Comparison of Participating Organizations' CX Team Structures, Roles and CX Metrics Used
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.
- 12:00 PM
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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 at our July Kickoff meeting.
First, we'll compare the CX roles that have been designated in participating organizations, the structures of their CX teams (both formal and informal) and the alignment of CX function/activities within organizations.
For our second discussion, we'll delve into the CX metrics organizations are using, why they selected them and how they are used.
We hope you'll join us to continue getting to know fellow participants in the SIG and to share your organization's approach and experience with respect to these "foundational" CX 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.
Agenda Items
| 9:00 AM | Welcome and Opening Remarks |
| 9:10 AM | Results of Topic Survey |
| 9:20 AM | Plan for Today |
| 9:30 AM | Comparison of Organizations' CX Roles, Team Structures and Alignment - Breakout Groups |
| 10:20 AM | Break |
| 10:30 AM | CX Metrics Used by SIG Members - Breakout Groups |
| 11:00 AM | CX Metrics Experiences Discussion - Full Group |
| 11:50 AM | Wrap Up and Next Meetings Preview |
| 12:00 PM | Adjourn |
Additional Information
Location: BlackboardContact: Events Team, events@uwebc.wisc.edu