Portland, Oregon
September 26–28, 2016

A unique gathering of designers, technologists and business leaders driven to create experiences people love

Register for Delight 2016 »

Hosted by
ConnectiveDX

2016 confirmed speakers

  • David Rose
    David Rose

    Keynote: Connectivity, Design & the Internet of Things

    Full bio »
    MIT Media Lab
  • Evelyn Huang
    Evelyn Huang

    Keynote: Design as Change

    Full bio »
    Capital One
  • Sara Wachter-Boettcher
    Sara Wachter-Boettcher

    Keynote: Design for Real Life

    Full bio »
    Author, Design for Real Life
  • Scott Brinker
    Scott Brinker

    Hacking Marketing: The Amazing Convergence of Marketing & Software

    Full bio »
    Chief Martec
  • Nondini Naqui
    Nondini Naqui

    Opening the Conversation Around a Taboo Topic: Money

    Full bio »
    Society of Grownups
  • Maggie Lang
    Maggie Lang

    Delight Is Not a Campaign

    Full bio »
    Kimpton Hotels
  • Tom Bennett
    Tom Bennett

    Research for Delight: Empathy & Vulnerability

    Full bio »
    Connective DX
  • Jasmine Probst
    Jasmine Probst

    Designing for Difficult Experiences: Showing Compassion in Sensitive Situations

    Full bio »
    Facebook
  • Michelle Lee
    Michelle Lee

    Bringing Play Beyond Toys & Games

    Full bio »
    IDEO
  • Jessie Shternshus
    Jessie Shternshus

    Amplifying Creative Collaboration

    Full bio »
    The Improv Effect
  • Rob Anderson
    Rob Anderson

    Target

    Full bio »
    Target
  • Maya Page
    Maya Page

    Target

    Full bio »
    Target
  • Denise Jacobs
    Denise Jacobs

    Amplifying Creative Collaboration

    Full bio »
    The Creative Dose
  • Dave Wieneke
    Dave Wieneke

    Emcee

    Full bio »
    Connective DX
  • Matt Streng
    Matt Streng

    Mercy Corps: Stories from the Field

    Full bio »
    Mercy Corps
  • Matt Templeton
    Matt Templeton

    Radical Collaboration in Healthcare

    Full bio »
    Blue Cross Blue Shield of Massachusetts
  • Dylan Boyd
    Dylan Boyd

    WeWork at Custom House

    Full bio »
    R/GA Ventures
  • Paul O’Connor
    Paul O’Connor

    Ziba Design: The Inclusion Revolution: Designing for Gen Z

    Full bio »
    Ziba Design
  • Sara Fritsch
    Sara Fritsch

    Not for Sale: The Art & Impact of Authenticity

    Full bio »
    Schoolhouse Electric & Supply Co.
  • Jill Nelson
    Jill Nelson

    Ruby Receptionists: Practice WOWism!

    Full bio »
    Ruby Receptionists
  • Michael Powell
    Michael Powell

    Powell’s Books: How a Beloved Brand Weathers Change & Disruption

    Full bio »
    Powell's Books
  • Andrew Hogan
    Andrew Hogan

    How Digital CX Improvement Drives Revenue Growth

    Full bio »
    Forrester Research
  • Gary Hirsch
    Gary Hirsch

    On Your Feet

    Full bio »
    On Your Feet
  • Deane Barker
    Deane Barker

    Powell’s Books: How a Beloved Brand Weathers Change & Disruption

    Full bio »
    Blend Interactive
  • Jim Stephens
    Jim Stephens

    Umpqua Bank: Bank Like You Live

    Full bio »
    Umpqua Bank
  • Jeff Wishnie
    Jeff Wishnie

    Mercy Corps: Stories from the Field

    Full bio »
    Digital Impact Alliance
  • Dr. Eric Fombonne
    Dr. Eric Fombonne

    OHSU: We are Torchbearers

    Full bio »
    OHSU
  • Kimberly Ovitt
    Kimberly Ovitt

    OHSU: We are Torchbearers

    Full bio »
    OHSU

About the event

Delight brings together more than 400 business, design and technology professionals who are passionate about bringing exceptional experiences to life. The event fosters an intimate forum that introduces big ideas, encourages interactive discussions, and builds lasting connections. As we celebrate our fifth anniversary in 2016, we have some fun surprises and one-of-a-kind experiences in store—we can’t wait to share them with you!

