Maxie Schmidt-Subramanian

Value For Customers: The New Frontier For CX Professionals

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 for customer? What is a CX pro's role?

The AI Revolution in CX Measurement

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 much on surveys. But transactional surveys capture only between 2% and 7.5% of interactions. And survey response rates are declining...

Making Journey Maps Useful: CX Measurement Edition

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 peak points Measure the right CX drivers Align operational metrics with customers’ expectations (e.g., how you measure delivery times). But…

Don’t Pay Employees For Delivering Good CX – Why Monetary CX Incentives Drive Worse...

Tying CX performance to monetary incentives backfires. Every time (paywall). Often in spectacular, unforeseen ways. And while we have seen some firms take the leap into a world without monetary CX incentives, tying accountability for CX to money is still a common shortcut in...

Artificial Intelligence Needs Real Empathy To Succeed In CX

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 evolve their skills? We found a surprising - and not so surprising - answer when the Boston CXPA team celebrated...

Drive revenue with great customer experience

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 an improvement in our customers’ experience worth in dollars and cents?” And it’s likely that you won’t have a (good...

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