The Event Planner's Playbook: Insights from CX Professionals

CX Nexus Podcast

This podcast episode of CX Nexus features hosts Nicole Saunders and Chris Detzel discussing the intricacies of planning and executing successful business events, particularly in the context of customer experience and community building. The episode provides a comprehensive overview of event management, drawing from Chris's recent experience organizing a customer event for his company.

Key points covered in the episode include:

1. Setting clear goals and objectives for the event, including business outcomes like expansion opportunities and pipeline influence.
2. The importance of proper planning, including creating a high-level agenda and identifying key team members and their responsibilities (using a RACI model).
3. Logistics considerations, such as choosing an appropriate venue, organizing catering, managing registration, and preparing event materials like name badges and swag.
4. Strategies for promoting the event, including leveraging various communication channels like email campaigns, personal outreach from sales and customer success teams, and community platforms.
5. Content planning, including selecting and preparing speakers, organizing panel discussions, and ensuring presentations align with the event's objectives.
6. The value of networking opportunities and how to structure the event to facilitate meaningful connections among attendees.
7. Challenges and potential pitfalls in event planning, such as last-minute changes, technical issues, and the need for flexibility and quick problem-solving.
8. The importance of balancing different attendee groups, such as customers, prospects, partners, and employees.
9. Post-event considerations, including measuring success against set goals and gathering feedback.

Throughout the discussion, Chris and Nicole share personal experiences and practical tips, emphasizing the complexity of event planning but also highlighting the significant value that well-executed events can bring to a business. They stress the importance of attention to detail, effective communication, and the ability to adapt to unexpected situations.

The episode provides valuable insights for professionals involved in customer experience, community management, and event planning, offering a behind-the-scenes look at what it takes to create impactful business events. They also touch on the differences between small, intimate events and larger conferences, noting that while the scale may change, many of the fundamental principles remain the same.