Main Conference Day 1: Thursday September 10

11:00 am - 11:30 am Registration and Pre-Event Mindfullness and Meditation

11:30 am - 12:00 pm 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

12:05 pm - 12:25 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

 Whatever your organization buys or sells, chances are that Pitney Bowes’ technology solutions, products and services support your commerce transactions, just as they do for 90% of the Fortune 500. A few years ago, as the company neared its 100th anniversary, Pitney Bowes was completing a sweeping digital transformation — overhauling its infrastructure, acquiring businesses to build strengths and divesting where slimming down made sense.

Despite all that, clients were not completely impressed.

So Pitney Bowes, with 13,300 employees globally, embarked on phase two of its transformation journey by putting a laser focus on clients. To get there, they’re using design thinking to enable broad and deep culture change.

Today, Pitney Bowes is a client-obsessed company that’s winning recognition as a CX powerhouse, including a 2019 DMI Design Value award and two 2019 International Design Awards (IDA). In this keynote, Pitney Bowes Vice President Ruth Frank, with LUMA Institute CEO Chris Pacione, will tell the story of how Pitney Bowes:

● Broke down silos across departments

● Supercharged cross-functional collaboration

● Made experiences better for clients

They’ll share what Pitney Bowes did right, lessons learned along the way and three inspiring stories that illustrate design thinking’s impact on the company’s business, its people and of course, its clients.


Chris Pacione

Chief Executive Officer
LUMA Institute


Ruth Frank

VP, Client & User Experience
Pitney Bowes

12:25 pm - 12:45 pm Part I: Business Growth Through Design & Strategy

Dan Kraemer - Founder & Chief Design Officer , IA Collaborative


Dan Kraemer

Founder & Chief Design Officer
IA Collaborative

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

Maturity Tracks

1:00 pm - 1:30 pm Emerging Tech: Utilizing the Power of Prototyping for Growth

Donn Ogilvie - VP, Insights & Experience Design Strategy, Citigroup

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


Donn Ogilvie

VP, Insights & Experience Design Strategy

1:30 pm - 2:00 pm Designing to Inspire: Developing the Why to Install Movement

Nis Frome - Co-Founder & VP of Product, Alpha

Design Thinking is all about bringing a fresh perspective to long-standing problems within a team or organization. It’s all about finding a new and creative way to formulate questions, research and discover ideas, and work to understand the “why?” behind everything in order to reach a collaborative, innovative, and user-centric solution.

-         Begin your process with provoking a culture of empathy toward the consumer

-         Create a meaningful story amongst teams and the organization at large to incite recognition and understanding

-         Remember that cross-collaboration means appealing to a variety of different skillsets, mindsets, and objectives


Nis Frome

Co-Founder & VP of Product

1:00 pm - 1:30 pm The Driving Force: Leading Strategic Change from Within

KC Wolff-Ingham - SVP, Director of Commerial Design & Service design, Truist


A true design-led organization incorporates design within all processes, objectives, and decisions. Embedding design and design thinking into the entirety of any well-established corporate environment is no simple task, but when done right can transform all aspects of how an organization operates and succeeds. Alastair will discuss:


-How to disrupt previously accepted solutions with innovative ideas, all grounded in creating the optimal consumer experience

-Add measurable value and impact to your organization through design strategy

-Implement organization-wide change through fundamental design principles rooted in powerful, meaningful ideas


KC Wolff-Ingham

SVP, Director of Commerial Design & Service design

1:30 pm - 2:00 pm Concept Design: Building the Story that Incites Transformation

To catalyze Design in your organization requires a compelling message and story to drive buy-in. Taking lessons from building some of the most exciting concepts within film, Matt will address how to: 


-Understand the impact of a great story

-Build a message that compels and drives action

-Balance the message with the metrics

11:15 am - 11:45 am Tools Over Rules: Operationalizing Design Systems to Scale

Mariano Suarez-Battan - CEO, MURAL
As teams grow, how are you guaranteeing the playbook doesn’t surpass the technology being utilized? The responsibility of a designer has become critical. Leveraging design tools at scale streamline workflows and promote efficient design. Greg will address how to:
-Safeguard the design thinking process through process standardization
-Prioritize customized tools to drive efficiency and protect value
-Build principals at both team and organization levels 

Mariano Suarez-Battan


1:30 pm - 2:00 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

1:00 pm - 1:30 pm Designing for Tomorrow: Staying Ahead of the Curve

Brian Roderman - President, Chief Innovation Officer, IN2 Innovation

The process behind developing valuable consumer products and experiences lies in continuous innovation, and tapping into future insights and trends. Design thinking provides an exceptional tool kit to help organizations maneuver the rapidly evolving world of technology. How can your company use design thinking to its fullest potential to keep competing with and disrupting the norm?

• Develop a mindset of thinking about or designing for beyond today’s needs

• Ensure your company not only designs and creates products or solutions that satisfy today’s consumers, but is inspired to think bigger

• Understand where the threshold or potential for innovation is for your company, and working backwards to achieve those opportunities


Brian Roderman

President, Chief Innovation Officer
IN2 Innovation

1:30 pm - 2:00 pm Hyper-Reality: The Future of Communication

Inclusive design was not meant to address a specific group of users, and to design

special accessibility features. It is meant to see a different perspective from a

unique user group, and gather new insights to innovate for the mainstream product.

3:00PM EST

Closing Feature Keynote

3:00 pm - 3:30 pm The Disruptor’s Oath: Committing to Empathy, Passion and Changing the System

Shawn Nason - CEO & Chief Ecosystem Disruptor, MOFI

Moving from institutional paralysis to implementing solutions requires disruption, but it is often faced with fear of destruction. Embracing good ideas may be exciting, but becoming obsessed with the problem is far more important than a singular solution. It is not okay to accept lack of action. Instead the organization must accept and embrace the disruptors and build the pathway to design and launch game-changing ideas. 



Shawn Nason

CEO & Chief Ecosystem Disruptor

3:30 pm - 4:00 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

4:00 pm - 4:20 pm Happy Hour!