UWEBC

Assessing Customer Experience Program Maturity, Developing a Program Strategy and Making a Business Case for Investments in Customer Experience Measurement and Improvement

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

Event Assets

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  • UWEBC Presentation Slides: CX Measurement and Action Planning thumbnail
    UWEBC Presentation Slides: CX Measurement and Action Planning File Type: PDF
  • Andrew Reise Presentation Slides: VOC Maturity thumbnail
    Andrew Reise Presentation Slides: VOC Maturity File Type: PDF
  • Breakout Group 1: Making a Business Case for CX Investments thumbnail
    Breakout Group 1: Making a Business Case for CX Investments File Type: PDF
  • Breakout Group 2: Making a Business Case for CX Investments thumbnail
    Breakout Group 2: Making a Business Case for CX Investments File Type: PDF
  • Breakout Group 3: Making a Business Case for CX Investments thumbnail
    Breakout Group 3: Making a Business Case for CX Investments File Type: PDF
  • Breakout Group 4: Making a Business Case for CX Investments thumbnail
    Breakout Group 4: Making a Business Case for CX Investments File Type: PDF
  • PDF default thumbnail
    Andrew Reise Presentation: VOC Maturity File Type: Video
  • PDF default thumbnail
    UWEBC Presentation: CX Measurement and Action Planning File Type: Video

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 compare participating organizations' approaches and practices with respect to several CX topics identified as being of high interest to participants at our July Kickoff meeting.

  • Assessing customer experience measurement program maturity and developing a measurement strategy
  • Making a business case for investments in customer experience measurement and improvements

We'll begin the morning by gaining insight into assessing CX measurement maturity and developing a measurement strategy roadmap from Joe Piette, VP of Customer Experience with Andrew Reise Consulting – a leading CX strategy and VoC advisory firm. Then, after a Q&A conversation with Joe, we'll break into small groups to discuss and compare approaches to justifying CX measurement-related investments.

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, Orientation and Opening Remarks
 
9:15 AM Meet "Virtual Tablemates"
 
9:30 AM Assessing CX Measurement Program Maturity and Developing a Strategic Roadmap
  SME Insight from Joe Piette - VP of Customer Experience, Andrew Reise
10:00 AM Q&A Conversation with Joe Piette + Maturity Assessment Experiences Discussion
 
10:30 AM Break
 
10:40 AM Small Group Discussions: Making the Case for CXMAP-Related Investments
 
11:30 AM Share Highlights from Small Groups + Full Group Discussion
 
11:55 AM Closing Remarks
 
12:00 PM Adjourn
 

Additional Information

Location: Zoom
Contact: Events Team, events@uwebc.wisc.edu