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CX-Talks - Insights, Technologie und Management für bessere Customer Experience
CX-Talks - Insights, Technologie und Management für bessere Customer Experience#154 Forrester Predictions 2026. Maxie Schmidt im Gespräch mit Peter PirnerMaxie Schmidt (Vice President & Principal Analyst bei Forrester) im Gespräch mit Peter Pirner 2026 wird zum Lackmustest für CX-Teams: Reicht ein gutes Dashboard noch aus – oder braucht es deutlich mehr? In dieser Episode diskutieren Maxie Schmidt und ich die Forrester Predictions 2026 und zeigen, wie CX-Teams mit KI-Kompetenz, Analytics und Designsystemen echten Business-Impact schaffen können. Ideal für alle, die ihre Rolle über Score-Reporting hinaus schärfen wollen. 3 Key Takeaways: Score-Obsession ohne Wirkung führt CX-Teams in die Austauschbarkeit – Advanced Analytics mit Business-Fokus macht sie unverzichtbar. KI in Research und Service braucht AI Fluency, erfahrene Forscher un...
2026-01-0643 minThe CX Cast
The CX Cast433: Practitioner Stories: From Monopoly Mindset To Customer Centricity At AmdocsTzachi Ben-Sasson, Head of Global Voice of the Customer at Amdocs, and VP principal analyst Maxie Schmidt join Angelina to discuss the evolution of Amdocs and its approach to customer engagement through its voice-of-the-customer program. Tzachi shares insights on how Amdocs transitioned from a monopoly mindset to a customer-centric approach, emphasizing the importance of understanding customer feedback and its impact on revenue.
2025-12-1635 minThe CX Cast
The CX Cast433: Practitioner Stories: From Monopoly Mindset To Customer Centricity At AmdocsTzachi Ben-Sasson, Head of Global Voice of the Customer at Amdocs, and VP principal analyst Maxie Schmidt join Angelina to discuss the evolution of Amdocs and its approach to customer engagement through its voice-of-the-customer program. Tzachi shares insights on how Amdocs transitioned from a monopoly mindset to a customer-centric approach, emphasizing the importance of understanding customer feedback and its impact on revenue.
2025-12-1635 minThe CX Cast
The CX Cast431: Metrics Obsession – Fixing Dysfunctional CX MeasurementAngelina is joined by VP, principal analyst Maxie Schmidt to dive deep into the phenomenon of metrics obsession in organizations, exploring why it happens, its symptoms, and how CX leaders can move from dysfunctional measurement practices to a culture of measurement mastery. Drawing on their keynote experiences and research, they discuss the impact of metrics on employee experience, organizational culture, and customer outcomes.
2025-12-0237 minThe CX Cast
The CX Cast431: Metrics Obsession – Fixing Dysfunctional CX MeasurementAngelina is joined by VP, principal analyst Maxie Schmidt to dive deep into the phenomenon of metrics obsession in organizations, exploring why it happens, its symptoms, and how CX leaders can move from dysfunctional measurement practices to a culture of measurement mastery. Drawing on their keynote experiences and research, they discuss the impact of metrics on employee experience, organizational culture, and customer outcomes.
2025-12-0237 minCX-Talks - Insights, Technologie und Management für bessere Customer Experience
CX-Talks - Insights, Technologie und Management für bessere Customer Experience#149 Die Customer Journey Analyse - So misst man richtig. Maxie Schmidt (Forrester) bei Peter PirnerMaxie Schmidt (VP und Principal Analyst, Forrester) im Gespräch mit Peter Pirner In dieser Episode von CX Talks diskutiere ich mit Maxie Schmidt, VP und Principal Analyst bei Forrester, die Messung und Analyse der Customer Journey. Wir beleuchten verschiedene Perspektiven auf die Customer Journey, die Bedeutung von Zielerreichung und Emotionen sowie die Unterschiede in der Wahrnehmung von Kunden in verschiedenen Branchen, insbesondere im Bankensektor. Die Rolle von Kanälen und die Herausforderungen der digitalen Interaktion werden ebenfalls thematisiert. In dieser Episode wird die Analyse der Customer Journey umfassend behandelt. Es werden wichtige Treiber in der Kundenbewertung id...