Subscribe to our bi-weekly for exclusive conference updates and stay connected year-round. Interested in becoming a Delight 2016 Partner? Learn more about our partnership opportunities. Or, email info@delight.us for more info.

Event Crowd Amber Golden Suzanne Pellican Jenny & Lakshmi Colin Event Workshop Closeup Event Party

Agenda

Pre-conference Sunday, September 25

2:00 – 4:00 pm
  • PDX Walking Tour

    Meetup location TBD

    Join us for a casual afternoon getting to know the PDX scene and the Delight team.

5:00 – 7:00 pm
  • Welcome Reception The Nines, 6th floor lobby

    Brought to you by Sitecore

    view details

    Meet up with other Delight attendees before the conference starts. Check in at early registration, grab a drink, and get comfortable with your tribe for the week.

Day 1: Main Event Monday, Sept. 26

8:00 – 9:00 am

Registration, networking & breakfast Portland Art Museum, Fields Sunken Ballroom

9:00 – 9:15 am

Opening remarks Portland Art Museum, Kridel Grand Ballroom

9:15 – 9:55 am
  • Keynote: Design as Change

    Evelyn Huang, Capital One

    view details

    We all believe in creating fantastic experiences grounded in customer needs. But let’s face it—not all companies or leaders start from the same place. Our job is not only to create great experiences, but also to transform the mindset of our partners and our skeptics. How can we apply design principles of collaboration and experimentation to organizational change? Learn to infuse design thinking into every level of an organization.
9:55 – 10:15 am
  • Delight Is Not a Campaign

    Maggie Lang, Kimpton Hotels

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    Marketers, executives and agencies across the world are busy crafting strategies that revolve around delighting their customers. Yet, brands still struggle to deliver on the promise. Delight is part of something much larger than a campaign, or even a strategy. It's a life-sized cut-out of Channing Tatum in your hotel room. It's a "good luck" card signed by every hotel employee when you check in for a big interview the next day. And sometimes, it's getting a great bottle of Oregon Pinot Noir sent to your house when you post a great snap from wine hour on Instagram. Kimpton Hotels & Restaurants have become a beloved brand by delighting their guests for over 35 years, and Maggie will share how a culture is paramount to delivering on a brand promise of delight.
10:15 – 10:45 am

Break

10:45 – 11:10 am
  • How Digital CX Improvement Drives Revenue Growth

    Andrew Hogan, Forrester Research

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    When customer experience drives revenue growth in an industry, digital experience plays a crucial role. To understand this relationship, we'll break down and explore real-world examples that demonstrate how digital CX improvement delivers the business benefits of good customer experience.

11:10 - 11:30 am
  • Designing for Difficult Experiences: Showing Compassion in Sensitive Situations

    Jasmine Probst, Facebook

    view details

    When designing products, we're often looking for ways to add delight. But it's important to account for the full range of emotional responses people may have, depending on what they're going through. In recent work at Facebook, teams have gained compassion as well as opportunities to design for some of life's most complex experiences, such as suicidal thoughts and the passing of a loved one. Jasmine Probst shares some real examples and talk about how to incorporate more emotional sensitivity into your own approach.

