Heidi Munc

Associate Vice President, User Experience
Nationwide

Heidi Munc is a user experience specialist, digital designer and creative problem solver. Over the past 20 years, Heidi has worked as a traditional graphic designer, creative director and digital design director. She now leads a team of 70+ user experience professionals at Nationwide.
As AVP of User Experience, Heidi has assembled and led cross-functional teams that align business goals with user goals and deliver great user experiences. Heidi and her team are accountable for user experience research, strategy and creative for websites and software applications used by consumers, agents, advisors, call center representatives and other internal associates across the Nationwide Enterprise.

In her spare time, Heidi enjoys spending time with her husband and two children. She also enjoys designing/making/building everything from parade floats, to elaborate costumes, to giant stuffed animals.

Check out the incredible speaker line-up to see who will be joining Heidi.

Download The Latest Agenda

Customer Experience Innovation & Disruptors

Monday, June 6th, 2016

10:10 PANEL: Tips, Tricks And Methodologies That CX Can Apply From UX

As the customer experience discipline continues to evolve, many CX executives are realizing that user experience methodologies can be applied to wider CX efforts. In this panel, hear from a diverse group of UX executives as they describe how some of the tips, tools and tricks they’ve learned from UX have been rolled out to their CX teams.

11:25 PRESENTATION: Novel Approaches to VoC— Harnessing User Experience- Based Methodologies

User Experience is concerned with the research, design and development of digital properties or software applications. The term “Customer Experience” describes all of the touch points that a customer has with your brand. While the two share similar goals, they use different processes. Recently, however, companies are leveraging their UX teams methodologies to compliment their CX teams. In this way they are better able to understand their customer needs and translate those insights into actionable design criteria. In this presentation you’ll learn:

How to leverage key UX methodologies for offline experiences
How doing so helps drive consistency through channels
How to best share research and insights across teams