Customer Experience Measurement and Action Planning Special Interest Group Web Meeting 

Designing CX Surveys and Channels / Methods Used for Collecting CX Data 
June 17, 2021 09:00 AM - 12:00 PM 
Learn new ideas for enhancing and optimizing the value of your organization's customer listening and experience improvement efforts through discussion and practice-sharing with fellow practitioners. 

The health and safety of our members is the UWEBC’s top priority. UW–Madison is monitoring the COVID-19 situation in collaboration with local, state and federal agencies. Based on campus' guidance, this meeting will be conducted as an interactive virtual session (including full group and small group/breakout discussions) to allow our members a convenient and safe way to attend.

At this session, we'll discuss and compare members' approaches around two CX topics identified as being of high interest to participants in the group:

  • Designing effective customer experience surveys
  • Methods and channels used for collecting customer experience data

The morning will begin with perspective and insight from survey design expert David Ham, Program Director at the CFI Group (whose founder developed the well-known American Customer Satisfaction Index). Then, we'll learn about Northwestern Mutual Insurance's approach to survey design in a Member Practice Spotlight from Melissa Kaminski, Assistant Director of Enterprise Client Experience. Following the presentations, we'll break into smaller groups for interactive sharing and discussion around participant organizations' experiences with regard to designing surveys, as well as methods and channels employed to gather CX data.

We hope you'll join us!

Who Should Attend: Participation in this SIG is by invitation only and is limited to those with responsibility for, or direct involvement in collecting, analyzing Voice of Customer, behavioral and/or operational data for enabling their organizations to take action based on insights derived. All participants are required to register. To learn more about the Customer Experience Measurement and Action Planning SIG or to register, please contact Roger Paulson.

Agenda Items:
9:00 AM Opening Remarks and Plan for the Morning
  Roger Paulson – UWEBC Customer Service Practice Director
9:15 AM SME Insight: CFI Group
  David Ham – Program Director
10:00 AM Member Practice Spotlight: Northwestern Mutual Insurance
  Melissa Kaminski – Assistant Director, Enterprise Client Experience
10:40 AM Break
10:50 AM Breakout Discussions Introduction and Instructions
  Roger Paulson – UWEBC Customer Service Practice Director
11:00 AM Breakout Discussions (Member Practice & Experience Sharing)
11:45 AM Share Highlights from Breakout Discussions
  2 minutes / group
11:55 AM Closing Remarks and Wrap-Up
12:00 PM Adjourn
Events Team, , 
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