Measuring What Matters

In a high-stakes business landscape, customer experience (CX) has evolved from a "soft" metric into a critical revenue driver and strategic growth lever. Organizations that prioritize meaningful outcomes over mere scores see up to 41% faster revenue growth and 51% better customer retention than their lagging competitors. With the rise of Agentic AI—autonomous systems capable of handling complex, end-to-end workflows—the ability to move beyond retrospective surveys and connect experience directly to financial reality is no longer a luxury; it is an urgent competitive necessity for sustainable growth in 2026.

However, executing this transition is notoriously difficult because traditional indicators like the Net Promoter Score (NPS) are in a state of crisis, with response rates in "free fall" and up to 85% of customers remaining "invisible" to traditional measurement. There is a persistent linguistic divide in many organizations: CX teams advocate for "satisfaction," while financial leaders demand "EBITDA" and "ROI," often resulting in CX projects being disqualified during budget season for failing to demonstrate hard causality. Integrating "X-data" (sentiment) with "O-data" (operational performance) remains a complex architectural challenge that requires breaking down deeply entrenched organizational silos that protect their own data domains.

Joining our UWEBC peer learning event provides a unique, collaborative platform to navigate these challenges through cross-industry exchange and practical case studies from leading Wisconsin companies. Our "secret sauce" lies in bringing together practitioners to share actionable ideas and "close the loop" on real-world implementation hurdles that cannot be solved in isolation. By collaborating with colleagues facing similar business pressures, you will see examples of the translational skills needed to bridge the gap between customer sentiment and the P&L, effectively transforming CX into a strategic, profit-generating engine for your enterprise.

We’ll hear from Mathew Snyder, Senior Research Manager of Customer Care Measurement & Consulting, who will highlight what it takes to connect Customer sentiment to the bottom line, and we'll hear from Jenn Michels, Director of Experience Management of Mercury Marine, on her team's efforts to align their work across the organization to the metrics that matter most.

9:00 Welcome and Introductions

9:20 "Survey Fatigue Is The Symptom – Bad Design Is The Disease
Expert Contribution - Mathew Snyder of Customer Care Measurement and Consulting"

10:05 Break

10:10 "From Cost Center to Business Driver

Member Spotlight - Jennifer Michel of Mercury Marine"

10:55 The “Moment of Truth” Prioritization Activity

11:20 Breakout Discussions

11:55 Wrap up

12:00 Adjourn