Madison/Milwaukee Network: Growing CX Programs with Technology

Come hear local Madison/Milwaukee professionals from Baker Tilly, Rexnord, and Northwestern Mutual share how they’ve grown their CX programs using technology. The three organizations will share about their maturity level, journeys with implementation and kicking off a technology, and lessons learned along the way. See below for speakers and descriptions.

Baker Tilly is within the US Bank Building. There is an attached parking structure accessible via Clybourn St. Parking options and U.S. Bank Parking rates

Chris Hart, Baker Tilly

Chris Hart is the Client Services Director for Baker Tilly, the 11th largest public accounting and consulting firm in the US. He started the firm’s CX program in 2007 using client interviews, adding simple Net Promoter Score surveys in 2008. In late 2019 Baker Tilly went live with a new, more sophisticated CX program, operated on a new technology platform. Chris will talk about what led to the CX program upgrade, the journey to define an approach and build it for launch (considerations, challenges, etc.), and the significant steps ahead to continue the rollout.

Daniel De Lone, Rexnord

Daniel De Lone is the RBS Director of Customer Experience at Rexnord Corporation. Headquartered in Milwaukee, Wisconsin, Rexnord is comprised of two strategic platforms, Process & Motion Control and Water Management, with approximately 7,000 employees worldwide. The Process & Motion Control platform designs, manufactures, markets and services specified, highly engineered mechanical components used within complex systems. The Water Management platform designs, procures, manufactures and markets products that provide and enhance water quality, safety, flow control and conservation. He was appointed to the role in 2018 and began to re-engineer the companies CX process and methodologies as well as launch a new CX technology platform. Rexnord has now been live on the new CX platform for three quarters, and there has been many insights gained and improvements made - all in the effort to increase Customer Loyalty through the facilitation of Continuous Improvement.

Daniel will also talk about what led to the CX program upgrade, the preparation needed to launch and lessons learned from deploying a new technology. He will also discuss his approach for how they are and will be growing the insights in an experiential ecosystem of data.

Melissa Kaminski, Northwestern Mutual

Melissa Kaminski helped design and operationalize Northwestern Mutual’s VoC capabilities developing a comprehensive client experience research program that continues to evolve. She spent the earlier part of her career in market research and has since leveraged that skillset to build research programs grounded in actionable insights that focus on the client. Melissa has been at Northwestern Mutual for the past 10 years and previously worked for Wells Fargo.

Melissa will be talking about the evolution of Northwestern Mutual’s Voice of Customer program and some of the team’s focus areas moving into 2020. She’ll touch on how they’ve gotten where they are today (including a few lessons learned) and why it’s important to check-in and continually assess your program’s progress.

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