On April 16, 2026, UWEBC hosted a Customer Experience-focused session titled Measuring What Matters: Moving from Metrics to Meaningful Outcomes. Led by Matthew Cone of UWEBC and featuring Mathew Snyder of the Customer Care Measurement & Consulting (CCMC), the session brought together members for a practical, thought-provoking discussion on a familiar challenge: how to move beyond reporting metrics to driving meaningful business outcomes.
The conversation centered on a critical shift many organizations are grappling with: moving from simply tracking customer experience metrics like NPS and satisfaction scores to understanding what those numbers actually mean for loyalty, retention, and revenue. While most organizations have no shortage of data, the real challenge lies in translating that data into decisions and action.
Matthew Snyder opened the session by framing the problem: organizations often invest heavily in collecting feedback but struggle to connect those insights to tangible business impact. This creates a disconnect where dashboards are full, but direction is unclear. The goal of the session was to bridge that gap—helping participants rethink how they measure success and prioritize improvement efforts.
The spotlight presentation from Mathew focused on practical frameworks for linking customer feedback to business outcomes. He emphasized that not all metrics are created equal—and that organizations need to focus less on aggregate scores and more on the underlying drivers of customer behavior.
A key concept Snyder introduced was identifying customers’ most serious problems and quantifying their impact. Rather than treating all feedback equally, he encouraged participants to isolate the issues that matter most to customers and analyze how those specific pain points influence loyalty metrics such as repurchase intent and likelihood to recommend.
From there, Snyder walked through how organizations can calculate “market at risk”—a way to estimate the potential business impact of unresolved customer issues. By connecting specific problems to declines in loyalty or satisfaction, teams can better prioritize which improvements will deliver the greatest return.
“Not all problems are equal. The real value comes from understanding which issues actually drive customers away.” — Mathew Snyder.
Another key theme was the importance of key driver analysis. Snyder explained how organizations can use this approach to identify which aspects of the customer experience have the highest impact and where performance gaps exist. This enables teams to focus their efforts on areas with both high importance and low satisfaction—where improvements will matter most.
The session also addressed a common challenge: how to communicate insights from customer data effectively. Snyder advocated for a balanced approach—distilling findings into clear, actionable priorities while still making deeper insights available for those who need them. Rather than overwhelming stakeholders with data, the goal is to highlight the 3–5 most critical takeaways that should drive action.
“What are the three to five things leaders actually need to know—and what should they do about them?” — Mathew Snyder
Participants also explored how to communicate results when organizations may not fully meet customer expectations. Snyder emphasized transparency, clarity, and focusing on what can be improved, rather than attempting to address every concern equally.
The session concluded with an interactive Q&A, during which participants shared their challenges with survey design, prioritization, and stakeholder communication. These discussions reinforced a common theme across organizations: success in customer experience is not about having more data—it’s about making better decisions with the data you already have.
Overall, the event highlighted a clear takeaway for UWEBC members: metrics alone are not the goal. The real value lies in connecting those metrics to meaningful outcomes—customer loyalty, business impact, and informed action.
UWEBC members can view the full event recording and download assets from this event here: https://uwebc.wisc.edu/uwebc-events/e18bd68b-bb00-f111-807e-005056b0b30d/