Thursday, September 10

All times are listed in Eastern Time (ET).

11:30 am - 11:45 am Chair Opening Remarks

11:45 am - 12:15 pm Beyond Design: The Moment of True Transformation

John Maeda - EVP Chief Experience Officer, Publicis Sapient


Design Thinking is more than a workshop, than a sprint, than an innovation lab, and more than a Chief Design Officer. The impact of Design Thinking appears when one observes the transformation of mindset, break-down of silos, advancement of the way-of-work, and holistic C-Suite buy to a design-led strategy.


John Maeda

EVP Chief Experience Officer
Publicis Sapient

12:15 pm - 12:45 pm Protect Your Business and Accelerate Innovation in the "New Normal"

Dan Kraemer - Founder & Chief Design Officer, IA Collaborative

In the new reality, change is the only constant, with leaders having to completely rethink strategies that just six months ago were the cornerstone of growth and competitive advantage. In this presentation, you'll learn how to anticipate shifts in consumer behavior and uncover "societal currents" in your industry to uncover new growth opportunities now, and in a post-pandemic future. You'll walk away with actionable strategies for protecting your business and accelerating innovation in a new, long-term reality.


Dan Kraemer

Founder & Chief Design Officer
IA Collaborative

12:45 pm - 1:15 pm Journey to CX Excellence: How 100-Year-Old Pitney Bowes is Using Design Thinking to Drive Business Impact

Chris Pacione - Chief Executive Officer, LUMA Institute
Ruth Frank - VP, Client & User Experience, Pitney Bowes

Every company wants to believe that it delivers a superior experience to clients. But what happens when your clients disagree? You get to work. For Pitney Bowes – a 100-year-old company with 13,300 companies worldwide – steering its corporate culture from “client-aware” to “client-obsessed” required the methods and mindset that design thinking delivers.

In this keynote, Pitney Bowes Vice President Ruth Frank, with LUMA Institute CEO Chris Pacione, will tell the story of:

  • How the company is using design thinking to shift culture and differentiate itself through CX
  • What Pitney Bowes did right, what they’ve learned and what lessons you can take from their journey
  • Three inspiring stories that illustrate design thinking's impact on Pitney Bowes business, its people and its clients

Chris Pacione

Chief Executive Officer
LUMA Institute


Ruth Frank

VP, Client & User Experience
Pitney Bowes

1:15 pm - 2:00 pm Design Drive!

Maturity Tracks


Ben Landrum

Design Director & Principal, Assets & Offerings


Jeff Neely

Partner & Global Executive Director, IBM Services

Beyond design thinking, the application of design within an organization to elevate its competitive capability, strategy and ultimately longevity is not well understood. Here we connect the dots and examine a model for design maturity with concrete examples for where to go next.


KC Wolff-Ingham

SVP, Director of Commercial Design & Service design

2:00 pm - 2:30 pm Unthinking Design Thinking

David Franke - VP, Client Experience & Strategy, Mad*Pow

The Design Thinking process thrives where transformative change is championed. Learn more about how your organization can optimize its ability to consistently deliver valuable, innovative solutions.


David Franke

VP, Client Experience & Strategy

2:30 pm - 3:00 pm Speak the Same: Building Common Language for Design Growth

Nitasha Singh - VP Product Management & Design, The Clorox Company

The first pain point people encounter is terminology clash. It may feel trite to discuss labels when there are bigger issues to tackle, except that words matter. Words represent processes, methodologies, philosophies, and our values.

• Uniting two multi-disciplinary design teams merging into one

• Break down barriers and create a new team framework for talking with each other

• Learn how to lead your team from affinity diagram to building a bespoke skills wheel self-assessment


Nitasha Singh

VP Product Management & Design
The Clorox Company

2:00 pm - 2:30 pm Truly OmniChannel: The Unification of Physical, Digital and Everything In Between

John Yesko - Head of Digital User Experience & Service Design, Walgreens

Nowadays, competition is stronger and more accessible than ever. Customer centricity must be in the center of this disrupt-or-be-disrupted environment. Donn explores:

• Identifying & building new revenue streams before the competition

• Enshrining customer values at the core of new business innovation

• Driving creativity in risk adverse environments


John Yesko

Head of Digital User Experience & Service Design

2:30 pm - 3:00 pm What Does Design Thinking Have to Do with Inclusion?

Francesca Barrientos - Senior Design Strategist, Cisco Systems


Francesca Barrientos

Senior Design Strategist
Cisco Systems

2:00 pm - 2:30 pm Employee Experience Panel

2:30 pm - 3:00 pm Building Multidisciplinary Design Teams

Vijay Chakravarthy - Senior Service Designer, Philips

Vijay Chakravarthy

Senior Service Designer

3:00 pm - 3:10 pm Comfort Break

3:00PM EST

Closing Feature Keynote

3:10 pm - 3:40 pm Find Your Inner Dragon

Shawn Nason - CEO & Chief Ecosystem Disruptor, MOFI

Some people walk slowly to the pool and dip their pinky toe in the shallow end to test the temperature. Not MOFI Founder Shawn “Man on Fire” Nason. He’s that guy who races to the pool, strips off his shirt, and jumps in headfirst. There might be a glimmer of “Is there even water in the pool?” but he has no concern for the temperature of the water ... or the concrete. 

Hear the never-been-told story of how this headfirst-jumping, status-quo-demolishing, dragon-kissing disruptor found his inner dragon so he could cut through the corporate bullsh*t to get things done. And discover how he manages to help the monotony preservers, the wait-one-hour-after-lunch waders, and the not-on-the-first-daters do the same. 


Shawn Nason

CEO & Chief Ecosystem Disruptor

3:40 pm - 4:10 pm Meaningful Digital Innovation: Driving Digital-First through a Human-First Vision

Tarang Sethia - Chief Digital Officer, 7-Eleven

Digital transformation has been the driving force of design thinking in many organizations, however we are in an age where developing the latest technology is not enough. Instead, it is about creating the most impactful experience. Digital infrastructure must be created with engagement across platforms and customer, employee, and brand-driven engagement at the core of all innovation. 


Tarang Sethia

Chief Digital Officer

4:10 pm - 4:20 pm Closing Remarks