SDCX: Featured Moderator & Panelist Highlights

 
 

Read about our expert panelists and moderator that attended the SDCX: Expert Panel event!

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With over 20 years of experience, Jeneanne Rae is an award-winning expert in innovation, design, and customer experience.  She joined Deloitte’s GPS practice several years ago to bring deep commercial experience in the management of these capabilities to the myriad of complex government problems Deloitte seeks to solve.  Jeneanne’s articles have appeared on Bloomberg Businessweek, Fast Company, and the Harvard Business Review, among others.  She was named one of Bloomberg Businessweek’s “Magnificent Seven Gurus of Innovation,” as well as one of its Leaders of the Year for her groundbreaking work in service innovation. Her recent work creating the “Design Value Index” in partnership with the Design Management Institute has gained Jeneanne international acclaim for creating an indicator to show the impact that well managed, enterprise-wide design capabilities can add to stock market performance.  Jeneanne was subsequently named one of Fast Company’s Most Creative People.

Jeneanne holds a BS in Commerce from the University of Virginia, and an MBA from the Harvard Business School.

 
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The mission for Marriott International’s CX Innovation team is to dream about the future for our customers. As the Creative Director on the team, Katherine learned early on to find the spaces where there’s a need for something to exist to better serve the consumer. With a BFA in Communication Design from Syracuse University and 15 years of experiences in product development and design, retail manufacturing, UX and UI design, marketing, advertising and design thinking, she has been able to expand her role from a designer of things to include a designer of services and experiences, always keeping the guest at the center. During her 6 years at Marriott, Katherine lead design to launch the homesharing business, test in-room voice and chatbot experiences, and create the all-inclusive brand strategy portfolio wide.

 
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Mike is inspired by people. He has devoted his career to creating and bringing to life transformative experiences that align with customers' and citizens' ever-evolving needs. He began working for GSA's Technology Transformation Service (TTS) in 2018, prior to which he served as a Principal of Design Strategy at Continuum. In this role, he led teams of strategists, designers, and organizational leaders in applying human-centered design to solve complex system problems in the consumer, retail, financial service, non-profit, and healthcare arenas. Mike began his career as an Industrial Designer and has held leadership positions in product development, business management, and brand management at CVS, 3M, and Kimberly-Clark.

 
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Responsibilities: Cindy McKissock is Fannie Mae’s Vice President for Customer Experience Design, reporting to the Senior Vice President – Digital Products. Cindy is responsible for enterprise customer and employee experience design, including service design, product design, design-led research, the enterprise digital design system, design thinking, and design operations.

Experience: Prior to her current position, she was Vice President for Capital Markets Asset Business Initiatives, responsible for Capital Markets’ strategic initiatives to redefine the securitization process for the whole loan conduit, implement a new pricing and execution platform and develop new loan inventory management processes and systems. Before that she was Director, Capital Markets Assets Business Initiatives; Senior Project Manager, Securities Trading; and a Software Developer for the Liquid Investment Portfolio accounting and trading systems. Before joining Fannie Mae in 2000, Cindy was a Staff Assistant at the International Monetary Fund.

Education: Cindy has a bachelor of arts in foreign affairs from the University of Virginia and a master of science in information systems technology from George Washington University. She has a certificate in design thinking from Stanford University and certificates in executive leadership from UCLA Anderson School of Management, Harvard Business School, and MIT Sloan Executive Education.

 
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Brian (@LoyaltyRocks), Medallia’s Senior CX Principal, spent the prior 18 years in leadership roles in customer experience (CX), product management, and process improvement at HP, Intuit, and Sprint.

During Brian’s tenure as VP, CX at Sprint, they recorded the lowest churn in the company's history and the highest NPS in three years. He created and led the CX transformation, one of six pillars of Sprint's turnaround strategy. 

At Intuit, Brian helped pioneer the NPS movement as the first company to adopt NPS. He led Intuit’s NPS community and was featured in "The Ultimate Question 2.0." Under his leadership, Intuit won several prestigious CX awards. His team's innovation work was featured in Time, BusinessWeek, and the subject of a Stanford Business School Case Study. 

Earlier in his career, Brian spent nine years in consulting focused on transformational change through Total Quality Management, Toyota Production System principles, and Lean/Six Sigma. One client won the Deming Prize and Malcolm Baldrige National Quality Award. Brian co-authored a chapter in "Becoming Lean: Inside Stories of U.S. Manufacturers".

He is a founding member of the board of directors of the Customer Experience Professionals Association (CXPA) and a Certified CX Professional (CCXP). He’s also Medallia OCEM certified. 

Brian's a frequent speaker at CX conferences and has been the subject of several podcasts.


 
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