Heather McNair

Heather McNair

Chief Community Officer, Higher Logic

Heather is a well-regarded thought leader with 20 years in the technology, community management, customer experience fields. She is adept at leveraging technology to increase customer engagement and is a frequent speaker and writer in the industry. At Higher Logic, Heather is focused on redefining the customer success model, with community as its keystone. Prior to this current role, Heather was Director of Client Success, then Vice President of Engagement Strategy.

Previously, Heather launched and managed two successful communities in her roles as vice president of marketing, membership and strategic technologies at the American Association of Nurse Assessment Coordination, and senior manager of member engagement at the Medical Group Management Association. MGMA’s community launched in 2008 at the early onset of online communities for the association space, and many techniques Heather founded from that launch emerged as foundational best practices for Higher Logic clients today.

Five Keys to Disrupting and Measuring Member Engagement

Wednesday, October 24
Time: 11 AM to 12 PM

This session looks at the results of a detailed study of engagement data of more than 10 million members from over 1000 associations. The MGI & Higher Logic Association Community Benchmarking Report was created to identify what works best for different types of associations. This session will define the different types of member engagement, explore cutting-edge member engagement strategies and show how to measure and track member engagement. It will also explore case studies that discuss the member journey and how to map engagement opportunities into a personalized, meaningful member experience. Walk away with a meaningful list of action items and benchmarking data (including the report itself) as well as a list of best practices surrounding the most common member journeys.

Learning Objectives

  • Discover what types of engagement works best for different types of members
  • Explore which industry demographics are more (or less) conducive to online engagement
  • Review how to create the perfect journey map and use this as a driver for automating the optimal member experience


Deliver Value to Members and Stakeholders