Ruth Frank

VP, Client & User Experience Pitney Bowes

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