11:30 - 12:00 pm
  • Research for Delight: Empathy & Vulnerability

    Tom Bennett, Connective DX

    view details

    As a faith-based financial services institution, Everence, at first glance, seems like an odd digital strategy mission for a Pacific Northwest agency guy. Thinking Mennonites were the guys that shun electricity and use horses and buggies, I came in with my own assumptions, and perhaps some bias about where a digital strategy might even fit. But in the act of doing qualitative research, I found a personal truth even more surprising and transformative. By seeking to define stewardship (a core belief and pillar of the Everence mission), I recalibrated a belief system and found myself personally moved by the work. I made friends, and I found an internal logic more compelling than I had anticipated. I was willing to offer vulnerability for its benefits: understanding and empathy.
12:00 – 1:00 pm
  • Lunch Portland Art Museum, Fields Sunken Ballroom

    Brought to you by Thunderhead

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    Yummy food with a variety of vegetarian, vegan and gluten-free options for those who requested it during registration.
1:00 - 1:30 pm
  • Seeing Your Audience

    Gary Hirsch, On Your Feet

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    Audiences are wonderful and strange beasts. They laugh, groan and even breathe in unison. They have a thread of attention that can snap at any moment. They want it to matter that they are there. They want to learn, reflect, connect and be inspired. In this session we will explore the needs of the audience and discover some simple ways for them to be seen and heard.
1:30 - 1:50 pm
  • Stay tuned for details

    New Delight speaker coming soon
2:00 - 2:30 pm
  • Hacking Marketing: The Amazing Convergence of Marketing & Software

    Scott Brinker, Chief MarTec

    view details

    Software gives marketers a greatly expanded creative palette to design memorable customer experience masterpieces — and the leverage to reach a much broader and more engaged audience with them. The secret to success, however, is not in the technology itself — but rather adapting marketing management to this new software-powered environment. In this presentation, marketing technologist Scott Brinker, author of the new book Hacking Marketing, will show you how to: recognize the parallels between software development and modern marketing; adapt agile software development management methods to "agile marketing"; and design marketing programs, systems, and organizations to embrace change.
2:30 – 3:00 pm

Break

3:00 - 3:30 pm
  • Opening the Conversation Around a Taboo Topic: Money

    Nondini Naqui, Society of Grownups

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    The Society of Grownups is all about helping adults to “understand your money without losing your soul or your sense of adventure along the way.” After years of researching and testing, this learning initiative from MassMutual is disrupting the financial services industry by empowering people to create a personalized and flexible approach to their personal finances. Each day, the Society of Grownups team works together to concept and iterate on ideas with one goal in mind: to democratize financial literacy by bringing authentic, educational experiences to Grownups in Boston and beyond. Society of Grownups President and CEO Nondini Naqui will share insights on the Society of Grownups journey so far: the highs, the lows and a few learnings in between.
3:30 – 4:00 pm
  • The New Vanguard for Business: Connectivity, Design & the Internet of Things

    David Rose, MIT Media Lab

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    We are truly at the frontier of a new, hyper-connected future, and MIT Media Lab’s David Rose is our guide. In this mind-opening talk he brings the inevitable takeover of the Internet of Things to the forefront of public consciousness. The author of the first major book on IoT, Enchanted Objects, David describes how products are poised to become services and how we will be creating new user experiences, not new technology. Instead of staring at our iPhone screens, we will be surrounded by simple and user-friendly objects that respond to our needs, come to know us, and learn to think on our behalf. How can you embed connectivity and productivity into your product? It’s time to revolutionize the way your company thinks about technology, design and making money.
5:30 – 9:00 pm
  • Party Like a Lumberjack Doug Fir Lounge

    Featuring Karaoke From Hell

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    Kick up your heels with fellow Delight attendees at the Doug Fir Lounge. The night's entertainment will be Portland's own Karaoke from Hell, the live karaoke band that will get our party rocking. Don't let the name scare you. They play, you sing! You can choose from hundreds of songs, from AC/DC to ZZ Top. Want to know if they play your "go to" karaoke song? Just browse their song list.

