Feb 21: Designing & Differentiating Your Customer Experience


"You never really understand a person until you consider things from his point of view... Until you climb into his skin and walk around in it."  ~Atticus Finch, To Kill a Mockingbird

5:30-6:30   Networking
6:30-7:30   Dinner Buffet
7:30-8:30   Speaker

As products become more commoditized and business becomes more competitive, differentiating your brand requires more than promotions and clever marketing. It requires a profound level of customer empathy, from which you can craft a holistic experience that delivers on their expectations–the difference between disappointment and delight.


Victor Nguyen-Long is a Creative Strategist, Copywriter, and arts advocate, living in Washington, DC. He's a firm believer that marketing is simply sharing an idea you genuinely believe in with others. And over the past 15 years, he’s worked with the most prolific brands in the world doing just that: Nike, Cartier, Red Bull, and Coca-Cola to name a few. Before striking out on his own in 2016, he led digital marketing globally for Nike Sportswear, Nike's largest footwear and apparel category, and was most recently GM of Experience Innovation at Audi of America. 

His fascinating career has led him to both scaling the ivory tower developing 30,000-foot marketing strategy as well as crawling in the trenches executing. And though most of his career has been on the client side, he’s lived the agency life as well, having been a Strategist at award-winning 72andSunny. His unique breadth of experience spans all forms of traditional and non-traditional marketing, consumer insights, experience design and innovation, and strategic planning. He now continues to work with some of his former brands and others, crafting and sharing their stories, while fighting to protect and elevate the DC creative community.