2025-10-1447 minBusiness Transformation Pitch with The CX Goalkeeper
Business Transformation Pitch with The CX GoalkeeperBeyond the Theory: Creating Meaningful Experiences with Sam SternSam Stern shares his unique perspective on bridging strategic insights with practical execution. He dives deep into the nuances of translating feedback into internal improvements at LinkedIn, highlighting the value of member voices in shaping user-centric solutions. Sam underscores the importance of emotional memory in customer experience design, emphasizing that people remember how moments felt more than they recall the details. Drawing inspiration from psychological principles like the Peak-End Rule, he illustrates how LinkedIn designs experiences that create memorable moments during major career milestones—such as job changes or layoffs—strengthening user engagement and loyalty. Sam also shares how serv...
2025-09-0130 minCX-Talks - Insights, Technologie und Management für bessere Customer Experience
CX-Talks - Insights, Technologie und Management für bessere Customer ExperienceCX-Talks Summer Classics 03: Warum Bonussysteme im CX Management nicht funktionierenMaxie Schmidt (Forrester) bei Peter Pirner, Erstveröffentlichung 2022 Die dritte Summer Classics Folge ist aus der Reihe Forrester Insights, in der ich mich seit Jahren regelmäßig mit Maxie Schmidt unterhalten darf. Über ein Thema haben wir uns beide in vielen Diskussionen schon unendlich aufgeregt: Bonussysteme auf Basis von Kundfeedback. Und wir waren uns schnell einig, dass wir dazu eine Folge machen wollten. Diese war eine der erfolgreichsten Folgen im Jahr 2023.
2025-08-0538 minThe CX Cast
The CX Cast407: Why People BuyAngelina and Martin are joined by returning guests Maxie Schmidt and Dipanjan Chatterjee to explore the fascinating psychology and data behind consumer purchasing decisions. Drawing from their latest Forrester research, we unpack why people say they buy versus why they actually do—and how brands can use this knowledge to better serve their customers. We discuss: Why traditional surveys fall short and how to uncover real motivations How the MaxDiff method can be used to identify primary, secondary & situational purchase drivers Cross-country and category insights and the four buyer segments   To illustrate, purchase driver rankings for cosmetics and beauty and purchas...
2025-06-1024 minThe CX Cast
The CX Cast407: Why People BuyAngelina and Martin are joined by returning guests Maxie Schmidt and Dipanjan Chatterjee to explore the fascinating psychology and data behind consumer purchasing decisions. Drawing from their latest Forrester research, we unpack why people say they buy versus why they actually do—and how brands can use this knowledge to better serve their customers. We discuss: Why traditional surveys fall short and how to uncover real motivations How the MaxDiff method can be used to identify primary, secondary & situational purchase drivers Cross-country and category insights and the four buyer segments   To illustrate, purchase driver rankings for cosmetics and beauty and purchas...
2025-06-1024 minThe CX Cast
The CX CastCX Cast Replay: Paying Employees For CX Is A Bad IdeaOriginally episode 147, this recording kicked off a theme we've continued to cover: employee CX. Show Notes: Originally episode 147, this recording kicked off a theme we've continued to cover: employee CX. VP, Principal Analyst Maxie Schmidt and former CX Cast host Sam Stern dive into how incentivizing better CX scores encourages unintended behaviors, stepping into the shoes of employees who “game the system." The lesson: design the system carefully in the first place to encourage the right behaviors for better CX. Related content: 332: How To Set CX Metrics Goals - Forrester 147: Paying Employees For CX Is A Bad Idea (Part 1) - Fo...
2025-06-0318 minThe CX Cast
The CX CastCX Cast Replay: Paying Employees For CX Is A Bad IdeaOriginally episode 147, this recording kicked off a theme we've continued to cover: employee CX. Show Notes: Originally episode 147, this recording kicked off a theme we've continued to cover: employee CX. VP, Principal Analyst Maxie Schmidt and former CX Cast host Sam Stern dive into how incentivizing better CX scores encourages unintended behaviors, stepping into the shoes of employees who “game the system." The lesson: design the system carefully in the first place to encourage the right behaviors for better CX. Related content: 332: How To Set CX Metrics Goals - Forrester 147: Paying Employees For CX Is A Bad Idea (Part 1) - Fo...
