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2020 Experience Design Virtual Conference

As brands large and small adopt experience design as a process to better understand their customers’ needs, digging into the strategy and its elements is now essential knowledge for marketers across industries.

Register now to watch AMA’s Virtual Conference: Experience Design live April 21-22 and receive a link to watch later on-demand.  We’ll look at the elements of experience design and how you can better research your customers and design with ROI in mind. Additionally, we’ll discuss ways to improve the collaboration between marketing teams and customer experience teams and what this means for future productivity and effectiveness.

You’ll also have the chance to play interactive games and test out your marketing trivia knowledge!

This AMA Virtual Conference is your opportunity to explore new methods to best understand, and design for, your customers.

 

 

Day One

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

Session Two

Description coming soon!

Session Three

Description coming soon!

Closing Keynote

Description coming soon!

Day Two

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

Session Two

Description coming soon!

Session Three

Description coming soon!

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

Russ Klein

CEO, American Marketing Association

Russ Klein has quarterbacked teams for many of the world’s foremost brand names—holding top marketing and advertising posts at Dr Pepper/7UP Companies, Gatorade, 7-Eleven Corporation, Burger King Corporation, and Arby’s Restaurant Group.

His Burger King body of work that was recognized by ADWEEK as “The Advertiser of the Decade” for the 2000’s…a distinction belonging to Nike and Budweiser in previous decades. Klein was again recognized as a seminal influence behind Burger King’s recognition at Cannes ad festival as Creative Marketer of the Year in 2017; referencing a few of his most popular campaigns including “Subservient Chicken” and  “Whopper Freakout”.

As CEO for the American Marketing Association, Russ is charged with the transformation of the AMA to become the essential community for marketers.

Debbie Levitt

CXO, Delta CX

Debbie Levitt, CXO of Delta CX, has been a CX and UX strategist, designer, and trainer since the 1990s. As a “serial contractor” who lived in the Bay Area for most of this decade, Debbie has influenced interfaces at Sony, Wells Fargo, Constant Contact, Macys.com, Oracle, and a variety of Silicon Valley startups. Clients have given her the nickname, “Mary Poppins,” because she flies in, improves everything she can, sings a few songs, and flies away to her next adventure.

Debbie has presented at conferences including eBay’s Developer Conference, PayPal’s Developer Conference, UXPA, and WeAreDevelopers. She is an O’Reilly published author and one of few instructors on the planet recommended by Axure.

Her “DevOps ICU” book and training teach non-CX roles about CX, why it’s done by specialists, and how to integrate it into teams and processes. Her “Delta CX” book and training teach companies how to improve customer satisfaction, predict and mitigate business risk, and increase ROI by investing in great customer experiences.

Outside of CX work, and sometimes during CX work, Debbie enjoys singing symphonic prog goth metal, opera, and New Wave.

JD Gargano

Creative Director, Captivate

JD Gargano is an award-winning designer, brand strategist and educator with an expertise in both traditional and new media. As Creative Director at Captivate, JD oversees all network creative and helps both advertising and real estate partners bring their brands to life in an unconventional space, from ideation through execution. Prior to Captivate, JD specialized in broadcast where he worked for stations like MTV, WGN America, PIX11, WSFL and DC50. In the last 10 years, he has helped to successfully relaunch and rebrand several network stations as well as introduce original programming. His work in both disciplines has been recognized by national and international organizations such as PromaxBDA, Marcom, Hermes and the Emmy’s. JD received his BFA from the School of Visual Arts (SVA). A year later he returned to SVA to teach Intro to Motion Graphics and co-started a Senior Interdisciplinary Portfolio course. The primary focus was to get seniors thinking outside-the-box and craft solution-oriented ideas that address real life client challenges by fusing imaginative storytelling, traditional design and new media.

 

2020 Experience Design Virtual Conference