Agenda Day 3
8:00 am - 8:30 am Networking Breakfast
8:30 am - 8:45 am Chairperson's Opening Remarks
8:45 am - 9:15 am Opening Address: Living Core Values: How Organizational Mission & Vision Shapes ExperienceJason Dupuis - Patient Experience Officer & Director of Employee Learning & Development, PM Pediatrics
Does the mission and values of your organization truly prioritize experience? Are your caregivers living and breathing this vision? This case study explores how reinventing obsolete core values can serve as a catalyst to empower employees and prioritize critical behaviors that impact experience delivery.
Jason DupuisPatient Experience Officer & Director of Employee Learning & Development
9:15 am - 9:45 am Case Keynote: The Periodic Table of Culture: Liberty University’s CXO Prioritizes Internal Experience for Universal ChangeNathan McGlothlin - Chief Experience Officer, Liberty University
After joining the university’s IT department, Nathan built a framework to overcome frustrations as a result of a siloed structure that was preventing collaboration. In order to accomplish this, everyone needed to speak in a universally understandable voice. After extreme success at the departmental level, the COO of the university asked Nathan to expand his scope university-wide. His new role as Chief Experience Officer brings these communication competencies to a new height with the formation and evangelization of the “Periodic Table of Culture”.
Join us as Nathan walks us through his periodic table and focus on internal customer experience, building a foundation for universal change.
Nathan McGlothlinChief Experience Officer
9:45 am - 10:15 am Business Meetings
10:15 am - 10:45 am Business Meetings
10:45 am - 11:15 am Networking Break
11:15 am - 11:45 am Case Keynote: How Design becomes your Competitive AdvantageRachel Kobetz - Head of Design, Bank of America
In the Experience Economy, your competition is no longer just within your industry. The customer expectations bar is high and fluid, requiring holistic thinking and thoughtfully crafted end-to-end customer experiences. The difference between leaders and the companies they leave behind is their ability to continuously innovate, integrate Design Thinking as a mindset across the organization, and build seamless experiences across physical and digital.
In this keynote, Rachel shares how to make design a strategic asset in your organization, including:
• Setting the foundation with the right Design Leadership and Org Design
• Building an internal powerhouse through Design Ops
• Championing innovation through Human-Centered Design
• Shaping a culture of customer obsession and high standards
Rachel KobetzHead of Design
Bank of America
11:45 am - 12:15 pm Closing Address: Expand Your Brand: The Convergence of Employee and Customer ExperienceEdwin Bodensiek - CXO, 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.”
Miles & Stockbridge