CX Live! Episode 44 - How Multi-Center Programs Achieve World Class – Part II w/ Ellen Barnes Pfiffner

Podcast Length: 35 min Minutes

In this episode, serving as the second of two parts in a conversation on multi-center briefing programs, Ellen Barnes Pfiffner, Consultant at EBP Business Consulting, discusses how briefing programs can achieve consistency across multiple locations.

Episode highlights:

  • The most common structures of multi-center programs and how each one can achieve success through coordination
  • How virtual briefings are here to stay thanks to the value of virtual briefing platforms
  • The importance of regular communication among briefing center locations
  • Key insights in maintaining cohesive branding and customer experiences
  • What factors to use when defining segmentation criteria for global program location tier levels

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.