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 Roger Paulson at roger.paulson@wisc.edu or 608-261-1161.

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

Next Meeting

Customer Experience Measurement and Action Planning Special Interest Group Web Meeting 

Methods and Channels Used for Collecting CX Data and Designing Surveys 
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. 
Details»
Description:

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 take up two CX topics identified as being of high interest to participants in the group.

First, we'll discuss and compare participants' practices with regard to methods and channels used to collect customer experience data.

For our second discussion, we'll delve into the approaches members of the group have used to design customer survey instruments.

We hope you'll join us to share and discuss practices with respect to these important customer experience topics!

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.

 
Contact:
Events Team, , events@uwebc.wisc.edu 

Steering Committee

Michelle Mattson

Michelle Mattson
Director of Customer Experience
WEC Energy Group

Monica Pastrana

Monica Pastrana
Manager of Business Transformation
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 Roger Paulson at roger.paulson@wisc.edu or 608-261-1161.

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