As the divide between digital and non-digital experiences blurs more each year, UX teams are playing an increased role at companies that focus on customer experience. User Experience is concerned with the research, design and development of digital properties or software applications. The term Customer Experience describes all the touch points that a customer has with your brand, regardless of whether the experience happens online or offline. While the two groups share similar goals, it can be argued that UX teams are not only better at designing experiences, but also at uncovering which experiences matter most to your customers. In this session, we’ll uncover at how your UX team can unite your company’s CX initiatives with your UX design strategies to focus your organization on the experiences that matter most.
Heidi Munc leads the User Experience team at Nationwide where she has assembled and led cross-functional teams that align business goals with user goals. She is a tireless advocate for both user-centered design and getting designers a seat at the table. Heidi and her team are accountable for experience strategy, design research, and creative for digital assets used by consumers, agents, advisors, call center representatives and other internal associates across the Nationwide Enterprise. They are currently building a CX framework that will be used by everyone at Nationwide.
6:00 - 6:30pm: Food, Networking
6:30 - 7:30pm: Presentation
7:30pm-8pm - Q&A, networking, etc.
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