Sarah Zepnick is an independent marketing and customer experience (CX) consultant. Prior to her role as a consultant, Sarah worked at Madison Gas and Electric (MGE) as the customer experience manager. During her time at MGE, she worked closely with the contact center and new products and services to understand customers’ needs and expectations through their entire journey with the utility. She also served as the CX business lead for the utility’s customer information system (CIS) implementation for which MGE received recognition as the CS Week 2022 Expanding Excellence Award for Best CIS Implementation. Her experience with business process analysis, CX strategy, and customer journey mapping have given her a unique, holistic understanding of how customers interact with their utility and how to create a strategy that’s responsive to changing customer expectations.
Before joining MGE, Sarah worked as a business analyst in the healthcare industry, where she advocated for patient care through the use of process analysis and data-supported decision-making.
Sarah has a degree in mathematics from the University of Wisconsin and a tenacity for continuous improvement that has fueled her career in the space where customer journeys and data intersect.