Maxie Schmidt

VP, Principal Analyst

Forrester Bio

Author Insights

Blog

Measure Value Behaviors And Value Outcomes To Drive Customer Obsession

Maxie Schmidt June 7, 2021
In my previous blog, we called on all (aspiring) customer-obsessed companies to balance the value of their customers with the value they deliver for their customers. This follow-up blog will introduce the three steps for how to do that, along with a new value metrics framework. Step One: Define The Value That Target Customers Seek […]
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Blog

Customer-Obsessed Firms Must Balance Value FOR And Value OF Customers

Maxie Schmidt June 7, 2021
JP Morgan collected more than $1.5 billion in overdraft fees in 2020. This came during a time when many households were struggling to keep their bank balances positive due to COVID-19. Take Ally Bank as a contrast: The firm waived overdraft fees during the pandemic. And now, Ally has decided to scrap overdraft fees entirely. […]
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Blog

如何建立一个成熟的客户体验衡量项目

Maxie Schmidt May 20, 2021
我们最新发布了三份报告,分别囊括了构建CX衡量项目的三个阶段中的最佳实践、建议和公司案例,旨在帮助CX主管提高项目的成熟度。点击“阅读原文”了解更多细节。
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Blog

Discover And Reduce The Privacy Risks Of Your Customer Experience Measurement Practices

Maxie Schmidt March 17, 2021
There are privacy risks in customer experience measurement. Today, protecting your customers’ and your employees’ privacy is key. Learn how to.
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Blog

Advanced CX Measurement Programs: Beyond Surveys; Journey-Centric; Proactive

Maxie Schmidt March 4, 2021
Explore what distinguishes an advanced CX measurement program and how to recalibrate your customer experience measurement strategy to achieve more.
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Blog

How To Build A Mature CX Measurement Program

Maxie Schmidt March 4, 2021
Discover the three stages of building a mature CX measurement program that fuels business success and customer loyalty, and how to get started.
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Blog

Measure Three Types Of Customer Experience Metrics

Maxie Schmidt March 1, 2021
As a Customer Experience leader, you need an effective measurement programme. To achieve this, make sure you measure and link these CX Metrics. Learn more.
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Blog

What’s The ROI Of CX Transformation?

Maxie Schmidt January 28, 2021
Do the benefits of CX transformation outweigh the costs and result in a positive ROI? How can you determine that for your company? Our newly updated report “The ROI Of CX Transformation” helps you answer these questions. The report includes: New proof points about the benefits of investing in CX from our large-scale Customer Experience […]
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Blog

Do You Know The $-Value Of Improving CX?

Maxie Schmidt December 3, 2020
We just updated our calculations for how much business growth you can expect from improving CX. We did this for the 14 industries we cover in our Customer Experience Index (CX Index™) survey. For all the details, you can check out our new report, “How Customer Experience Drives Business Growth, 2020.” But for now, here’s […]
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Blog

NPS Benchmarks 2020: National Park Service, USAA, Trader Joe’s, And Navy Federal Top The Ranking

Maxie Schmidt November 6, 2020
Discover the five key findings from Forrester’s 2020 Net Promoter Score Benchmark.
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Blog

How To Measure Value For Customers

Maxie Schmidt October 22, 2020
Do you know whether or not your customers feel that it’s actually worth it to be your customer? In my latest report, “How To Measure Value For Customer,” I argue that most organizations cannot measure whether or not customers feel like they derive value from doing business with them. Customers derive value when they feel […]
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Blog

How Volkswagen Group Australia Ended Customer Experience Bonuses And Boosted Scores And Profitability

Maxie Schmidt July 21, 2020
We know it's a bad idea to pay employees for achieving customer experience (CX) metric targets. But how can companies move away from that practice if they're already doing it? Learn how Volkswagen Group Australia ended their CX bonus program while lifting CX scores and profitability.
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Blog

How American Express Boosted Survey Response Rates Up To 3x

Maxie Schmidt July 14, 2020
Do you wonder how to increase survey response rates? I recently had a great conversation with Luis Angel-Lalanne, vice president of customer listening at American Express. Amex recently improved survey response rates by 250-300%.
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Blog

Go Beyond Surveys In CX: Learn From Two Practitioners’ Experiences

Maxie Schmidt June 23, 2020
At Forrester’s CX North America event, I delivered a session about going beyond surveys to measure customer experience (CX). To help convince attendees it’s possible, I asked two wonderful guest speakers to highlight their organization’s efforts to move beyond surveys in CX. Read their stories.
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Blog

New Research: State Of CX Measurement And VoC Programs — We Need You!

Maxie Schmidt June 12, 2020
To give you insights on the state of voice-of-the-customer (VoC) and customer experience (CX) measurement programs, my colleague Faith Adams and I are collaborating on a new piece of research. It will feature insights from our new State of VoC & CX Measurement Programs, 2020 survey, which is live now! If you are involved in your […]
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Blog

Go Beyond Surveys To Measure CX

Maxie Schmidt April 15, 2020
Getting decent survey response rates is hard and getting harder for CX professionals. That means you need to start mining other data that can give you a sense of the quality of the experiences your customers are having.
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Blog

How To Succeed As A CX Professional

Maxie Schmidt April 14, 2020
You won’t succeed as a customer experience (CX) professional if you don’t know your strengths or if your strengths aren’t a good match for the CX challenges facing your organization. That’s what I learned from my recent research with successful CX professionals. My research uncovered three key findings that are detailed in my report, “How […]
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Video

How To Prove The ROI Of CX (Video)

Maxie Schmidt April 3, 2020

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Blog

Find Your “Value For Customer” Sweet Spot With Our New Exercise

Maxie Schmidt March 30, 2020
Value for customer is a customer’s perception of what they get versus what they give up when doing business with a firm. Four dimensions make up the overall value a customer perceives: 1) functional; 2) experiential; 3) symbolic; and 4) economic. But which combination is the right one? Find Your Organization’s Value Sweet Spot! The value-for-customer sweet […]
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Blog

How To (Not) Conduct CX Surveys During The COVID-19 Crisis

Maxie Schmidt March 25, 2020
Instead of CX surveys as usual, you need to show that you aren’t tone deaf to the unprecedented situation your customers face due to COVID-19. Read how to adjust your survey methods.
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