Mario Matulich


Executive Director
Customer Contact Week


9:15 AM PROJECT ANALYSIS: Integrate Design Thinking Competencies into Your Existing Operating Model

Design Thinking, through not a “new” concept, is new to customer experience leaders and certainly new to legacy, enterprise organizations. Engaging stakeholders in the Design Thinking mindset can be an uphill challenge since the concept is disruptive to typical ways of working. Hear from Kathleen Antinello, Dun & Bradstreet’s Head of Customer Service & Technical Support, about how an organization with a 150+ year history has engaged stakeholders and begun to integrate the Design Thinking mindset into their operating model.

8:10 AM KEYNOTE PANEL: Organizational Culture - Your Key to Customer Success

A customer-centric culture is fundamental to success in customer contact, and culture is rooted in the people of the organization. Where culture starts at the top, at the end of the day, culture is about the people across the middle. Organizations that embrace inclusivity and leverage the strengths of a diverse culture have the strong foundation needed for CX longevity. This diverse panel tackles some of the key challenges associated with building teams and organizational culture that will set you up for success.


Check out the incredible speaker line-up to see who will be joining Mario.

Download The Latest Agenda