Live Chat Software
January 2020
Nashville, TN

Heidi Munc


AVP, User Experience
Nationwide

Day Three - Main Conference & Expo: Thursday, 17th January 2019

Thursday, January 17th, 2019


12:00 PM UX Methods for Improved Call Volume: How to Leverage Human-Centered Design with Process Improvement

  • Facilitate cross-functional design thinking workshops to elevate empathy
  • Address operational challenges while remaining customer-centric
  • Deliver cost savings in tandem with excellent experiences in the contact center

Day Four - Main Conference & Expo: Friday, 18th January 2019

Friday, January 18th, 2019


8:20 AM HOLISTIC CX PANEL: Bridge the Siloes of Experience Design and Delivery

Customer experience lives so far and beyond the contact center or customer functions, culminated as the sum of all touchpoints a user or customer has with an organization. These interactions are shaped by the C-level, operations, organizational development, experience design, and of course, customer titles of all types. This panel takes a holistic view of the customer journey, examining unique enterprise functions, how the influence customer experience, and most importantly how they strive to collaborate with those affecting holistic touch points.

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

Download The Latest Agenda