Customer Experience Measurement and Action Planning
Special Interest Group

Gain new ideas for improving your organization’s methods and processes for customer listening, insight discovery and action planning to improve customer experience.

Customer Experience (CX) is defined by many as how customers perceive their interactions with your company, and any serious effort to understand and improve CX must begin with listening to and measuring customers’ perceptions. The Customer Experience Measurement and Action Planning Special Interest Group (SIG) is a collaborative learning forum for the individuals who are responsible for, or directly involved in this work at UWEBC member companies. Geared for organizations that take a deliberate approach to monitoring and improving CX, over the course of several sessions, this SIG will provide an opportunity for participants to:

  • Discuss topics of interest related to customer listening, experience data analysis, dissemination of insights across the organization and action planning.
  • Discover new ideas to improve and enhance their organizations’ CX outcomes by learning about effective strategies, practices, processes and tools utilized by members of the group to measure, analyze and act on insights from customer listening activities.
  • Meet fellow CX measurement professionals and develop a trusted network of peers to tap into on an on-going basis.

Participation in the CXMAP SIG is reserved for UWEBC members with responsibility for, or direct involvement in collecting or analyzing voice of the customer, behavioral and/or operational data for enabling their companies to take action based on insights derived from that data. If you would like to learn more about the CXMAP SIG, please review the SIG’s charter document and/or contact UWEBC Customer Service Practice Director Matthew Cone at matthew.cone@uwebc.wisc.edu or 608-263-0635.

Read the Customer Experience Measurement and Action Planning SIG charter document»

Next Meeting

Customer Experience Measurement and Action Planning Special Interest Group Virtual Meeting 

Developing, Incorporating and Evaluating the Effectiveness of CX Improvement Actions 
July 28, 2022 09:00 AM - 12:00 PM 
 
Details»
Description:

At this session, our Customer Experience measurement journey will culminate with a look back on our work to move forward with distinct actions for improvement. Come with your experiences and questions on these CX topics identified as being of high interest to participants in the group:

  • Developing CX improvement action plans (at macro and micro levels) and acting on these plans
  • Evaluating the effectiveness and impact of CX improvement actions
  • Incorporating CX improvement strategies/practices into employee training and development

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 Matthew Cone.


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Contact:
Events Team, (608) 263-0635, events@uwebc.wisc.edu 

Steering Committee

Michelle Mattson

Michelle Mattson
Director of Customer Experience
WEC Energy Group

Monica Pastrana

Monica Pastrana
Manager of Operational Excellence
WPS Health Solutions

Mike Statz

Mike Statz
Director, Customer Insights and Research
Colony Brands

Roger PaulsonQuestions about the Customer Experience Measurement and Action Planning SIG? Contact Practice Director Matthew Cone at matthew.cone@uwebc.wisc.edu
or 608-263-0635.

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