2025-06-0318 minMeikes Raumzeit
Meikes RaumzeitMit Dr. Maxie Schmidt von Forrester über Wertschöpfung durch Customer JourneysIn einer Welt, in der Kundenerlebnisse über Erfolg und Misserfolg eines Unternehmens oder eines Produkts entscheiden, gewinnt die Optimierung von Customer Journeys zunehmend an Bedeutung. Dr. Maxie Schmidt, Vice President und Principal Analyst bei Forrester, teilt in dieser Episode ihre Erkenntnisse darüber, wie Unternehmen Customer Journeys so gestalten können, dass sie sowohl für KundInnen als auch für das Unternehmen Mehrwert schaffen. Von der Definition aussagekräftiger Metriken bis hin zur Überwindung organisatorischer Hürden.
2025-02-0437 minThe Delighted Customers Podcast with Mark Slatin
The Delighted Customers Podcast with Mark SlatinUnderstanding Customer ValueI'm thrilled to host Dr. Maxie Schmidt, a principal analyst at Forrester's Customer Experience Practice. Maxie is a global thought leader in CX measurement and value for customers, and she dives into the significance of customer value metrics. From how companies can effectively measure what their customers truly value, to the intricacies of trust and co-creation, Maxie offers unparalleled insights that are sure to challenge conventional thinking and provide actionable strategies for CX leaders. This conversation stands to be invaluable for anyone eager to foster stronger customer relationships and drive business success through customer-centric strategies. ...
2025-01-3042 minCX-Talks - Insights, Technologie und Management für bessere Customer Experience
CX-Talks - Insights, Technologie und Management für bessere Customer Experience#131 Die Forrester Predictions 2025. Maxie Schmidt bei Peter PirnerMaxie Schmidt (Vice President, Principal Analyst. bei Forrester) im Gespräch mit Peter Pirner Zum Jahreswechsel veröffentlichen viele Unternehmen und Medienhäuser Ausblicke und Prognosen. Leider fallen diese in letzter Zeit eher düster aus, da konnte ein beherzter Schluck aus der Glühweintasse auch nur bedingt Linderung verschaffen. Die wirtschaftliche Lage ist angespannt und wir wissen schon, dass große Veränderungen kommen werden. Von denen können wir viele aber noch gar nicht abschätzen. So richtig Spaß machen solche Prognosen nur denjenigen, die mit einer gesunden Resilienz ausgestattet sind. Alle anderen hören mittlerweile gerne auch mal we...
2025-01-0743 minCX-Talks - Insights, Technologie und Management für bessere Customer Experience
CX-Talks - Insights, Technologie und Management für bessere Customer Experience#127 CX Kennzahlen nutzen - aber richtig! Maxie Schmidt (Forrester) bei Peter PirnerMaxie Schmidt (VP und Principal Analyst bei Forrester) im Gespräch mit Peter Pirner In mehr als 25 Jahren forschungsgestützter CX Beratung habe ich mich immer wieder mit Kunden darüber unterhalten, wie man CX am besten misst. Die letzten 10 Jahre war eine Kennzahl fast immer von Außen oder über das Board bereits gesetzt – der NPS. Die Entscheidung darüber, welche Kennzahl tatsächlich dazu taugt, ein Unternehmen kundenzentrierter zu machen ist aber nicht so ohne Weiteres zu beantworten. Es gibt eine Reihe von Fürs und Widers und man muss sich auch mit seinem Handwerk auskennen...
2024-10-2939 minCX In The Wild
CX In The WildTransforming CX: From Metrics to Meaningful ExperiencesSend us a textIn this episode, we sit down with Maxie Schmidt, a CX expert from Forrester, to dive into the challenges of measuring customer experience. Maxie shares her insights on how traditional metrics, like NPS, often fail to capture the full picture, leading companies to miss the human element of both customer and employee experiences.We explore the risks of over-reliance on data, the role of AI in sentiment analysis, and the importance of using metrics that reflect real CX goals. Maxie’s practical advice will help organizations shift to more meaningful, human-centered me...
