Focused, data-driven customer experience strategies increasingly rely on the use of sophisticated AI and machine-learning algorithms. The future promises rich and accurate data models, such as digital twins, that will change how retailers present, sell and deliver goods and services. As competitive pressures increase, companies struggle to balance the physical and employee resources needed to fuel, manage, and act upon the insights from increasingly complex models.
In this roundtable discussion, industry and academic leaders will discuss:
Thursday, June 3, 20211:30-3:00 p.m. EDTVirtual Program
All participants must register for this event. A Zoom login link will be provided before the virtual program in a confirmation email.
Register by Wednesday, June 2Questions? Contact ENAiBLE
Jimmy Drake
Jimmy Drake is the VP of eCommerce at Purple Innovations. Jimmy and his team are responsible for eCommerce sales, customer experience and operations for the DTC business. This includes a number of distinct teams such as digital product management, user experience design, site merchandising, customer insights and the contact center sales and service organizations. They are collectively accountable for establishing, delivering and optimizing high growth strategies for the company. Jimmy has been in the customer experience, eCommerce and retail space for well over 15+ years. In that time, Jimmy has delivered customer centered growth strategies, established teams and built operations for some of the largest technology, retail and manufacturing companies in the world. Jimmy is a Pittsburgh native, but currently lives in Utah with his wife and 2 children
Raelin Musuraca
Raelin Sawka Musuraca is a researcher and strategist with more than 20 years of experience helping companies develop a deep understanding of their customers through human-centered research and design. Examining the full customer journey, Raelin turns research insights into actionable initiatives designed to improve the customer experience with a focus on increasing revenue, decreasing costs, and elevating shareholder value.
Currently, Raelin is an Assistant Teaching Professor at the Human-Computer Interaction Institute (HCII) at Carnegie Mellon University. Her goals are to help students build a strong methods-based foundation, develop critical thinking and empathic skills, and understand the drivers of business value. Prior to Carnegie Mellon, Raelin managed customer experience efforts at American Eagle Outfitters where she led the Voice of the Customer program and Customer Journey Mapping initiatives. Raelin also led Client Experience Strategy at BNY Mellon and through her own digital firm Sharp Creative consulted with retail, hospitality, and consumer product companies.
Paul Pangaro
Paul Pangaro is Professor of the Practice in the Human-Computer Interaction Institute, part of CMU’s School of Computer Science, where he teaches core studio courses and an elective in conversational interfaces. Paul’s career spans roles as entrepreneur, researcher, consultant, and teacher. He has founded and led start-ups, served as chief technology officer and managed product teams, and consulted as future-caster for organizations such as Du Pont, Nokia, Samsung, Instituto Itaú Cultural (Brasil), and Ogilvy & Mather. He has published on design methodologies, conversational systems with text- or voice-based interfaces, and mechanisms for organizational change, lecturing on these topics in Brasil, Europe, and North America. In collaboration with TJ McLeish in February 2020, a full-sized working replica of Gordon Pask’s “Colloquy of Mobiles” was shown in an exhibition at Centre Pompidou and will become part of the permanent collection of the ZKM Museum in Germany.
Paul holds a B.S. in humanities / computer science (MIT), and a Ph.D. in cybernetics (Brunel University, UK). His personal web site and blog can be found at https://www.pangaro.com/.
Chris Stephens
Chris Stephens is Vice President of Enterprise Data & Analytics at Zendesk. Chris and his team are responsible for data & analytics strategy and delivery across the company. This includes data platforms & engineering, architecture, BI, data science and governance. Chris has done about everything you can do in data; from building models to selling the platforms that run them. Chris' experience over the past 25 years includes leading a global data science and strategy practice, leading Product Management teams bringing analytics products to market and running data and analytics for a $4B global retail organization. He serves as an Adjunct Faculty member at Carnegie Mellon in the CDAO program. He is proud to call Pittsburgh home, along with his wife and their 5 children.