Day 2: Main Event Tuesday, Sept. 27

8:30 – 9:00 am

Breakfast & networking Portland Art Museum, Fields Sunken Ballroom

9:00 – 9:30 am
  • Hit the trail for field trips

    view details

    Many of the field trip locations are located close enough to the Portland Art Museum for attendees to walk there. Shuttle buses will be provided for attendees to travel to the field trips that are farther away. Attendees will receive specific transportation details for their selected field trip closer to Delight.

    We know everyone has different physical abilities, so if you think you may need additional assistance getting to your field trip please let us know as soon as possible so we can make necessary accommodations. For example, if you have trouble navigating stairs or can't walk for more than 10 minutes please email Laura Brown.

9:30 – 11:45 am

Offsite field trips Various locations

Choose your field trip when you register for Delight.

  • Portland Timbers
    Teams That Are Loved, Win

    Portland Timbers at Providence Park, 909 SW 18th Ave.
    Cory Dolich, Portland Timbers

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    On the way to their Major League Soccer championship, the Portland Timbers built an army of loyal advocates. Grab a front row seat for round table with the team behind the Timbers' winning experience.
  • Powell's Books
    How a Beloved Brand Weathers Change & Disruption

    Powell's Books, 1005 W Burnside St.
    Michael Powell, Powell's Books
    Deane Barker, Blend Interactive

    view details

    Join Michael Powell for an intimate conversation—hear how the iconic Powell's Books weathered storms of disruption to become a landmark brand for the entire city.
  • Mercy Corps
    Stories from the Field

    Mercy Corps, 28 SW 1st Avenue
    Matt Streng, MercyCorps

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    Mercy Corps designs community partnerships that put bold solutions into action. Hear from field experts, then apply your learning with a small group design challenge.
  • Target
    Uniting Digital & Physical in the Name of Love

    Portland Art Museum, Fields Sunken Ballroom
    Maya Page, Target
    Rob Anderson, Target

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    People love Target. And that love is rooted in the familiar store that guests have been shopping their whole lives. How do we preserve and evolve that love as the future of retail unfolds? Come hear how we work, design and build as product teams to create digital, physical and service touchpoints that embody the new Target. You’ll start with a self-guided mission to the downtown Target store.
  • WeWork at Custom House
    Disrupting with Delight: The Last Time I Made You Smile

    WeWork, 220 NW 8th Ave.
    Dylan Boyd, R/GA Ventures

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    With WeWork's entrepreneurial co-working community as a backdrop, veteran startup advisor Dylan Boyd leads a panel of visionary business leaders who are disrupting with delight by tapping into the promise of new markets, technologies and partnerships. From retail to AR to sports to housing, a diverse group will talk about creating joy in daily events through strategy and execution.

    • Emma Mcilroy, CEO, WildFang
    • Omid Ashtari, VP, Strategy & Operations, Cozy
    • Michael Yamartino, Head of Commerce, Pinterest
    • Paul Reynolds, Founder, Vertex Labs (formerly of Magic Leap)
    • Daniel Brusilovsky, Digital Initiatives Lead, Golden State Warriors

  • Ziba Design
    The Inclusion Revolution: Designing for Gen Z

    Ziba Design, 1044 NW 9th Ave.
    Paul O’Connor, Ziba Design

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    Executive Creative Director Paul O'Connor and team lead a hands-on work session built around Ziba's design insights research. Hear how Generation Z is already shaping the future and what that will mean to brands today. After some provocative perspective from the Ziba team, we’ll break into small groups and see how Gen Z may exert the greatest pressures yet, and how brands can meet them on their terms.
  • Ruby Receptionists
    Practice WOWism!