2024-10-2233 minThe CX Cast
The CX Cast374: Feedback Is A Touchpoint, TooBrands want customer feedback, and Forrester research shows that customers are willing to give it—when asked properly. But too often, brands will send out a never-ending stream of ill-timed, poorly designed surveys that even the most helpful customer declines to answer. Forrester VP, Principal Analyst Maxie Schmidt joins the podcast to argue the case for treating feedback as a customer touchpoint. Featuring: Maxie Schmidt, VP, Principal Analyst Show Notes: Brands want customer feedback, and Forrester research shows that customers are willing to give it—when asked properly. But too often, brands will send out a never-ending stream of ill-timed, poor...
2024-10-0125 minThe CX Cast
The CX Cast374: Feedback Is A Touchpoint, TooBrands want customer feedback, and Forrester research shows that customers are willing to give it—when asked properly. But too often, brands will send out a never-ending stream of ill-timed, poorly designed surveys that even the most helpful customer declines to answer. Forrester VP, Principal Analyst Maxie Schmidt joins the podcast to argue the case for treating feedback as a customer touchpoint. Featuring: Maxie Schmidt, VP, Principal Analyst Show Notes: Brands want customer feedback, and Forrester research shows that customers are willing to give it—when asked properly. But too often, brands will send out a never-ending stream of ill-timed, poor...
2024-10-0125 minBusiness Transformation Pitch with The CX Goalkeeper
Business Transformation Pitch with The CX GoalkeeperRethinking the Role of Customer Experience with Maxie SchmidtIn this enlightening episode of the CX Goalkeeper Podcast, Maxie Schmidt, a leading expert in customer experience at Forrester Research, takes us on a journey to rethink the role of customer experience within organizations. If you're a CX professional, leader, or simply interested in how customer experience can transform businesses, this episode is a must-listen. Maxie shares practical insights on integrating CX into business strategies, how to overcome common challenges, and why rethinking established practices is essential for success. Relevant Links https://www.linkedin.com/in/maxieschmidt/ The Top 3 Key Learnings Customer Experience as...
2024-09-0227 minThe CX Cast
The CX Cast367: The State of CX MeasurementEvery year, Forrester conducts a global survey of voice-of-the-customer (VoC) and customer experience (CX) measurement practices. Leaders of CX measurement programs are reporting improvements in 2024 compared to 2023. Forrester VP, Principal Analyst Maxie Schmidt explains why there are persistent gaps in what CX measurement programs can do compared to current maturity.
2024-08-1325 minThe CX Cast
The CX Cast367: The State of CX MeasurementEvery year, Forrester conducts a global survey of voice-of-the-customer (VoC) and customer experience (CX) measurement practices. Leaders of CX measurement programs are reporting improvements in 2024 compared to 2023. Forrester VP, Principal Analyst Maxie Schmidt explains why there are persistent gaps in what CX measurement programs can do compared to current maturity.
2024-08-1325 minNice To Meet You
Nice To Meet YouCustomer Experience & Kundenwert (mit Dr. Maxie Schmidt von Forrester)Ein Gespräch mit Dr. Maxie Schmidt, VP und Principal Analyst Customer Experience bei Forrester und langjährige Expertin, über CX, Kundenbindung, Wertschöpfung und das Verständnis dessen, was Kunden wirklich wollen.
2024-05-0649 minThe CX Cast
The CX Cast347: How To Prioritize Customer JourneysYou’ve identified dozens of journeys and hundreds of moments of truth that matter to your customers. But where do you start your journey mapping, journey measurement and journey improvement actions? How do you prioritize where you will drive the most impact? Forrester VP and Principal Analysts Maxie Schmidt and Joana de Quintanilha join us to explain how to bring rigor and process to the task. Featuring: Maxie Schmidt, VP, Principal Analyst Joana de Quintanilha, VP, Principal Analyst Show Notes: You’ve identified dozens of journeys and hundreds of moments of truth that matter to your customers. But where do you...
2024-03-2622 minThe CX Cast
The CX Cast347: How To Prioritize Customer JourneysYou’ve identified dozens of journeys and hundreds of moments of truth that matter to your customers. But where do you start your journey mapping, journey measurement and journey improvement actions? How do you prioritize where you will drive the most impact? Forrester VP and Principal Analysts Maxie Schmidt and Joana de Quintanilha join us to explain how to bring rigor and process to the task. Featuring: Maxie Schmidt, VP, Principal Analyst Joana de Quintanilha, VP, Principal Analyst Show Notes: You’ve identified dozens of journeys and hundreds of moments of truth that matter to your customers. But where do you...
