Celika Caldwell

VP Experience Design AARP

Celika Caldwell has over 20 years of marketing experience, in the areas of product development, product management, digital marketing and customer experience strategy and design.  

Currently, Celika currently serves as the Vice President, AARP Customer Experience Enablement, where she is responsible for providing human centered design tools, training, and support to enable all AARP teams to consider the consumer in all that they do.  Having led the Experience Design function for 3 years, Celika’s team now trains others on human centered design, creating balanced scorecards to measure experience, and intentionally listening to the voice of the consumer.  In this role, Celika is  also developing a new approach so that AARP can better orchestrating a consumer’s journey for specific customer experiences.  Prior to joining AARP, Celika held various marketing and operational leadership positons at FedEx, Citibank, Honeywell, and Deloitte Consulting. 

Celika graduated with an MBA from Stanford University’s Graduate School of Business as well as a BS in Electrical Engineering from MIT. 

Day 3: Thursday, December 3rd

Thursday, December 3rd, 2020

12:00 PM Opening Remarks & Fireside Chat

View The Session Here

  • How to stay proactive to regulatory and compliance changes in a heavily regulated industry
  • How empathy effects customer/employee demands and the way their demands evolve
  • How to “future-proof” contact center operations, ensuring employees always have the skills, tools, and support systems needed to thrive in delivering customer-centric experiences
  • The positive things that we learned because of COVID and the lessons we will take with us as we head into 2021

Day 4: Friday, December 4th

Friday, December 4th, 2020

12:00 PM Opening Remarks & CCWomen Panel: Tales of the CX Industry, Women in the Workforce, and the Best of 2020

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To say that 2020 was tumultuous is an understatement. Our day-to-day’s were largely unpredictable. Being in quarantine was difficult for our mental and physical well-being. We saw organizations crumbling. We experienced obstacles and losses that were unfathomable. We witnessed our communities and country in turmoil. And many difficult conversations and choices were made.

2020 is coming to an end and we are no longer running on adrenaline and sprinting from one fire to the next.

We are taking a moment to pause (and breathe!) and reflect on how this year has challenged us, changed us, and more importantly, shaped us into more resilient and stronger women in every aspect.

In this panel join us as we discuss:

+ Personal experiences as a woman in business, a mother, a daughter, a sister, a spouse

+ Business and CX perspective

+ Tough Conversations

+ Best of 2020