product VS shopping for a person to buy the product from

  • Why the approach to customer-centricity is behavioral
  • The value of implementing VOC appropriately
  • Reconfiguring meetings, schedules, and setting up briefing ‘series’
  • Be sure to allocate more time for conversation
  • Think about creating shared virtual activities
  • Why programs are embracing facilitation
  • Meetings are no longer about information transfer
  • Most importantly, build a strategic partnership

*ABPM is continuing to grow their resource library - so be sure to leverage membership resources.

Guest Info



Candie brings so much experience to our briefing community having been a member of ABPM since 1999. She’s been a company member leading global briefing programs for AT&T, Lucent, Avaya, and Trizetto. And she’s been a supplier partner as a coach and trainer with Benett Communications and Mandel Communications. She’s also been a recipient of the ABPM President’s Service Award and has served on the ABPM Advisory Board. If you’ve been to an ABPM conference you’ve probably been in one of her workshops! Candie supports briefing professionals in benchmarking their programs across the briefing industry. She also delivers 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.