Ruth Frank

VP, Client & User Experience Pitney Bowes

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 Ruth.

Download The Latest Agenda