Maxie Schmidt-Subramanian

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...

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...

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...

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...

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...

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