CX Live! Episode 41 - How World Class Programs Achieve Management Excellence w/ Jesse Hanz

Podcast Length: 1 hr 8 min Minutes

In this episode, Jesse Hanz, Director of Customer Experience at Schneider Electric dives into the Management category of the ABPM’s Characteristics of a World Class Briefing Program and how to create a strategy for success in management best practices. Additionally, Jesse offers some examples of important challenges he has faced and successful ways to overcome them.

Episode highlights:

  • Approaches for gaining executive support
  • How a strategic business plan should be dynamic and consistently reviewed
  • The value of investing in and empowering your team
  • How to prioritize how your resources are being used to best support your strategy
  • Different methods for fostering program advocacy and feedback
  • The power of promoting your program with customized value propositions

Guest Info



Jesse is the Director of Customer Experience specifically for Schneider Electric’s IT Division. His role involves helping global customer visit locations succeed in the quest to deliver a world-class experience whether they are manufacturing sites, technology centers, or executive briefing centers. His primary passion is in managing the vision, strategy, and overall advancement of the award-winning Innovation Executive Briefing Center, in St. Louis, Missouri. Jesse is an active member within the executive briefing community championing the development of the profession by serving on the ABPM Advisory Board and presenting frequently at ABPM conferences. Jesse began helping sales teams reach customer visit sites using advanced virtual methods with full-screen video back in early 2017, and now, Schneider Electric has adopted the St. Louis virtual system at over 20 sites globally.