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) was a collaborative learning forum for the individuals who were 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 provided 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 was 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.

This SIG concluded July 2022.

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

Participating Companies

Alliant Energy
Amcor Flexibles North America
American Family Insurance
Ariens Company
Associated Bank
Badger Meter
Brady Corporation
Brunswick Corporation
Church Mutual
CNH Industrial
Colony Brands
CROPP / Organic Valley
CUNA Mutual Group
Delta Dental of Wisconsin
Demco
EDCi
Encapsys
Exact Sciences
FarWell
Foot Locker
Foremost Farms USA
Furniture & ApplianceMart / Ashley HomeStore
GE Healthcare
Great Lakes Educational Loan Services
Harley-Davidson
Hy Cite
Inpro
J.J. Keller & Associates
Jewelers Mutual Insurance Company
Laughlin Constable
Mandli Communications, Inc.
Mason Companies

Master Lock Company
MGE
Miller Electric Mfg. Co.
Milliken & Company
National Guardian Life Insurance Company
NeuGen, LLC
Northwestern Mutual
ORBIS Corporation
Oshkosh Corporation
pc/nametag
Regal Rexnord
Roastar
Rockwell Automation
SAP
SC Johnson
Schneider
Sentry Insurance
Spectrum Brands
Springs Window Fashions
SSM Health
Sub-Zero Group, Inc.
TDS
Thrivent
Tormach Inc.
UW Health
VF Corporation
Vollrath
WEC Energy Group
Werner Electric
Wick Buildings
Wm. K. Walthers, Inc.
WPS Health Solutions
Zendesk

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.

Thank you to our 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

© 2000-2022 UW E-Business Consortium, University of Wisconsin-Madison. All rights reserved. Site credits»