Resources & Tools

The documents and resources below, most of them generously shared by fellow Global Association of Customer Engagement Professionals (GACEP, formerly ABPM) members, are available to GACEP members only. Members must be logged in to access. For information about the benefits of GACEP membership, click here.

New Resources

NEW CAB Mission, Overview, Recruitment, and Roles
NEW Customer Advisory Boards (CABs) 101 - Shared by Cloudera (Auto Download)
NEW Customer Advisory Board (CAB) Charter Example - Shared by AT&T (Auto Download)
NEW Customer Advisory Board (CAB) Onboarding Presentation - Shared by AT&T (Auto Download)
NEW Customer Advisory Board (CAB) Email Invitation Example - Shared by AT&T (Auto Download)
NEW Hershey's Global Customer Insights Center Strategy - Shared by The Hershey Company
NEW GACEP 2025-26 Activities to Assist with Budget Planning

Briefing & Customer Engagement Program Resources

GACEP.com Member Tools Quick Start Guides

Snap Poll Reports
GACEP (formerly ABPM) "Snap Polls" are quick surveys addressing questions the GACEP team consistently hears from members. The polls ask three questions at most. Members have one week to answer and the results are summarized and posted on the GACEP Resource Library (member access only). Members are asked for name and company, but that information is not shared in the report. The purpose of that question is to make sure we don't count an answer several times if multiple people who work for the same program respond.

AV Terms

Briefing Program Budget Example

GACEP 2025-26 Activities to Assist with Budget Planning

Briefing Program Business Plan Example

Briefing Qualification Standards & Policies Examples

Briefing Service Levels and Timeline

Briefing Service Levels Example

Qualification Guide Example 1
Qualification Guideline Infographic

Rules of Engagement Infographic

Rules of Engagement Example 1

Rules of Engagement Example 2
What is an Executive Briefing? (vs. a Meeting)

Center Design
Center Planning Template
Briefing Management Tool RFP Example

Center Build/Renovation RFP Example
8 Key Elements for a Successful Executive Briefing Center

Characteristics of a World Class Briefing Program - Updated December 2022 (Link)

Characteristics of a World Class Briefing Program - Miro Board for Team Collaboration

The Miro Team created a Miro Board structured around the Characteristics of a World Class Briefing Program. The board allows their team to collaborate and rate their program on each of the characteristics, assess where opportunities for improvement exist, and set program goals. They've generously shared the board for use by fellow members. To access, go to this page after logging in via the Member Portal (top right of page) with your member credentials and choose 'Links' from the 'Members-Only Resources' topic.

Customer Advisory Board (CAB) Program Resources
NEW CAB 101 - Shared by Cloudera
NEW CAB Charter Example - Shared by AT&T
NEW CAB Member Onboarding Presentation - Shared by AT&T
NEW CAB Invitation Example - Shared by AT&T
NEW CAB Mission, Overview, Recruitment, and Roles

Discussion Leader Support
Discussion Leader Pre-Brief Checklist
Discussion Leader Self-Assessment provided by Mandel, powered by Vantage Partners

Emergency Plan Example

Leveraging the Results of GACEP's Annual Research on the Effectiveness of Briefings - a Mandel Communications White Paper

Logistics Documents

Logistical Information for External Customers

Lodging Information for External Customers

Area Information for External Customers

Parking Information for External Customers
Hotel & Travel Info for Customers Web Page Example - shared by the PTC CXC
Restaurants & Activities Info for Customers Web Page Example - shared by the PTC CXC

Marketing Materials

Internal Marketing – When to Schedule a Briefing

Internal Marketing Brochure Example 1

Internal Marketing Brochure Example 2

External Marketing Brochure Example
External Marketing Web Page Example - shared by Palo Alto Networks
External Marketing Web Page Example - shared by the PTC CXC
External Marketing Web Page Example - shared by Twilio
What is an Executive Briefing? (vs. a Meeting)
Infographic - Executive Briefing Center Journey (auto download)
Social Media Frame Example (auto download)
Briefing Program Email Newsletter (auto download)
Example Annual Report (auto download)
Lincolnshire EBC Promotional Flyer (auto download)
San Jose EBC Promotional Flyer (auto download)
Germantown EBC Promotional Flyer (auto download)
"Executive Briefings Guidebook" - example specific to one vertical (auto download)
NEW Hershey's Global Customer Insights Center Strategy - Shared by The Hershey Company

Member MeetUp Recordings

GACEP Member MeetUps are quarterly, hour-long, facilitated discussions focused on topics of interest to the profession. Admission and recordings are available only to GACEP Members. To view recordings, go to this page after logging in via the GACEP.com home page with your member credentials and choose 'Publications' from the 'Member MeetUps' topic.

Planning Documents - Pre & Post Engagement

Briefing Checklist Example 1

Briefing Checklist Example 2

Briefing Checklist Example 3

Briefing Checklist Example 4

Briefing Checklist Example 5

Briefing Checklist Example 6

Briefing Checklist Example 7

Briefing Checklist Example 8

Briefing Request Form Example

Customer Research Form

Discussion Leader Pre-Brief Checklist

Internal Customer Pre-Brief Checklist

Planning Timeline Example

Pre-Briefing Call Example Agenda

Pre-Briefing Call Example Checklist

Pre-Briefing Call Example Questions

Post-Briefing Checklist
Post-Engagement Debrief Call Checklist shared by the Red Hat Team (auto download)

Staffing

Common Briefing Program Position Descriptions
Program Team Workload Calculator shared by the Miro Team (Auto Download)
Evolving Executive Briefing and Customer Experience Staffing Roles for In-Person and Virtual Briefings provided by Pam Evans of Benett Communications and Renee Niebylski of Crestron

Professional Leveling Chart
Spreadsheet to Calculate Staffing Needs Based on Volume Projections

Promotional Video & Virtual Tour Examples

Survey Examples
Common Immediate Feedback Questions
External Customer Immediate Feedback Example 1
External Customer Immediate Feedback Example 2
External Customer Immediate Feedback Example 3

Internal Immediate Feedback Example

Virtual & Hybrid Engagement Resources

Because the demand for Virtual and Hybrid engagements has reduced significantly since 2022, we have moved the shared list of resources to a separate page to make the Processes & Tools page more streamlined and focused on current member needs. You can still find a large number of shared best practices documents on this page.

Sponsors

GACEP (formerly ABPM) gratefully acknowledges the following Sponsors whose generous support contributes to the success of GACEP Conferences and Services throughout the year.