On December 9, some of the most accomplished and influential leaders in customer experience design came together to explore the vital role CX plays in the growth of successful and sustainable businesses.

Hosted by the 4A’s CX Council, a cross-industry group designed to help agencies and brands transition into the experience era, the event explored some of the important themes that have emerged from the Council’s work while illuminating the challenges and opportunities ahead for CX initiatives.

On behalf of the 4A’s, thank you to the 4A’s CX Council, our speakers, sponsor and attendees for contributing to this informative and actionable event as we enter a new age of brand building.

To learn more about the 4A’s CX Council or to get involved, please email [email protected].

Chick Foxgrover
EVP–Creative Technology & Innovation at the 4A’s

Presentation Videos

00:00:00 Welcome & opening remarks

Jason Gaikowski, Executive Director, Customer Experience | Global Lead, Human Centered Design, VMLY&R
Chick Foxgrover, EVP, Creative Technologies & Innovation, 4A’s

00:03:24 CX and the Experience Age – Building Havas CX

Liz Roche, General Manager, CSO, Havas Helia CX
Kathrin Hoffmann, Group Creative Director, Experience Design, Havas CX
Jesse Poe, Executive Director of Digital Transformation, Havas CX
James Huerta, Executive Director of Emerging Technology, Havas CX
Moderator: Doug Zanger, Senior Editor Adweek

00:59:28 CX: Complexity, design and creativity

Daniel Hewett, Executive Director, Strategic Design Pedagogy, RISD
Lara Salamano, Design & Innovation Hub Lead | Senior Digital Strategist, Infosys

01:34:02 Unreal Engine – Design-driven development for embedded experiences

Heiko Wenczel, Head of Detroit Lab, Epic Games
Joe Andresen, Technical Product Manager, HMI and Embedded Systems, Epic Games

01:57:46 Designing for and Measuring CX Impact

Kristin Youngling, Group Director, Data Strategy, Ogilvy
Rebecca Flavin, Chief Experience Design Officer, Ogilvy Consulting

02:44:10 What does CX look like? Understanding CX Programs and Engagements

Jason Gaikowski, Executive Director, Customer Experience | Global Lead, Human Centered Design, VMLY&R
Kit Krugman, Head of Organization and Culture Design, co:collective
Dave Meeker, Chief Innovation Officer, Isobar
Ashley Hopkins, Senior Manager, Consumer Insights, ASICS
Moderator: Harley Manning, VP Research CX, Forrester

03:35:04 Wrap up
Jason Gaikowski, Executive Director, Customer Experience | Global Lead, Human Centered Design, VMLY&R
Chick Foxgrover, EVP, Creative Technologies & Innovation, 4A’s

For more information about this event and the speakers please visit cx.aaaa.org