When Edwin “Ed” Bodensiek was named Chief Experience Officer of Maryland powerhouse Miles & Stockbridge in 2016, he became the first CXO in the Am Law 200. In this role, Ed leads the charge on delivering a comprehensive, premier client service experience for the firm. His key focus has been aligning the voice of the client to the firm’s strategy and services, as well as enhancing employee experience through culture design.
Before developing a CX model for big law, Ed served as head of brand and communications for Select Medical (NYSE: SEM). In 2011, while Ed was building an in-house comms agency for the national healthcare giant, the company’s CEO asked Ed to help design a sweeping change management effort around patient and employee experience. That became the Select Medical Way, the defining touchstone of how the $5 billion company does business today – with patients and colleagues at its core. It was in this dual role that Ed became convinced that CX was the next evolutionary step for branding. Through CX, Ed sees a more authentic way to sharpen organizational purpose and shape customer interaction, before going to market.
Ed’s background include communications and marketing leadership roles with the U.S. Fulbright Scholar Program, Johns Hopkins University, and JA Worldwide. Ed was also a presidential appointee with the U.S. Department of the Treasury.