Finding Signature Moments

December 17, 2020

Online event

To win the future, win their hearts

If you think back on the businesses you do remember, you may find that they stand out for one of two reasons: they did something exceptionally well… or exceptionally terribly. Either way, they inspired you to feel something. They influenced your perceptions via moments. Powerful, meaningful, memorable moments that reach out and anchor themselves in people’s hearts and minds.

For an experience to be great it has to be not only connected but also differentiated and above all, memorable. We call them Signature Moments.

This e-Summit will showcase the knowledge and thought-leadership from design leaders who’ve defined, implemented and mastered the art of meaningful moments. We will be speaking about why and how to design customer experiences that create lasting connections with customers – and how to make it a core competitive advantage.

Join us to hear their thoughts on how to create signature moments in large organizations.

Watch the YouTube Live


  • Michel Feaster

    Co-Founder and CEO, Usermind

    Michel’s enterprise software career spans more than 20 years with roles in sales, product, strategic marketing, and general management. Before founding Usermind, Michel was VP of products at Apptio, where she drove product strategy, defined the category and discipline of Technology Business Management, and helped grow the company from 30 to almost 400 employees. In the past year, she was named among MarTech Exec’s 50 Women to Know in MarTech, a top 40 Product Management Influencer from Alpha, a finalist for the Female Founders Alliance’s 2018 Champion Awards in the Role Model category, a finalist for GeekWire’s CEO of the Year Award and a finalist for EY’s Entrepreneur of the Year Award. She’s a YPO mentor and a member of the Female Founders Alliance.

  • Debbie Millman

    Author, Founder, Design Matters

    Debbie Millman is a designer, author, educator and the host of the award-winning podcast Design Matters, one of the world’s first and longest running podcasts in the world. She is also co-founder and chair of the world’s first graduate program in branding at the School of Visual Arts; editorial director of Print magazine; and the author of six books on design and branding. She has worked on the design and strategy of over 200 of the world’s biggest brands and is currently Chair of the Board of Directors for Law & Order SVU actor and activist Mariska Hargitay’s Joyful Heart Foundation.

  • Adam Cutler

    Distinguished Designer, AI Design, IBM

    Adam Cutler is a founding member of IBM Design and one of the first three Distinguished Designers at IBM. He was responsible for the design and build out of the flagship IBM Design Studio in Austin, TX. He was also responsible for the competency, culture and practices of design and designers at IBM. This includes Enterprise Design Thinking by IBM, the IBM Design Language and IBM Design Research. For his Distinguished Designer mission, Adam is driving development of IBM’s point of view on the practice of AI Design. He gave a TED talk on creating meaningful human/machine relationships. He is providing artifacts and education that integrate AI, design and design thinking to assist others in bringing true creativity to AI-driven solutions. In 2019, Adam released IBM Design for AI.

  • Clive Grinyer

    Head of Service Design, The Royal College of Art

    Clive leads the Service Design program at the Royal College of Art (RCA) in London, UK. This pioneering course has led the development of service design and worked with an amazing array of companies, public sector bodies, cities and organisations.

    Previously, he worked with a variety of organisations on service design and innovation and have led corporate design design teams at Barclays, Cisco, Samsung and Orange France Telecom. At Barclays, Clive set up their first Service Design team, which combined data, customer insight and research with creative design methodology to transform customer service experiences.

  • Curt Collinsworth

    Founder, CDO, passage

    Curt Collinsworth has over 25 years experience in design, creating and running UX and software design teams, and is a founder and Chief Design Officer at Passage, a product design consultancy. Most recently he was the Global Head of UX and an Entrepreneur-in-Residence at Logitech where he started the first UX team and grew it to 30 people across 3 continents. He also ran a new start up team within the company creating a new product and service across both hardware and software. Curt has lived and worked internationally, in addition to Germany, Curt has lived and worked in Finland and Russia.

  • Dale Conour

    Senior Strategist, Idean

    Dale Conour has extensive experience in brand, marketing, innovation, and content strategy across multiple industry sectors, for both enterprise and consumer companies. He has a particular passion for cultural strategy, emphasizing the importance of relevance in today’s marketplace. He’s also working on novels whose genius may well not be recognized in his lifetime. He’s based in San Francisco.

  • Jess Leitch

    VP, Head of Studio, San Francisco, Idean

    Jess is a design leader who has worked with companies to set up service design teams from scratch, to launch new products, services and businesses and to fix existing products, services and businesses. She currently leads the design practice at Idean West Coast, bringing design & strategy together. She’s spoken at Design Thinking USA about launching new businesses, the Service Design Network Conference in Dublin and Digitized in Athens. Email Jess


All times in PST (California, USA)
  1. 08:30

    Welcome words by Jess Leitch, VP and Head of Studio at Idean

  2. 08:45

    Michel Feaster, Co-Founder and CEO of Usermind

  3. 09:10

    Clive Grinyer, Head of Service Design at The Royal College of Art

  4. 09:30

    Panel: The relationship between the brand and experience. With Debbie Millman, Author and Founder of Design Matters podcast, Adam Cutler, Distinguished Designer at IBM, and Curt Collinsworth, founder of passage. Moderated by Dale Conour, Senior Strategist at Idean

  5. 10:00

    Closing remarks

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