2024-03-2622 minThe CX Cast
The CX Cast344: Scale Your CX Measurement ProgramMost large organizations operate across lines of business, products, segments, brands, and/or countries. CX leaders who want to scale their CX measurement program across such an organization must balance the need for efficient and consistent CX measurement with an appropriate level of autonomy for organizational units. VP and Principal Analyst Maxie Schmidt answers common questions on scaling measurement management programs, illustrated through case studies.
2024-03-0522 minThe CX Cast
The CX Cast344: Scale Your CX Measurement ProgramMost large organizations operate across lines of business, products, segments, brands, and/or countries. CX leaders who want to scale their CX measurement program across such an organization must balance the need for efficient and consistent CX measurement with an appropriate level of autonomy for organizational units. VP and Principal Analyst Maxie Schmidt answers common questions on scaling measurement management programs, illustrated through case studies.
2024-03-0522 minCX-Talks - Insights, Technologie und Management für bessere Customer Experience
CX-Talks - Insights, Technologie und Management für bessere Customer Experience#105 Die Forrester Predictions 2024. Maxie Schmidt bei Peter PirnerMaxie Schmidt (VP & Principal Analyst Customer Experience, Forrester) im Gespräch mit Peter Pirner Letztes Jahr haben wir uns an genau dieser Stelle, also der ersten Folge im Jahr, mit den Forrester CX Predictions für 2023 intensiv auseinandergesetzt. Es ging damals ein Raunen durch die Community, als auf die Gefahr hingewiesen wurde, dass jedes fünfte CX Programm wieder eingestampft werden könnte. Ob es soweit gekommen ist, wird uns mein heutiger Gast Maxie Schmidt, VP und Principal Analyst Customer Experience bei Forrester, ebenso verraten wie die Trends zu KPIs, zu ROI Analysen, zum Einsatz von...
2024-01-0935 minThe CX Quantum Leap
The CX Quantum LeapInterview Maxie Schmidt (Forrester) on How to Unravel the Business Impact of Customer Experience | EPS #17For timestamps see below.Dr. Maxie Schmidt is Vice President & Principal Analyst for Forrester on the topic of Customer Experience. In our new podcast Zanna and Maxie unravel the business impact of CX - and no, this is not just about making a business case - and discuss 6 common CX mistakes.They talk about valuable insights for successful CX transformation, discuss how a company's strategy should be customer-focused and how success metrics should consider customer centricity.Maxie also shares a powerful tool for CX leaders - the Johari Window. This tool helps leaders...
2023-06-2250 minCXOInsights by CXOCIETY
CXOInsights by CXOCIETYPodChats for FutureCIO: Excelling in customer experience measurementHistory tells us that the ideals of customer experience can be traced to the development of market research as a method of improving advertising in the 1920s. The practice spread to other sectors following World War II the boom of consumerism.So nearly a hundred years has passed with much experience and an abundance of technology, we must ask: have we achieved the pinnacle of customer experience best practices? In this PodChats for FutureCIO, we are joined by Ms Maxie Schmidt, vice president and principal analyst with Forrester, to shed light on Customer experience measurement – wha...
2023-05-2124 minThe CX Cast
The CX Cast304: Why You Can’t Create Value For CustomersHow do you provide value to your customers if you can't create it? VP Principal Analyst Maxie Schmidt is back on the cast this week to discuss the meaning of the value network, and how you can leverage this create the best possible experience for your customers.
2023-05-0922 minThe CX Cast
The CX Cast297 – CX Leader Priorities: Measure CX Performance And Prove ROIForrester analysts Maxie Schmidt-Subramanian and Pete Jacques explain how to establish an enterprise-wide CX measurement program to track the success of CX activities and demonstrate the ROI of improving CX.
2023-03-2120 minBeyondCXM – Customer Experience Management weitergedacht.
