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 or 608-261-1161.

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

Next Meeting

Information on the next meeting is coming soon.

Steering Committee

Anita Ashland

Anita Ashland
Customer Experience Analyst
NeuGen, LLC

Daniel DeLone

Daniel De Lone
Director of Customer Experience

Michelle Mattson

Michelle Mattson
Director of Customer Experience
WEC Energy Group

Monica Pastrana

Monica Pastrana
Manager of Business Transformation
WPS Health Solutions

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