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

Podcast Length: 43 min Minutes

In this episode, serving as the first of two parts in a conversation on multi-center briefing programs, Ellen Barnes Pfiffner, Consultant at EBP Business Consulting, explores the best practices for programs to reach excellence across all their locations.

Episode highlights:

  • The importance of sharing a common business strategy among all centers to maintain consistency
  • How centralized tools enable visibility and cohesiveness across various locations
  • The headquarters’ role in balancing the workload, giving regional centers more room to focus on their customer experience
  • How having defined standards and metrics of success provides a roadmap to reaching world-class

Guest Info


Ellen is a Management Consultant with over 20 years of business experience spanning sales, marketing, operations, customer experience and training. She advises and coaches briefing programs globally on how to achieve their goals, increase revenue, and how to be best in class. Ellen is so well-known in our briefing community and is perhaps the most frequent session leader at ABPM Conferences, Fall Workshops events and provides ABPM Core Competency courses via webinars. She is an ABPM Advisory Board member emeritus and received the ABPM “Hero Award” at the 2021 Spring Conference for her tireless work to provide valuable information and resources to our entire community as soon as the pandemic hit and throughout 2020. She’s now serving on the ABPM Hybrid Taskforce, and wrote the ABPM World Class Multi-Site Category and characteristics.