Shows
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 min
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 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 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 min
Meikes Raumzeit: Von CX bis KIMit 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 min
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 min
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 min
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 min
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 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 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 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipRethinking 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 Linkshttps://www.linkedin.com/in/maxieschmidt/The Top 3 Key LearningsCu...2024-09-0227 minThe 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 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 min
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 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 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 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 min
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 min
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 min
Discovering CX TransformationInterview Maxie Schmidt (Forrester) on How to Unravel the Business Impact of Customer Experience | EPS #17Join the Champions League of Customer Experience Transformation!Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/For 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.2023-06-2250 min
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 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 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 min
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 min
Get Latest Full Audiobooks in Mystery, Thriller & Horror, Suspense[German] - Mainopoly (ungekürzt) by Alexander HoffmannPlease visithttps://thebookvoice.com/podcasts/1/audiobook/645855to listen full audiobooks.
Title: [German] - Mainopoly (ungekürzt)
Author: Alexander Hoffmann
Narrator: Alexander Maria Schmidt
Format: Unabridged Audiobook
Length: 6 hours 22 minutes
Release date: November 11, 2022
Genres: Suspense
Publisher's Summary:
Firmenchef Köller hat alles geplant - Nachfolger soll sein Geschäftsführer Romberg werden, nicht sein Sohn. Nur Romberg traut er zu, die Firma im traditionellen Stil zu führen, mit Rücksicht auf die Belegschaft und den Standort Schaffenfels im Großraum Frankfurt. Doch fünf Tage vor der notariellen Übertragung stirbt Köller und der Junior erbt alles. Er übernimmt sofort das Kommand...2022-11-116h 22
Get Latest Full Audiobooks in Mystery, Thriller & Horror, Suspense[German] - Der Kandidat - Sie zielen auf dein Innerstes (ungekürzt) by Christian J. MeierPlease visithttps://thebookvoice.com/podcasts/1/audiobook/647404to listen full audiobooks.
Title: [German] - Der Kandidat - Sie zielen auf dein Innerstes (ungekürzt)
Author: Christian J. Meier
Narrator: Alexander-Maria Schmidt
Format: Unabridged Audiobook
Length: 11 hours 54 minutes
Release date: October 7, 2022
Genres: Suspense
Publisher's Summary:
Ist das, was du wählst, auch das, was du willst? Deutschland in naher Zukunft. Sophie König steht kurz vor ihrem Ziel, die Psyche von Menschen in deren Datenspuren zu erkennen. Um ihren Traum zu verwirklichen, schließt die KI-Forscherin einen Pakt mit dem zwielichtigen Andy Neville, der auch vor digitaler Wählermanipulation nicht zurückschreckt. Zur se...2022-10-0711h 54
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 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipValue for Customers with Maxie SchmidtThe CX Goalkeeper had the great opportunity to interview Maxie SchmidtLinkedIn Headline: Vice President, Principal Analyst | Author | Keynote Speaker | Inspiring and Supporting Customer Experience ProfessionalsHighlights:00:00 Game Start00:39 Maxie's Introduction03:20 Maxie's Values04:30 The broader CX landscape (Value,07:28 Value for Customers12:45 Different Value perception14:37 How to measure the value created16:52 How can we maximize the value for customers?22:14 Best in class examples24:38 additional best in class example related to customers' needs26:40 What we...2022-07-2533 min
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 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 min
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 min
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 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 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 min
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 min
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 min
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 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 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 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 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 min
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 min
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. Flashback...2017-02-151h 36