IxDA Cincy: Total Experience Panel

1311 Vine Street,Cincinnati OH 45202

23 May, 2023

Description

Gone are the days of B2B or B2C – everything is Human 2 Human, and it's more important now than ever to get to the root of the problem and deliver exceptional experiences to our customers, employees, and all end users. In a digital-first, self-service world that is attempting to scale products and services at record speeds – we cannot forget the people that are at the core of everything we do. Our panelists will be sharing how they are solving these challenges while keeping that human element. OUR PANEL Kayla Brodman – Chief Experience Officer, CourtAvenue Kayla believes in the power of empathy and the ability to add meaningful value to human lives through business innovation. Her experience spans leading global product design for libraries and patrons, crafting experiences that navigate healthcare, and helping people find and purchase products with little friction. Kayla is the CXO of CourtAvenue, where her team acts as stewards of the human experience across the customer experience journey to micro-interaction. Kara Herbert – Director Product Design, Kroger Kara Herbert is a Director of Product Design at Kroger, leading a new team of Design Strategists working to meet customer needs and identify new opportunities for the customer experience. She has spent 5 years at Kroger working to build a seamless customer experience as our customer evolved and new services were made available - Pickup, Delivery by Instacart, Delivery by Kroger and Ship. Before Kroger, she spent time at Rockfish (now VMLY&R) on the Ford and Lincoln business as they went through a digital transformation, bringing digital tools to enhance the buying process and new experiences for car owners. Outside of work, she is a human mom, a pup mom, a puzzler, and a nature lover. Nick Brunker – Group Director Experience Strategy, VMLY&R Nick is a Forrester CX-Certified professional with a versatile portfolio including more than a decade of discipline in human-centered experience strategy, insight-based digital transformation, eCommerce & omnichannel planning. As part of VMLY&R’s CX practice, Nick is responsible for cultivating a deep understanding of customer motivations and business needs to deliver best-in-class experiences for our clients – and, as importantly, the people they serve. He collaborates with senior leaders to drive strategic alignment, push thinking into action, and helps architect CX measurement frameworks to achieve customer and business objectives. Additionally, he is actively expanding the agency’s industry footprint through thought leadership and IP development, including the launch of VMLY&R’s first-ever customer experience podcast, Human Centered. During his career, Nick has partnered with various Fortune 500 clients across numerous categories, including Ford Motor Company, Google, Mazda, Virgin Voyages, General Mills, Fifth Third Bank, and Southwest Airlines, among others. He and his wife, Abbey, reside in Cincinnati, Ohio, with their children Nolan, Emma & Ainsley, and their 12-year-old pup, Bailey. Matt Lewis – Director User Experience, GE Aerospace Matt Lewis leads User Experience for GE Aerospace's Commercial Engines and Services business. Previously to this role he served as VP Experience Strategy for WPP's Rockfish, a top digital agency in the U.S. that served the world's most forward-thinking companies. When Matt is not trying to save the world with design thinking, he is wrestling with his four young children and volunteering his time with his family parish and schools. OUR PANEL HOST Jeremy Miller – Experience Architect, GE Aerospace Jeremy is a UX Professional, mentor, and podcast host who strongly believes in the value of soft skills and collaboration. He believes that great software can only be built with great relationships and is committed to promoting the value of soft skills in UX design. Through his podcast, Beyond UX Design, he aims to teach junior UX designers that soft skills alone won't be what makes them truly effective. ABOUT OUR SPONSOR TEKsystems Digital is the Digital and Creative division of TEKsystems, a $4.1 billion, 34 year old privately-held staffing and advisory services firm. We partner with clients to augment, extend, accelerate or transform their digital business strategies. We operate within 400+ digital marketing organizations with a Digital and Creative workforce over 1,700 strong. Additionally, our Global Services team brings global innovation and development centers that add an additional 1,500 to our digital delivery capabilities. ABOUT OUR HOST CourtAvenue is a global agency composed of industry entrepreneurs and experts accelerating digital transformation for the world's most ambitious companies. The agency works with clients to prioritize and actualize new avenues of digital and business growth by using data and insights to define growth verticals and modernizing business processes through emerging technologies. With its best-in-class commerce capabilities across owned and retail channels, the agency helps clients understand the customer needs they must address, the opportunities they have to differentiate, and the roadmap to bring it all to life. CourtAvenue drives clients closer to consumers by determining how to create human-centered interactions with the company, its services, and its products.