When
Tuesday, November 6, 2018
11:30 AM - 1:30 PM
Where
The Cable Center Design Thinking Lab
Denver University (DU)
2000 Buchtel Blvd S
Denver, CO 80210
Parking
Street parking as well as paid lot directly in front of cable center
Description
Please join us for a Design Thinking workshop on Tuesday, Nov. 6th at 11:30 - 1:30 pm at The Cable Center at DU. We will be providing lunch while go through an activities based learning session to introduce you to Design Thinking methodology and learn how you can use it as a CX best practice.
Design Thinking is a process for creative problem solving that focuses on being human-centered. It utilizes elements from a designer’s toolkit, like empathy and experimentation, to work across silos and create innovative solutions to complex problems. CX practitioners use this methodology to get out of “process” thinking, that is typical in an organization, and start “customer” thinking to solve problem.
Join our distinguished set of Facilitators, Dr. Charles Patti, Dr. Maria van Dessel, and Dr. Ron Rizzuto of Denver University, to learn methodologies they have taught to companies like KPMG, Price Waterhouse Coopers, Time Warner Cable, First Data Corporation, McDonald’s, Aetna Insurance, etc.
Our session will include an activities session for you to learn about the methodologies and practice the skills taught. We hope to see you there!
For questions about the event, please contact Lori Kirkland at lori.kirkland@terrapindigital.com or 303-475-0712.
Speaker Bios
Dr. Charlies Patti:
Charles Patti is the James M. Cox Professor of Customer Experience Management and Senior Fellow at The Cable Center and a Professor Emeritus at the University of Denver and Queensland University of Technology, Brisbane, Australia. Professor Patti has deep international experience through consulting and academic appointments throughout Europe, Australia, and Southeast Asia. He has special expertise in case method learning and has coordinated several case workshops, including a Harvard Business School case workshop. He was an early adopter of online teaching and learning technologies and developed several firsts in learning technology, including the first video case, the C-DIE format (interactive case learning), the online MBA (Otis Elevator Company), and a Virtual Grocery Environment for interactive learning and online retailing.
Much of Dr. Patti’s teaching, workshops, and professional development courses draws from his business and consulting experience, which includes assignments for Chubb Electronic Security, Gannett, Inc., Land Title, McDonald’s Corp., Philip Morris, and Sunsuper, Pty. Ltd. He has built and delivered major learning programs for corporate clients that include Aetna Insurance, Otis Elevator, Queensland State Department of Development, Siemens, and Texas Instruments. The author of eight books on various aspects of marketing and advertising, Dr. Patti is currently conducting research on the Customer Experience (CX) Maturity Curve, CX ROI, and CX metrics. He is a graduate of Stanford University’s Design Thinking Bootcamp and Satmetrix’s Net Promoter Score program.
Dr. Maria Van Dessel:
Maria van Dessel is a Senior Fellow at The Cable Center and a Research Scholar in the Department of Marketing in the Daniels College of Business at the University of Denver. Dr. van Dessel’s principal research covers the general area of marketing communications with a focus on advertising. Her teaching assignments have included undergraduate and graduate courses in marketing, market research, marketing process and strategy, marketing communications, advertising and advertising management subjects.
She is currently engaged in several research and consulting projects involving expert witness research, content analysis of marketing communications in the business-to-business sector, studies in philanthropy and customer experience metrics, along with customer experience management training for the cable industry. She is the coordinator of the Cable Center’s Customer Centric Consortium (C5), a twice-yearly conference of CX executives in the cable industry.
Dr. Ron Rizzuto:
Ron Rizzuto is a Professor of Finance at the Daniels College of Business at the University of Denver and holds The Ron Rizzuto Chair for Excellence in International Executive Education. Ron has been involved with the cable industry for 30 years and is one of the leading authorities on the economics of U.S. municipal telecommunication overbuilds. He was inducted into Cable TV Pioneers in 2016 for his service to the cable industry; is an honorary lifetime member of Women in Telecommunications (WICT); and received WICT’s Special Accolade Award in 1988 and 1991.
Dr. Rizzuto’s teaching and research areas include: capital expenditure analysis, mergers and acquisitions, corporate financial planning, corporate restructuring, telecommunication finance and customer experience management (CXM). He has published numerous articles and regularly delivers seminars in his specialty areas. Dr. Rizzuto has received several teaching awards including the University of Denver’s Distinguished Teaching Award, the College of Business’s Cecil Puckett Teaching Award and the Daniels Institute Leadership Award from the Institute for Executive and Professional Development. Consulting clients include: KPMG, Price Waterhouse Coopers, Time Warner Cable, First Data Corporation, CableLabs, Liberty Global, Adelphia Communications, and Cox Communications.
Ron has been involved in the delivery of graduate-level courses in customer experience management and the Design Thinking Lab at The Cable Center.
Thank you to our Global Platinum Sponsor!