BeyondCXM – Customer Experience Management weitergedacht.Wie können wir beweisen, dass es sich lohnt in die Customer Experience zu investieren? Mein Gast: Dr. Maxie Schmidt Eine knappe Mehrheit der CX-Manager bekundet Mühe damit, den ROI ihrer Projekte zu beziffern. Gemäß der „Predictions 2023“ von Forrester wird jedes fünfte CX-Programm eingestellt werden. Also devestieren selbst Unternehmen, die CX früher als durchaus wichtig erachteten. Und das, obwohl Forrester für kundenzentrierte Unternehmen ein signifikant höheres Umsatzwachstum und ein höheres Wachstum bei Rentabilität, Kundenbindung und Mitarbeiterengagement nachweisen kann. Wie können CX-Profis also nachweisen, dass sich eine Investition in die Customer Experience lohnt? Das und mehr wollte Daniel Renggli in dieser Episode von Dr. Maxie Schmidt wissen. Dr. Maxie Schmidt ist Principal Analyst im Range eines...
2023-02-2442 minCX-Talks - Insights, Technologie und Management für bessere Customer Experience
CX-Talks - Insights, Technologie und Management für bessere Customer Experience#77 Forrester Predictions 2023 - das wird jetzt wichtig. Maxie Schmidt (Forrester) bei Peter PirnerMaxie Schmidt (VP und Principal Analyst CX bei Forrester Research) im Gespräch mit Peter Pirner Die Forrester Predictions sind für CX Professionals der beste Orientierungspunkt für die Customer Experience Management Themen und Fragestellungen, die in 2023 wichtig werden. Traditionell eine Top-Folge von CX-Talks zum Jahresbeginn. Unter den folgenden Links findest du weitere Informationen zur Sendung: Maxie Schmidt auf Linkedin** Forrester Predictions (Download) Forrester CX Website 👉 alle Forrester Insights auf der Spotify Playlist #Forrester 👉 alle Management Themen auf der Spotify Playlist #Management Shownotes www.CX-Talks...
2023-01-1034 minCX-Talks - Insights, Technologie und Management für bessere Customer Experience
CX-Talks - Insights, Technologie und Management für bessere Customer Experience#71 Value for Customers. Wie Werte für Kunden entstehen. Maxie Schmidt (Forrester) bei Peter PirnerMaxie Schmidt (Vice President und Principal Analyst CX bei Forrester Research) im Gespräch mit Peter Pirner In der heutigen Sendungen geht es darum, wie man Kunden glücklich macht. Welche Werte dabei ein Rolle spielen und wo dann letztendlich auch natürliche Grenzen bestehen. Alles basiert auf einem empirisch abgesicherten Modell, einfach, klar und kurzweilig erklärt von Maxie Schmidt von Forrester. Unter den folgenden Links findest du weitere Informationen zur Sendung: Maxie Schmidt auf Linkedin** Forrester CX Website Shownotes www.CX-Talks.com Mehr zu CX-Talks und mir, seinem Mach...
2022-10-0432 minBusiness Transformation Pitch with The CX Goalkeeper
Business Transformation Pitch with The CX GoalkeeperValue for Customers with Maxie SchmidtThe CX Goalkeeper had the great opportunity to interview Maxie Schmidt LinkedIn Headline: Vice President, Principal Analyst | Author | Keynote Speaker | Inspiring and Supporting Customer Experience Professionals Highlights: 00:00 Game Start 00:39 Maxie's Introduction 03:20 Maxie's Values 04:30 The broader CX landscape (Value, 07:28 Value for Customers 12:45 Different Value perception 14:37 How to measure the value created 16:52 How can we maximize the value for customers? 22:14 Best in class examples 24:38 additional best in class example related to customers' needs 26:40 What we...
2022-07-2533 minCX-Talks - Insights, Technologie und Management für bessere Customer Experience
CX-Talks - Insights, Technologie und Management für bessere Customer Experience#60 Warum Bonussysteme im CX Management nicht funktionieren. Maxie Schmidt (Forrester) im Gespräch mit Peter PirnerMaxie Schmidt (Forrester) im Gespräch mit Peter Pirner In der heutigen Folge dreht sich alles um das Thema Incentivierung von Mitarbeitern und warum das im CX Management normalerweise keine gute Idee ist.  Wir erklären dir genau, warum die meisten  Bonussysteme auf Basis von Kundenfeedback eher das Gegenteil von dem bewirken, was beabsichtigt ist. Forrester hat 5 gefährliche Mythen über die positive Wirkung einer Incentivierung von kundenfreundlichem Verhalten analysiert. Diese haben sicher die meisten der CX Professionals im Alltag schon gehört. Welche Mythen sind einfach falsch auch wenn sie sich hartnäckig halten? Und waru...
