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The Intersection of UX, CX & MRX

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Presentation slides can be found here:

Wednesday, September 16

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2:00 p.m.-2:10 p.m. ET

Dr. Ari Zelmanow, Panasonic
2:10 p.m.-2:55 p.m. ET
Learn how Panasonic is building an integrated, collaborative team expert in the areas of UX, CX & MRX and intent on optimizing the company's ability to fulfill customer needs.

Carolyn Messitte, National Education Association; Joel Mier, University of Richmond; Stacey Nevel, Prudential Financial; Camille Nicita, Gongos
3:00 p.m.-3:45 p.m. ET
Consumers don’t think of your brand through the lenses of CX, UX and MRX, so why do we continue to operate in silos? Harnessing the true value of the customers’ voice as a business accelerator requires knitting together a holistic and humanized customer perspective. Engage with and learn from executives who are leveling the silos and in turn are leveling up their performance and value to the organization.

Silvi Haldipur, Merck
3:50 p.m.-4:15 p.m. ET
With the proliferation of technology, we expect all things at our fingertips. We want things to be on demand, but is it speed that we want? Or simplicity?
This session will provide a perspective on speed vs. simplicity and how UX, CX and Insights is the enabler to help us work smarter vs. harder in our new phygital world.

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Kelly Goto, gotoresearch; Teena Singh & Chris Lindsley, ServiceNow
4:20 p.m.-4:45 p.m. ET
ServiceNow is known for streamlining workflow and innovating productivity at an enterprise level. Go behind the scenes to see how UX Research and Design Thinking was a catalyst to gain executive support and prioritization needed to transform ServiceNow towards a truly customer-centered organization. Join us for an inside look at the process used to gain cross-functional alignment on a connected customer experience and the continued transformation across a rapidly growing organization.

Katie Buckley, Basis
4:50 p.m.-5:10 p.m. ET

Jeanne Bliss, Customer Bliss
5:15 p.m.-5:55 p.m. ET
Just HOW do you go about earning customer-driven growth? What’s different about leadership, motivation, communication and accountability in a transformed “customer” company….and how do they get there? This presentation will answer those questions and demystify that path for you. It is based on Jeanne’s 25 years as a Chief Customer Officer, her experiences coaching over 20,000 executives the content in her seminal book, Chief Customer 2.0 and her Podcast interviews with over 200 Global Chief Customer Officers.
Join us as Jeanne outlines her 5 steps necessary to successfully lead a customer experience transformation. She will guide you on embedding these competencies to get into action quickly with a united leadership team, outlining her five-competency framework that has launched and advanced the customer experience transformation in businesses around the world.

6:00 p.m.-6:30 p.m. ET

Thursday, September 17

 Setting the Stage
2:00 p.m.-2:10 p.m. ET

Giusy Buonfantino, Amway & Brian Sherwell, Digitas
2:10 p.m.-2:55 p.m. ET

Jason Buhle, AnswerLab; Tchicaya Robertson, Accenture; Steve Fadden, Google; Jenna Hammer, Zillow; Tom Dewitt, Michigan State University
3:00 p.m.-3:45 p.m. ET
As the roles of UX, CX & Insights evolve, so to do the skill sets and mindsets required to elevate each function. Leaders representing multi-disciplined perspectives discuss organizational expectations, the need for technical, strategic and soft skill development and the behavioral traits they seek when building a team to extend their influence within the organization and competitive advantage in the marketplace.

Designing for the Next Billion: Helping users with low digital literacy
Melissa Zlatow, Facebook
3:50 p.m.-4:15 p.m. ET 
We're all aware of the rapid speed with which technology advances and changes our daily lives. Ensuring that customers are not confused, frustrated or being entirely left behind should be a priority for all brands. Learn from a UX leader who has conducted 100+ interviews with new users in a dozen markets. Discover how utilizing audio helps, video tutorials, and other tools can ease the challenges of users with low digital literacy.

TS Balaji, Cox Communications
4:20 p.m.-4:55 p.m. ET
Bringing customer experiences to life in any type of organization is not an easy task, but in established organizations two challenges often occur: overcoming the inertia of status quo, and the organizational structure itself. Departments and channels are typically created to optimize within their own silo, not across the organization. And each department develops its own norms and expectations for what Experience means within their touchpoint, resulting in inconsistencies in the overall experience. In his session T.S. Balaji, VP of Experience Design will share how Cox Communications utilized design and insights to identify experience priorities & sequence for yearly investments that address user needs across the residential and commercial businesses. The discussions would entail the overall framework of the program, with insights into the operationalization of the program and how we drive outcomes that drive experience and business benefits through the program. 

Why do people cry on planes? Which pop singer does all of her songwriting at 30,000 feet (and why)?
Delivering relevant innovative experiences relies on your ability to leverage traditional and non-traditional insight techniques to ensure you really, truly understand your customers.
Let's talk about what coffee, bacon, and chocolate chip cookies have in common, and why, at the end of the day, your ability to understand people is going to be what sets you apart from the pack.