Chris Pacione

Chief Executive Officer LUMA Institute

Why Chris? 

As a co-founder and CEO of LUMA Institute, Chris Pacione leads a highly skilled, multidisciplinary team of practitioners located around the world who are passionate about preparing and equipping organizations to be more innovative. He is a frequent speaker on the topic of design and innovation in the US, Europe, and Asia and is co-author of the book “Innovating for People: Handbook of Human-Centered Design Methods.”

Prior to LUMA Institute, Chris co-founded BodyMedia, Inc., one of the pioneers in wearable health monitoring, and headed up their experience design and customer marketing groups. BodyMedia was acquired by Jawbone in 2013.

Chris’s work has been cited in numerous national and international publications including Business Week, The New York Times, Wired Magazine, and Fast Company as well as several popular books about design and innovation including “In the Bubble: Designing in a Complex World” and “The Design of Things to Come: How Ordinary People Create Extraordinary Products.”

Chris also served as an assistant professor in the School of Design at Carnegie Mellon University in the 1990's and was a guest lecturer at Harvard Business School from 2012 to 2016. He holds several IDEA Gold Medal Awards sponsored by Business Week and the Industrial Designers Society of America and has been awarded numerous US and EU patents for his work.

Main Conference Day 1: Thursday September 10

Thursday, September 10th, 2020

12:05 PM Journey to CX Excellence: How 100-year-old Pitney Bowes is Using Design Thinking to Drive Business Impact

 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.

Check out the incredible speaker line-up to see who will be joining Chris.

Download The Latest Agenda