Maxie Schmidt

Nearly all CX measurement and VoC efforts use customer surveys. But your surveys are costlier than you think. Obvious costs include the budget for a tech vendor you use to send and analyze surveys or incentives for customers.

Forrester just published The European Banking Net Promoter Rankings, 2024, with a Net Promoter Score℠ (NPS) for 60 banks across France, Germany, Italy, the Netherlands, Poland, Spain, Sweden, and the UK. We collected the scores by asking 18,058 European banking consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands they […]

Improving CX can have enormous financial upside. Learn how to capture it for your organization.

Learn how Schneider Electric using APIs to facilitate value creation across its customer value network.

Erfahren Sie, warum die Vermengung von Customer Journeys mit Lebenszyklen, Prozessen oder Kampagnen Ihr Unternehmen daran hindert, die Kundenperspektive zu verstehen, die Erfahrungen Ihrer Kunden verschlechtert und den Erfolg Ihres Unternehmens untergräbt.

Die Ergebnisse der Forrester-Umfrage „2023 State of VoC and CX Measurement Practices“ liegen vor. Sie zeigen einige anhaltende Trends - und einige interessante Verschiebungen.

How do companies tie Net Promoter Score to financial success, and should you benchmark NPS? Find answers to these questions and others in the second blog of a two-part series.

If your organization uses Net Promoter Score as a CX KPI, how can you put it to best use? Find answers in the first of a two-part blog series.

Forrester’s 2023 State Of VoC And CX Measurement Practices Survey results are in. They reveal some continued trends — and some interesting shifts.

Learn why conflating customer journeys with lifecycles, processes, or campaigns prevents your organization from understanding the customer perspective, degrades your customers’ experiences, and erodes your organization’s success.

Dieser Blog wurde von Hannah Jachim verfasst.  Führende Unternehmen im Bereich Kundenerfahrung (CX) steigern ihren Umsatz schneller als Nachzügler, senken Kosten, verringern das Risiko und können mehr für ihre Produkte verlangen. Jedes Jahr misst der CX-Index von Forrester, wie gut eine Marke Kundenerlebnisse bietet, die Kundenloyalität schaffen und erhalten. Dieses Jahr hat Forrester 2.451 Bankkunden […]

[This blog was cowritten by Hannah Jachim.] Providing a good customer experience (CX) has a positive influence on customer retention, boosts cross-sell and upsell potential, lowers the cost to serve existing customers, and brings in new customers. Forrester’s Customer Experience Index (CX Index™) measures how well a brand delivers customer experiences that create and sustain […]

You Have Burning Voice Of Customer And CX Metrics Questions You ask us questions such as: How mature are VoC and CX measurement programs in my and other industries? Which feedback sources do others use in their VoC programs, and how valuable are they? Which CX metrics do other organizations measure? Is NPS on the […]

Do you understand generative AI? Forrester’s data shows that 54% of AI decision-makers believe their organization’s executive team is “very familiar” with it — but we’ve observed widespread misunderstandings among execs of what it is, how it works behind the curtain, and what it can do. So last week we published a new, FAQ-style report […]

Does your organization span regions, lines of business, and brands? That makes scaling a customer experience (CX) measurement program more challenging; you need to balance consistency and oversight with adaptation and localization.   Find Answers To Crucial Questions In Our New Research The new report, How To Scale CX Measurement Across A Complex Organization, answers […]

Tech executives who want to center their strategies on customer value must start by acknowledging that their organization cannot “deliver” value to customers. No one can — that’s not how value works. Join us at Technology & Innovation EMEA this October to learn about technology's role in driving the customer-obsessed growth engine.

You need to deliver value to customers. Right? Wrong! Believing that your firm “delivers” value makes you the Hero. This is just like Neo in “The Matrix,” which tells a classic hero story of Thomas “Neo” Anderson, who is on a quest to free humanity from the Matrix. Trinity is his co-star. Morpheus, Agent Smith, […]

Find recommendations for how to best prioritize journeys, and discover our Customer Journey Prioritization Tool for doing the prioritization work.

How effective are customer experience (CX) measurement programs? To answer this question, we fielded our 2022 State Of VoC And CX Measurement Practices Survey among CX professionals responsible for measurement or voice of the customer (VoC) at their organization. You will find the detailed results in our report, The State Of CX Measurement Practices, 2022 […]