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Jeneanne Rae Federal Customer Experience Leader - Civilian
Monitor Deloitte

Jeneanne Rae is the Executive Director, Design-Led Innovation at Deloitte Monitor. She was previously the Founder and CEO of innovation strategy firm, Motiv Strategies. For over 20 years Jeneanne has served as a consultant to dozens of global corporations including Procter & Gamble, Johnson & Johnson, Microsoft, Pepsi, and AIG. Her expertise includes innovation, design integration, customer experience, and growth strategy.

During her career, Rae has built a practice helping her clients assess and build strategic design capabilities at the enterprise level. Through her numerous engagements she has developed extensive knowledge of corporate design organizations and has been a featured speaker on design-related topics (design/business integration, service design, design thinking) at numerous design and business conferences. In collaboration with the Design Management Institute, in 2013 Jeneanne created DMI’s Design Value Index, which for the last three years has shown that an index of large, publicly-traded corporations who have made a long-term commitment to design has outperformed the S&P 500 by a factor of over 200%.

In addition to writing articles for publications such as Design Management Review, Innovation Management and Fast Company, Rae has written extensively for Bloomberg Businessweek and was named one of its “Magnificent Seven Gurus of Innovation” in its cover story on the creative corporation. She was later hailed one of Businessweek’s “Leaders of the Year” for her ground breaking work in service innovation. For ten years she has also served as an adjunct professor teaching new product and services development at the graduate level through Georgetown University’s McDonough School of Business.

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



Day 1: Pre-Conference Sessions

11:30 AM Workshop B: Optimizing Service Design to Deliver Best-in-Class Experiences

Given that 80% of US GDP is comprised of services, investment in experience delivery at every customer touch points is critical. Though product and service development are rooted in similar discipline, you must fully understand process nuances in service design and tailor your organization accordingly. Jeneanne Rae, Executive Director, Design-Led Innovation for Deloitte Monitor and founder of the Design Value Index, will lead you through the ideal process for service design, including interactive exercises in:
  • Unlocking the keys to primary research and customer insight
  • Building a meaningful, holistic customer journey map
  • Identifying and ideating around pain points and moments of truth
  • Identifying who in your organization should be working on certain types of problems
  • How to make service design decisions based on the right blend of data and intuition

(lunch provided)