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2020 Experience Design Virtual Conference

Day One

10:00 am - 11:00 am

Opening Keynote: End your Addiction to Storytelling: Building Brands through Experience Design

Agencies and marketers alike are addicted to storytelling. The advent of so-called content marketing has been the equivalent of a speedball coursing through the craving veins of marketers who think that every problem can be solved by telling a better story. Soon they are going to miss a window of opportunity that will quickly end up in someone else’s portfolio. If marketers and agencies don’t come to terms in a hurry with the structural factors that have set the stage for experience-driven brand building, CEOs are going to tap other resources to do it instead. Experience design is the next frontier for brand-building.

Russ Klein

CEO, American Marketing Association

11:15 am - 12:00 pm

Session Two

Description coming soon!

12:15 pm - 1:00 pm

Session Three

Description coming soon!

1:30 pm - 2:30 pm

Closing Keynote

Description coming soon!

Day Two

10:00 am - 11:00 am

Keynote: Delta CX: Transforming Businesses By Focusing on Customer Value

In an era of faster, faster, faster, our workplaces are sacrificing quality, collaboration, and the customer experience to “just ship it.” Business goals don’t seem to overlap with customers’ needs. Companies hire anybody who threw buzzwords on their resume without knowing how to assess talent. We normalized “Minimum Viable Privacy,” which is no longer acceptable.

Customers notice when we get it wrong. Our competitors, investors, shareholders, the press, bloggers, and social media notice. Morale suffers, and we might have trouble retaining or hiring the best practitioners. Great customer experiences require the right team and strategies in place to predict and mitigate the risk of delivering wrong or flawed products, services, and experiences (PSE). Marketing and sales initiatives have uphill battles when we are offering PSE that are difficult to learn, frustrating to use, or not meeting customers’ real needs.

In this session, we’ll look at a model for how to measure the ROI of Customer Experience (CX) and User Experience (UX) teams, processes, and specialists. We’ll look at better ways for teammates to collaborate with CX and UX, and how to transform into an organization focused on high quality products and services that meet and exceed customers’ real needs.

Takeaways:

* Advice and actionable takeaways on strategic approaches to refocusing stakeholders, leaders, execs and others on the business side on customer needs, tasks, and priorities.
* How to measure it all quantitatively and determine the ROI of improving the quality of the products, services, and experiences we offer current and potential customers.

Debbie Levitt

CXO, Delta CX

11:15 am - 12:00 pm

Session Two

Description coming soon!

12:15 pm - 1:00 pm

Session Three

Description coming soon!

1:30 pm - 2:30 pm

Closing Keynote: Experience Design and how it can help your business stand out

We experience design all day, every day. There are so many brand touchpoints in our lives that it’s near impossible to cover every aspect in just one talk. In this keynote, we’ll look at a few of today’s most relevant digital experiences such as digital-out-of-home and social media.
Three key takeaways will be:

  • We’ll define experience design; explaining how to better use it to grow business and ROI
  • How a well-designed experience can resonate with your audience
  • How good experience design can help break through the clutter

 

JD Gargano

Creative Director, Captivate