Charlotte Chang
Thriving in the Art of Creating Joyful Products & Exceptional Customer Experiences
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As a product-led, technology-enabled strategist with over 20 years of experience, Charlotte specializes in crafting market-tested, human-centric solutions that deliver exceptional product experiences and customer satisfaction. Known for her thought leadership in keynotes such as "Creating Systems of Compassion" and "Humanizing Work," she is passionate about combining technology with innovative strategies to create meaningful brand experiences that add value to markets, customers, and employees—ultimately benefiting organizations.
Charlotte excels at creating joyful products that resonate with both end-users and the teams behind them. She works closely with executives to develop large-scale, cross-disciplinary products and programs, focusing on the value that shapes these innovations and ensuring the seamless evolution of modern experiences. The result? Rapid market entry and strong talent retention.
Her approach to product creation emphasizes experimentation, testing, and continuous improvement to drive excellence and innovation. Charlotte is skilled at solving complex problems with focus, flexibility, and a growth mindset, always prioritizing brand equity.
And yes, tell your dog she says hi. 🐾
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Area of Expertise
Don’t f*ck up the culture: Operationalizing customer & employee experiences
In a world full of choices, both consumers and employees are inundated with numerous options. How we allocate our spending power, time and money, reflects our thoughts and emotions, all of which are heavily influenced by our experiences. Yet, it's all too common that the experiences offered by companies for both customers and employees are disconnected from the core mission of creating successful products. The methods used by organizations to measure these experiences often fall short, with Employee Experience reduced to an annual, self-funded Top Workplace Survey, and Customer Satisfaction crudely assessed by a Net Promoter Score (NPS). These metrics are frequently employed retroactively, lacking the mandate to demonstrate any Return on Investment (ROI) tied to understanding behavior. The outcome? A mere semblance of empathy, with misguided marketing tactics breeding bias and apathy, alongside myopic solutions that position HR as an offshoot of Legal and render the Customer Experience (CX) function ineffectual.
Crafting experiences for both customers and employees demands more than good intentions; it necessitates a strategic and operational approach that permeates an organization's culture. This talk dismantles five myths surrounding employee experience (EX) and customer experience (CX), revealing the pivotal steps toward aligning these experiences for sustainable success.
Note: There’s a 99.99% this presentation will feature adorable pictures of dogs.
Power Play: A Game Show About Change that Revolves Around You
Change is hard—so why not face it together, with a side of laughter, tears, and maybe a few questionable decisions? You might even pee your pants a little.
Power Play is the grand finale of the How Can We Build People-Centered Organizations? track. We’ve gathered our fearless speakers, track chairs, and a few randomly chosen audience members to form three competitive teams. Over the next 75 minutes, they’ll duke it out in a battle of wit, wisdom, and willpower for the coveted Mile High Darwin Award—an honor given to those who, as the award suggests, might not have survived the evolutionary process. The air’s a little thin up here!
Teams will compete in fast-paced, sometimes absurd, always entertaining rounds, tackling big topics from the past week at Mile High Agile—everything from societal norms and change leadership to company culture and the future of people-centered organizations. Expect a mix of strategy, humor, and some awkward moments (for some more than others)—where the answers are just as important as the laughs.
As the audience, you’ll have the power to influence outcomes and maybe even throw in a little heckling (Boomers, this is your time to shine!). Gen Z, feel free to drop that signature side-eye. No matter your generation, you might even feel a little superior when things get awkward! One thing’s for sure: this session will have you rolling in the aisles—and possibly rethinking your life choices.
This session will knock your socks off—but don’t worry, it’ll be with full consent. Get ready for a collision of change, humor, and a whole lot of "did that just happen?" moments.
Designing Systems of Compassion
Look…the way we’re working isn’t working. At best, people act with chaotic complacency. At worst, creative problem-solving and critical thinking are punished. This results in burnout, anxiety, depression, apathy, helplessness, and hopelessness. In short, not for humans. Our businesses, orgs, depts, teams, and people cannot innovate, adapt, or evolve.
Doing awesome work requires accepting and executing in a business landscape that’s in constant flux. Future leaders need to amplify humanity, provide optionality, calibrate talent, and round out people’s needs. Being this kind of leader starts with you - your needs, your opportunities, and your compassion.
Louder, this time for the folks in the back…the way we’re working isn’t working! The path forward? Together, we can nudge towards a System of Compassion - a system that focuses on humanizing people, empathetic leadership, and work that matters. We are at an inflection point where we each have a choice. The future holds promise!
Agile Identity Comedy Hour
Get ready to laugh, learn, and let loose as we tackle the serious topic of agile identity crisis with a side-splitting twist. From improv games to hilarious skits, this session promises non-stop laughter and endless opportunities for audience participation. So leave your inhibitions at the door, and join us for an hour of comedy, camaraderie, and creative chaos.
Charlotte Chang
Thriving in the Art of Creating Joyful Products & Exceptional Customer Experiences
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