    Ruby Receptionists, 805 SW Broadway #900

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    At Ruby Receptionists, legendary customer experience starts with inspired, empowered employees. Get the full Ruby experience with some hands-on fun featuring Founder and CEO Jill Nelson and members of the User Experience, Client Happiness and Employee Engagement teams.
  • OHSU
    We are Torchbearers

    OHSU Collaborative Life Sciences Building rooms 2S014-2S018, 2730 SW Moody Ave.
    Kimberly Ovitt, OHSU
    Dr. Eric Fombonne, OHSU
    Lisa Williams, OHSU

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    What does it mean to be torchbearers? At OHSU, it’s a calling we respond to every day. It drives us to seek cures, to build a world-class cancer research center, to craft a beloved brand voice, and to teach the next generation of innovators. It fires our passion to provide the best care for every patient at thriving campuses in Portland and across Oregon. Come learn how three of our nearly 16,000 torchbearers light the way forward.
  • Umpqua Bank
    Bank Like You Live

    Umpqua Bank, 750 SW Yamhill St.
    Jim Stephens, Umpqua Bank

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    For Umpqua Bank “community banking” means creating experiences people can believe in. Equal parts checking account and knitting club, commercial loan and local music source—Umpqua knows there is more to life than money. Hear how Umpqua creates banking experiences that meet the needs of its neighbors and how they engage with their local communities. Then, finish the day working on a volunteer project to benefit a local nonprofit.
11:45 – 1:15 pm
  • Lunch Portland Art Museum, Fields Sunken Ballroom

    view details

    Stay tuned for details
1:30 – 2:00 pm
  • Keynote: Co-Create: Creating Better Together

    Denise Jacobs, The Creative Dose
    Jessie Shternshus, The Improv Effect

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    Despite the prevalent mythology of the lone creative genius, many of the most innovative contributions spring from the creative chemistry of a group and the blending of everyone’s ideas and concepts. How can we best leverage this collective wisdom to generate creative synergy and co-create? Let’s look at the process of recognizing and removing our personal creative blocks, connecting and communicating with others, combining ideas using play, and constructing a collaborative environment to discover effective methods for tapping into a group’s creative brilliance. Through these steps, you’ll learn to capitalize on the super-linearity of creativity to embrace and leverage diversity to create better together.

2:10 – 2:30 pm
  • Not for Sale: The Art & Impact of Authenticity

    Sara Fritsch, Schoolhouse Electric & Supply Co.

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    In a society where everything is for sale, the ultimate commodity is that which cannot be bought. In this uplifting presentation, Sara Fritsch will discuss the advantages of a "not for sale" strategy and why authenticity plays such a vital role in our crowded, hyper-consumerist market. From reflections on thoughtful scalability to simple ground rules for more mindful ways to work, this talk will highlight why values matter more now than ever and spark a new conversation on what true success really looks like.

2:30 – 3:00 pm

Break

3:15 – 3:35 pm
  • Bringing Play Beyond Toys & Games

    Michelle Lee, IDEO Toy Lab

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    When we think about play, we often imagine a child’s world of toys and games, but who says that play has to be confined to our childhoods? With 20 years of experience researching play and bringing over 200 physical and digital toys to market, IDEO’s Toy Lab has come to realize that the opposite of play isn’t work, but boredom. Michelle explains how IDEO’s Design for Play team sees play and its potential to bring delight and engagement not only to the youngest customers, but also to people of all ages, through products and experiences that live beyond the toy aisle.

3:35 – 4:30 pm
  • Keynote: Design for Real Life

    Sara Wachter-Boettcher, Author, Design for Real Life

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    We can’t always predict who will use our products, or what emotional state they’ll be in when they do. But we have the power—and the responsibility—to build compassion into every aspect of our products, and to advocate for experiences that support more of our users, more of the time. Sara will share principles and practical approaches from ​Design for Real Life​, her new book with coauthor Eric Meyer.

4:45 – 5:15 pm

Conference close Portland Art Museum, Kridel Grand Ballroom

Day 3: Intensive Workshops Wednesday, Sept. 28 (optional)

9:00 am – 4:00 pm

Optional full day intensives The Nines

Spend a full day with industry experts in a single focus area. All intensives include lunch with a view at the rooftop Departure Restaurant.

