Rich Chung

Head of Agile Transformation, Wells Fargo

With over 25 years in financial services, Rich Chung is head of Technology Transformation and is responsible for leading the Agility Transformation team with the mandate to drive through strategy, productization, modernization, standards, and education. This team develops a framework for Wells Fargo Technology and provides Agile tools, subject matter expertise, and coaching in partnership with the Enterprise Agile team and the Technology Chief Operating Office organization.  The Agility operating model is designed to address people, process, technology and organization.

The transformation team plays a critical role in helping Wells Fargo fully embrace a customer centric, Agile approach that dramatically improves the quality, innovation and speed at which we deliver products to our customers.  With over 10,000 business and 40,000 technologists supporting the delivery of these capabilities, now more than ever we need to be optimized and focused on our customer.

Previous to Wells Fargo, he worked at JP Morgan Chase, where he was head of Transformation Practice Enablement and Analytics for Chase Consumer and Community Bank. In that role, he drove its transformation from a primarily waterfall organization to a completely Agile organization. Rich also worked in the JP Morgan’s Corporate and Investment Banking division, where he was responsible for Client Service Technology.  Rich held various other leadership positions at Sapient, NEC, and New York Life.

Rich has a degree from Carnegie Mellon University in Math and Computer Science with a specialization in distributed systems and software engineering. He is married and has two daughters, one of which is a Mellon College of Science freshman. Tennis and traveling are passions Rich shares with his whole family.

Frank DeFazio

Director of Customer Experience, United Concordia Dental

Frank DeFazio is director of customer experience for United Concordia Dental, a $1.6 billion national dental insurance solutions company. Headquartered in Harrisburg, Pennsylvania, United Concordia has over 9 million members. 

In this role, Mr. DeFazio leads customer experience strategy to create remarkable health experiences freeing people to be their best. This includes acquiring deep customer understanding through voice of the customer listening, driving customer experience improvements along customer journeys, and measuring and reporting key performance indicators to build customer experience maturity throughout the organization.   

Prior to joining United Concordia Dental in 2011, Mr. DeFazio served as marketing director for Guardian Storage, a Pittsburgh based self-storage company. Mr. DeFazio managed all strategic marketing activities and grew revenues by 20% by launching a new property management service offering and adding storage locations in Pittsburgh and Colorado.  Mr. DeFazio also owned and operated a digital marketing consulting firm where he specialized in the development of digital marketing strategies, plans and programs for some of the leading consumer packaged goods companies in the world, including the Kraft Heinz Company, General Mills, Inc., GlaxoSmithKline (GSK), Walmart and Pokemon USA.  Mr. DeFazio began his career as a management consultant with Deloitte Consulting, practicing the design, development, and implementation of large-scale information technology solutions for public sector organizations.

Mr. DeFazio resides in the City of Pittsburgh and holds an MBA from the Katz Graduate School of Business and an undergraduate degree in Psychology and Communications from the University of Pittsburgh. Mr. DeFazio is a certified Forrester Research CX Professional, and a member of the American Marketing Association.

Mr. DeFazio is an avid mountain biker and enjoys playing Ultimate Frisbee where he competed in the USA Ultimate National Championship Series for three consecutive years. 

Mr. DeFazio is active in the community and serves on the board of directors for Tree Pittsburgh, an environmental non-profit organization dedicated to enhancing the City of Pittsburgh's vitality by restoring and protecting city trees.

Raelin Musuraca

Assistant Teaching Professor, Human-Computer Interaction Institute, School of Computer Science, Carnegie Mellon University

Raelin is a researcher and strategist with more than 20 years of experience helping companies develop a deep understanding of their customers through human-centered research and design. By examining the full customer journey, Raelin turns research insights into actionable initiatives designed to improve the customer experience with a focus on increasing revenue, decreasing costs and elevating shareholder value.

Currently, Raelin is an assistant teaching professor in the Human-Computer Interaction Institute (HCII) at Carnegie Mellon. Her goals are to help students build a strong methods-based foundation, develop critical thinking and empathic skills, and understand the drivers of business value. Prior to joining Carnegie Mellon, Raelin managed customer experience efforts at American Eagle Outfitters, where she led the Voice of the Customer program and Customer Journey Mapping initiatives. Raelin also led client experience strategy at BNY Mellon and through her own digital firm Sharp Creative consulted with retail, hospitality and consumer product companies.

Paul Pangaro

Professor of Practice, Human-Computer Interaction Institute, School of Computer Science, Carnegie Mellon University