2022-05-1743 minThe CX Cast
The CX Cast284: Our Take On Reichheld’s Winning On Purpose And NPS 3.0Forrester principal analysts Maxie Schmidt and Joana de Quintanilha join Angelina to discuss Winning On Purpose: The Unbeatable Strategy of Loving Customers by Fred Reichheld.
2022-03-1027 minCX-Talks - Insights, Technologie und Management für bessere Customer Experience
CX-Talks - Insights, Technologie und Management für bessere Customer Experience#51 Forrester Predictions 2022 - Megatrends Update. Maxie Schmidt (Forrester) im Gespräch mit Peter Pirner (i-CEM)Maxie Schmidt (Forrester) im Gespräch mit Peter Pirner (i-CEM) Was sind die großen Trends im Customer Experience Management für 2022? Welche Rolle spielen Sustainability, neue Online Services oder Automatiserung für den Erfolg von Unternehmen tatsächlich? Und wie haben sich diese Trends gegenüber 2021 verändert? Unter den folgenden Shownote Links findest du weitere Informationen zur Sendung: Maxie Schmidt auf Linkedin** Forrester Predictions (Download) Forrester CX Website 👉 alle Forrester Insights auf der Spotify Playlist #Forrester Shownotes www.CX-Talks.com Mehr zu CX-Talk...
2022-01-0933 minThe Copernican Shift
The Copernican ShiftBoost Your CXM Success with a Unified ApproachA recent Forrester study found that 82% of firms said CX is a top priority, but only 46% feel they’re getting a comprehensive view of their customers. In today's podcast I talk with Maxie Schmidt-Subramanian, VP and Principal Analyst at Forrester, about the journey to great CXM, and how to give your organization a competitive advantage. Watch the webinar, and download the full Forrester study here:https://www.sprinklr.com/resources/boost-experience-success-register/ Maxie Schmidt is a principal analyst serving CX professionals. She leads Forrester’s research on CX measurement programs.
2021-10-0627 minThe CX Cast
The CX Cast252: How To Measure Value For CustomerOrganizations don't typically know how customers derive value and which value drivers matter most. Instead, they measure value using flawed proxies. They also collect data about value in different parts of the organization, at different cadences, and using different tools, making it hard to assemble a complete picture of the value that customers derive. In this episode, we're joined by VP, Principal Analyst Maxie Schmidt to discuss how to overcome these challenges and measure true value for customers. Click the titles below for more on this topic: How To Measure Value For Customer Have examples you’d like to share wi...
2021-04-0816 minThe CX Cast
The CX Cast247: Using Measurement To Identify BiasesAs companies strive towards more diversity, equity, and inclusion, they may turn to their measurement and VoC programs to assess the inclusivity of their current experiences. However, the data from those programs is often itself incredibly biased. In this episode we're joined by VP, Principal Analyst Maxie Schmidt to discuss how to measure and analyze data to identify biases. Click the titles below for more on this topic: How To Measure Value For Customers Three Imperatives For Advanced Measurement Programs Have examples you'd like to share with Maxie? You can message us on LinkedIn or reach out to cxcast@forrester...
2021-03-0413 minCX-Talks - Insights, Technologie und Management für bessere Customer Experience
CX-Talks - Insights, Technologie und Management für bessere Customer Experience#23 CX Megatrends 2021 - die Forrester Predictions. Maxie Schmidt (Forrester) bei Peter PirnerMaxie Schmidt (VP und Principal Analyst CX bei Forrester Research) im Gespräch mit Peter Pirner Was sind die Megatrends im CX Management für 2021 aus Sicht von Forrester Research? Welche neuen Anknüpfungspunkte für Innovationen gibt es? Und wie sieht man dabei als Deutsche CX Management in Deutschland aus der Perspektive der USA?  Maxie Schmidt ist Principal Analyst für das Thema Customer Experience bei Forrester Research, einem renommierten, internationalen Think Tank in diesem Themenfeld.  Unter den folgenden Links findest du weitere Informationen zur Sendung: Maxie Schmidt auf Linkedin** Forrest...
