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Showing episodes and shows of
With Maxie Schmidt-Subramanian
Shows
The CX Cast
297 – CX Leader Priorities: Measure CX Performance And Prove ROI
Forrester 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.
2023-03-21
20 min
The Copernican Shift
Boost Your CXM Success with a Unified Approach
A 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.
2021-10-06
27 min
Hafners CX Podcast
Episode 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/
2020-10-30
47 min
What It Means
The real root of customer loyalty
To 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.
2018-09-13
33 min
What It Means
The economics of CX
Forrester 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.
2017-03-02
21 min