  • Radical Collaboration in Healthcare

    Matt Templeton, Blue Cross Blue Shield of Massachusetts

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    Join this one-day workshop to work on real problems, gaining deep understanding into people’s needs by using Design Thinking out in the wild. Healthcare leaders will facilitate a health-specific design challenge using this human-centered process. By working collaboratively with others from different levels and backgrounds we will identify needs, ideate solutions and test them with users.You will gain an introduction to or a deeper understanding of the Design Thinking process and the challenge. Prior experience is not necessary but it is also welcome. This one-day workshop could lead to future connections and collaborations. This will be fun, fast and insightful. Let’s learn by doing and make something new, together.

  • Digital Experience Masterclass

    Connective DX

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    Digital is rapidly erasing the space between your business and your empowered customers. Organizations that embrace the power of digital will seize new opportunities to grow and differentiate, connect with their customers in more meaningful long-lasting ways, and make an impact in their market space. This class will help activate and accelerate change by arming you with tools and frameworks for sustainable digital success.

    In this masterclass you’ll learn how to:

    • Build organizational alignment on the competencies needed to thrive in the digital age—and to surface gaps and barriers.
    • Gain executive buy-in on digital programs by connecting them to the organization’s strategic initiatives.
    • Socialize a digital vision that aims to imagine new experiences customers will have in the future.

  • Amplifying Creative Collaboration

    Denise Jacobs, The Creative Dose
    Jessie Shternshus, The Improv Effect

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    Most companies focus on a team's technical skills, but true success depends on creative collaboration—multiplying each other’s ideas to solve problems. This workshop provides an approach to help teams work like a well-calibrated machine and produce great work together. Participants will take a real-world problem and run through a series of ideation exercises to create and execute on an action plan. You'll learn how to encourage and leverage the aggregate genius of a team.

Venues

Delight venue for 2016

Portland Art Museum

1119 SW Park Ave
Portland, OR 97205

Delight 2016 returns to the Portland Art Museum’s Kridel Grand Ballroom. Located in the heart of Portland's downtown cultural district, the museum is an impressive and inspiring space that embodies the vibrant energy of Delight.

Attendees will experience one of the city's most beloved landmarks through a unique lens. With plenty of parking and light rail just steps away, the museum is an ideal center point for the event.

The Nines

The Nines

525 SW Morrison St
Portland, OR 97204

Downtown's historic Meier & Frank building is now home to The Nines hotel, where we’ll host our welcome reception and third-day intensives. With clever nods to its department store past, The Nines features sleek interiors, a great art collection, and one of Portland’s favorite rooftop decks.

We have a limited number of rooms reserved here at special Delight Conference rates. Once you've registered for Delight, you can book your room on the hotel's conference portal.

Portland Paramount

Portland Paramount

808 SW Taylor St
Portland, OR 97205

Just a stone's throw from the Portland Art Museum and right across the street from bustling Director Park and the Fox Tower, the Portland Paramount offers a convenient home away from home during the Delight Conference.

To reserve your Portland Paramount room at special Delight Conference rates, look for the discount code when you complete your conference registration.

Partnerships

The Delight Conference could not happen without the support of our event partners. From awesome keynotes and community field trips to parties and fun extras, our partnership opportunities offer a chance to connect with the Delight community through unique and memorable experiences. Interested in joining the movement? Download our partnership packet. Or, email info@delight.us for more information.

Signature Partners
  • Thunderhead logo
  • Sitecore logo
  • InVision logo
Event Partners
  • Adobe logo
  • Buffer logo
  • On Your Feet logo
Hosting Partners
  • Portland Timbers logo
  • Powells logo
  • Target logo
  • OHSU logo
  • Mercy Corp
  • wework logo
  • Ruby Receptionists logo
  • Ziba Design logo
  • Umpqua Bank logo
In-Kind and Community Partners