Nikki Pampalone

Sr. Director, Customer Experience Nationwide

Nikki has extensive experience helping companies understand customers – their needs, mindsets, behaviors, and motivations – through data and research insights, creative storytelling, experience strategies, and design tools such as journey maps, experience principles, and experience rooms. She brings the customer's point of view to business decisions in a compelling way and aligns disparate groups across the enterprise toward collectively solving a customer's unmet need. She is constantly advancing how to measure customer satisfaction and connect the value of experience improvements to ROI. Currently, Nikki leads Nationwide’s Customer Experience team focused on elevating customer experience through collaboration with enterprise teams on data-driven customer insights, goal state CX designs, and education efforts on CX frameworks and best practices.