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.

Thursday, September 10

Thursday, September 10th, 2020

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

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