Live Chat Software
July 29 - 31, 2018
United States, Illinois

Agenda Day 2

7:30 am - 8:15 am Networking Breakfast

8:15 am - 8:30 am Chairperson's Opening Remarks

8:30 am - 9:15 am KEYNOTE ADDRESS: Why the Customer Experience Matters

Stephen Riddell, Head of Customer Experience,Casper
Everyone talks about the customer experience. And everyone feels like they are moving to become more “customer centric”. But if you ask most companies to define and explain their customer experience strategy or vision, they very simply can’t. 

In this opening keynote, Steve Riddell provides you with 5 actionable items to challenge, define and develop your CX.

Stephen Riddell

Head of Customer Experience

9:15 am - 9:45 am CASE KEYNOTE: Institutionalizing Experience Design as a Core Competency: How AARP Builds, Implements and Iterates Experiences

Celika Caldwell, Vice President, Experience Design,AARP
AARP invests heavily in their experience group, broken down into four unique and focused teams: VOC, Strategy, Design, and Implementation.

Celika Caldwell, leader of the AARP Experience Design team, provides insight into the organization’s well-oiled experience workflow, walking you through their current “One Box” experience initiative and how it evolved through the iterative AARP experience framework.

Celika Caldwell

Vice President, Experience Design

9:45 am - 10:15 am Networking Break


10:15 am - 10:45 am Garnering Cultural Buy-In: How to Sell Experience Beyond the C-Suite
Small wins in experience design and delivery build the foundation for resource investment. 

This Master Class will discuss strategies to showcase experience design wins at the project level to advocate for larger organization investment in design and the process.


10:15 am - 10:45 am Organizational Design and Change Management: Reinventing your Organization around the Experience
To optimize customer interactions, many internal stakeholders are affected as they support the service experience. Training and change management is key, especially in cases involving redesigning pieces of the organization.

10:45 am - 11:15 am Business Meetings

11:15 am - 11:45 am Business Meetings

11:45 am - 12:15 pm CO-OPERATIVE KEYNOTE: Experience + Engagement: The Keys to Relevance and Longevity in the 21st Century

Craig Langlois, Chief Experience Officer,Berkshire Museum Nina Garlington, Chief Engagement Officer,Berkshire Museum
How does a museum with a 100-year history maintain relevance and longevity? 

The answer lies in a dual focus on experience and engagement. 

As part of the Berkshire Museum’s New Vision, experience and engagement officers were appointed to lead the museum forward, transforming a multidisciplinary approach to an interdisciplinary model. Craig Langlois, Chief Experience Officer, and Nina Garlington, Chief Engagement Officer, tell their story of collaborative transformation across all physical and digital touch points.

Craig Langlois

Chief Experience Officer
Berkshire Museum


Nina Garlington

Chief Engagement Officer
Berkshire Museum

12:15 pm - 1:15 pm Networking Lunch

1:15 pm - 2:00 pm KEYNOTE ADDRESS: Design as the Nucleus: How Design becomes your Competitive Advantage

Rachel Kobetz, Head of Design,Bank of America
In the Experience Economy, you are the disruptor or the disrupted. The 21st century experience standard is set very high and requires every experiential touchpoint to be thoughtfully designed. The difference between the disruptors and the disrupted is their ability to proactively leverage design principles for product and service innovation, evangelize design thinking as a mindset across the organization, and build seamless interplay between physical and digital touchpoints.
In this opening address, Rachel Kobetz draws on her 17+ years of product innovation, service and experience design to provide the fundamentals of getting design right in your organization, including:
  • Design operations
  • Design leadership
  • Design and innovation

Rachel Kobetz

Head of Design
Bank of America

2:00 pm - 2:30 pm Business Meetings

2:30 pm - 3:00 pm Business Meetings

Executive Roundtables
Chief to the success of experience delivery is fluid communication and meaningful connections between the many silos impacting customer touch points. These roundtables take a deeper dive into function roles contributing to CX.


3:00 pm - 3:30 pm
  • Is social feedback being shared across functions?
  • Do you share tech resources effectively?
  • Do customer touch points reflect marketing touch points?


3:00 pm - 3:30 pm
  • Are digital points reflecting in-person or in-store experiences?
  • Do you share tech and human resources effectively?


3:00 pm - 3:30 pm
  • Are digital points reflecting in-person or in-store experiences?
  • Do you share tech and human resources effectively?

3:30 pm - 4:00 pm Business Meetings

4:00 pm - 4:30 pm Networking Break

4:30 pm - 5:00 pm CASE STUDY: Delivering on Experience Strategy: How Dow Jones Transformed to CX-Centric and Data First

Nick Varney, VP Customer Value and Engagement,Dow Jones
Against the backdrop of a 3-year CX transformation strategy, Nick Varney has been systematically reinventing the Dow Jones customer function. The transformation started with Experience Design and Transformation, then shifted focus to Customer Engagement, and finally landed on Customer Value. 

Join Nick as he walks you through the development and execution of Dow Jones’ CX transformation including the key milestones to a customer-centric culture and a data-first model.

Nick Varney

VP Customer Value and Engagement
Dow Jones

5:00 pm - 5:30 pm Business Meetings

5:30 pm - 6:00 pm Business Meetings

6:00 pm - 6:30 pm CASE KEYNOTE: Expand Your Brand: The Convergence of Employee and Customer Experience

Edwin Bodensiek, Chief Client Experience Officer,Miles & Stockbridge
In the new Experience Economy, our brands are deeply rooted in experiences. As Jeanne Bliss often says, “What shows up on the inside, shows up on the outside.” So why aren’t more CMOs focused on CX and EX?

With roots in branding and communications in higher education, the federal government, and at a large public company, Edwin Bodensiek became one of the first CXOs in the professional service industry. In his CXO role Ed introduced a new, co-designed “X” model to the Am Law 200, establishing competitive differentiation for his firm and creating conditions for higher-than-industry-average rate increases. Ed will present a case study on how to design a converged experience model that fully integrates with organizational branding and growth strategies. Ed believes the results call for a new, expanded way to create brands and workplaces people crave. As a client of his law firm put it, “I feel like a rock star here.”

Edwin Bodensiek

Chief Client Experience Officer
Miles & Stockbridge

6:30 pm - 6:30 pm Cocktail Reception