Customer Experience Measurement and Action Planning Special Interest Group Web Meeting 

Tapping Into Unstructured and Operational Data for CX Insights + CX Data Collection and Management Tools Used by Members 
September 16, 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. 

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

  • Collecting and working with unstructured CX data (e.g. open-ended survey responses, social media comments, etc.)
  • Operational data members use to gain insight in CX
  • Tools and vendors members use for CX data collection and management

We'll begin with an informative talk around sources, beneficial uses cases and methods for working with unstructured CX data (often appended with operational data) from the perspective of an expert: Nick Stroud, VP of Customer Operations with Thematic (a leading unstructured CX data analysis services provider). Following Nick's comments, we'll learn about approaches to leveraging unstructured and operational data in a discussion with three CX program leaders in our group (Michelle Mattson/WEC Energy Group, Monica Pastrana/WPS Health Solutions and Mike Statz/Colony Brands), as well as hear about the methods, experiences – and unstructured data aspirations – of other CX practitioners in the Zoom room (you!). Finally, we'll wrap up the morning by sharing and comparing notes on the technology tools and vendors being used by participants in the group to collect and manage CX data.

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 Subject Matter Expert Insight: Thematic
  Nick Stroud – VP, Customer Operations
10:00 AM Break
10:10 AM Practitioner Panel Conversation
  - Michelle Mattson – Director of Customer Experience & Digital Services, WEC Energy Group

- Monica Pastrana – Manager of Operational Excellence, WPS Health Solutions

- Mike Statz – Director of Customer Insights & Research, Colony Brands
11:00 AM Participant Experience and Practice-Sharing Discussion
  - Have others in the group had experience working with unstructured and operational data in the CX context?

- What are the "use cases" and how have they approached them?

- What are participants' aspirations for tapping into unstructured and operational data?
11:20 AM Sharing and Discussion about CX Tools and Vendors
  - What tools and vendors are participants' organizations using to collect and manage CX data?

- What have been their experiences with those tools and vendors?
11:55 AM Closing Remarks and Wrap-Up
12:00 PM Adjourn
Events Team, , 
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