Maxie Schmidt, Ph.D.
Maxie Schmidt is a Principal Analyst at Forrester, serving Customer Experience Professionals. She leads Forrester’s research on CX measurement. Her work focuses on questions like how to measure CX, how to tie CX quality to financial outcomes (AKA how to make the case for CX), andinnovation in CX measurement and VoC programs. Follow her on Twitter @maxieschmidt.
Most firms love to talk about the value of customers but don’t get value for customers right. What can companies gain if they understand value…
Let’s face it, most CX measurement programs could use a revolution – AI or other. Because CX measurement programs are: Crumbling: CX measurement relies too...
Of course you should use journey map to define CX metrics: It’s the only way to define outside-in CX metrics that: Capture important pain or...
Tying CX performance to monetary incentives backfires. Every time (paywall). Often in spectacular, unforeseen ways. And while we have seen some firms take the...
What’s the future of CX? How will Artificial Intelligence (AI) help break through the customer experience ceiling (paywall)? How must CX professionals like you...
If you are like other CX pros, at some point in your career you’ll encounter the “money question.” Your CEO will ask you: “What's...