2021-01-1133 minHafners CX Podcast
Hafners CX PodcastEpisode 2 - Ein Gespräch über CX Predictions, CX in der Pandemie und CX Strategie.In der zweiten Episode von "Hafners CX Podcast" unterhalte ich mich mit Dr. Maxie Schmidt Subramanian. Sie ist Principal Analyst CX bei Forrester in Cambridge, Massachusetts. Wir diskutieren zu den Forrester CX Predictions 21, die vor einer Woche erscheinen sind. Dabei spielt auch die COVID 19 Pandemie und ihr Einfluss auf das Kundenverhalten und geeignete CX Massnahmen eine Rolle. Schwerpunkt des Gesprächs ist jedoch die Notwendigkeit der einer CX Strategie und der Auswahl der richtigen KPIs zur Steuerung. Eine Übersicht zu den Predictions findet Ihr hier: https://go.forrester.com/blogs/customer-experience-predictions-zero-ui/ 
2020-10-3047 minWhat It Means
What It MeansBuilding A Compelling CX Business CaseA persuasive customer experience (CX) business case delivers on the two Ms: measurable and meaningful. The case’s aims should be measurable (focused on metrics such as retention rate), but it also needs to meaningfully tap into the personal goals of internal stakeholders. Principal Analyst Maxie Schmidt breaks down how to build a persuasive CX business case on this episode of What It Means.
2020-03-0524 minThe CX Cast
The CX Cast212: Four Ways To Deliver Value For Customers (R)Brands who create value for customers get business value in return. However, many customer experience (CX) professionals fail to identify and deliver the right value to customers. In this episode we discuss with Forrester principal analysts, Maxie Schmidt and Shar VanBoskirk, about the definition of value and their framework on how to think and provide customer value. Click the titles below for more on this topic: * Value For Customers: The Four Dimensions That Matter
2020-03-0526 minThe CX Cast
The CX Cast215: How To Assess And Predict Journey PerformanceA lot of companies are focused on customer journeys and we all know why journeys matter. However many companies struggle to assess whether journeys are successful for the customer and the company. How well does each journey perform? Does it deliver value to customers? Does it meet short-term and long-term organizational goals? In this episode, we discuss with VP Principal Analyst Joana Quintanilha, about the journey measurement framework she created with VP Principal Analyst Maxie Schmidt where it quantifies journey performance by defining end-of journey success metrics and in-journey signals that predict journey success. Click the titles below for more...
2020-02-2018 minThe CX Cast
The CX Cast212: Four Ways To Deliver Value For CustomersBrands who create value for customers get business value in return. However, many customer experience (CX) professionals fail to identify and deliver the right value to customers. In this episode we discuss with Forrester principal analysts, Maxie Schmidt and Shar VanBoskirk, about the definition of value and their framework on how to think and provide customer value. Click the titles below for more on this topic: * Value For Customers: The Four Dimensions That Matter
2020-01-3026 minWhat It Means
What It MeansThe real root of customer loyaltyTo build customer loyalty, companies are tempted to hop on the “I’m your best friend” bandwagon or offer up coupons. But as Principal Analysts Emily Collins and Maxie Schmidt-Subramanian explain, the root of loyalty is delivering real value to customers.
2018-09-1333 minWhat It Means
What It MeansThe economics of CXForrester Principal Analyst Maxie Schmidt-Subramanian reveals the powerful (potential) relationship between customer experience (CX) efforts and financial performance — as well as the challenges many are facing to convert on that opportunity.
2017-03-0221 minSupergirl Radio
Supergirl RadioSupergirl Radio Season 2 - Episode 12: LuthorsIn this week's episode of Supergirl Radio, Carly Lane, Morgan Glennon, and Rebecca Johnson are joined by Kat Calamia from The Legends of Tomorrow Podcast to discuss the Supergirl season two episode titled "Luthors"!  If you'd like to contribute to Kat's Like Father, Like Daughter comic series, visit the Kickstarter! Official Description by The CW for Supergirl 2.12: "After Metallo breaks out of prison and frees Lillian Luthor, the police blame Lena for his escape and arrest her. Despite overwhelming evidence, Kara refuses to believe her friend is guilty and fights to clear Lena's name. Flashbacks reveal...
2017-02-151h 36