Maxie Schmidt-Subramanian

In his book Winning On Purpose, Fred Reichheld, one of the creators of Net Promoter Score (NPS), and his coauthors Darci Darnell and Maureen Burns introduce a new metric: earned growth. They previewed the idea in a recent Harvard Business Review article. Earned growth measures the revenue growth generated by returning customers and their referrals. […]

In 2022, brands will look to customer experience teams to help them navigate their way through the pandemic. Find out more.

En 2022, les marques se tourneront vers leurs équipes Expérience Client (CX) pour mieux naviguer dans le sillage tourmenté de la pandémie, s'adapter à la « nouvelle normalité » et gérer les attentes et les émotions des clients autour d'enjeux aussi variés que l'accélération et la saturation numériques, le développement durable et la confidentialité. 

2022 werden Unternehmen auf ihre Customer Experience (CX)-Teams angewiesen sein, um einen Weg durch die Pandemie zu finden und sich auf eine „neue Normalität“ einzustellen.

The strong connection between customers and money — and how the first leads to the second — would make CX pros and CFOs realize the value of collaboration.

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 […]

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. […]

La mesure de l'expérience client comporte des risques pour la vie privée. Découvrez comment protéger la vie privée de vos clients et de vos employés.

There are privacy risks in customer experience measurement. Today, protecting your customers’ and your employees’ privacy is key. Learn how to.

Explore what distinguishes an advanced CX measurement program and how to recalibrate your customer experience measurement strategy to achieve more.

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

Vous avez besoin d'un programme de mesure de l'expérience client efficace. Pour cela, veillez à mesurer et à lier ces indicateurs CX.

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.

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 […]

The Biden administration should work with Congress to create a permanent federal chief customer officer (CCO) role to oversee policy, spending, and interagency coordination for all federal customer experience (CX) efforts. Folks at the White House’s Office of Management and Budget (OMB) and some US federal agencies have been working hard to improve the quality […]

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 […]

Découvrez un aperçu rapide de nos résultats sur le RSI de l’amélioration de l’expérience client.

Discover the five key findings from Forrester’s 2020 Net Promoter Score Benchmark.

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 […]