Maxie Schmidt

Principal Analyst

Forrester Bio

Author Insights

Blog

How To Measure Value For Customers

Maxie Schmidt 49 mins ago
Do you know whether your customers feel it’s worth to be your customer? In my latest report How To Measure Value For Customers, I argue that most organisations cannot measure whether customers feel like they derive value from doing business with a company. Customers derive value when they feel that they get more from doing […]
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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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Blog

Q&A On CX Measurement And ROI

Maxie Schmidt February 26, 2020
Have questions about CX measurement, business cases, and ROI? Get answers in this Q&A.
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Blog

Unpacking “Value” As A Key Concept For Organizations

Maxie Schmidt February 25, 2020
Ask three people what they mean by “value,” and you’ll get five definitions. Unfortunately, that lack of clarity means that your stakeholders and colleagues won’t understand the different concepts behind value and will talk at cross-purposes, which wastes time and energy, holding back your organization from making the changes it direly needs. When discussing value […]
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Blog

How To Get Executives To Buy In To CX Transformation

Maxie Schmidt February 6, 2020
Tie proposed CX initiatives to what executives care about most. Find guidance for building a business case.
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Blog

Improving Customer Experience By One Point Can Drive More Than A Billion Dollars In Revenue

Maxie Schmidt January 13, 2020
By ignoring CX, you leave big money on the table. Discover why CX drives business results and how to calculate just how much your firm stands to gain.
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Blog

Forrester Publishes NPS Benchmarks For 260 Brands In 16 Industries

Maxie Schmidt November 7, 2019
CX pros have been asking how their firm’s NPS compares to other firms’, so we decided to publish our NPS benchmarks data for the first time.
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Blog

A Simple Recipe To Calculate How Much Value For Customers Your Firm Delivers (And To Find Critical Gaps)

Maxie Schmidt October 9, 2019
Discover a simple way to measure the value you deliver to customers using data you likely have on hand.
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Blog

EX Measurement Best Practices: What Are The Right Metrics And Data Sources?

Maxie Schmidt September 12, 2019
Most companies devote so much time and attention to surveying employees that they overlook other sources of insights. What’s more, they fail to use the insights they do collect to make employee experience (EX) improvements. That’s why Sam Stern and I published a new report called “EX Measurement Best Practices: New Data Sources, New Insights, […]
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Blog

To NPS Or Not — Use Our New Interactive Tool And Choose The Best CX Metric For Your Organization

Maxie Schmidt August 29, 2019
Executives in nearly one out of two organizations use Net Promoter Score (NPS)* to gauge CX success. This is what CX professionals told us in our recent survey. Are you wondering if NPS is right for you? Are you trying to find the right top-level CX metric for your organization? Then check out my new […]
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Blog

Measure And Predict Journey Performance: The New And Right Way

Maxie Schmidt August 29, 2019
You know customer journeys matter. But unless your company is the exception, you probably don’t know how well each journey performs. Does it . . . deliver value to customers? . . . meet short-term and long-term organizational goals? . . . help improve employee experience? . . . shine in make-or-break moments? . . […]
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Blog

Customer Effort: How To Measure It Right

Maxie Schmidt August 8, 2019
How do you measure customer effort? Most customer experience (CX) pros use surveys. While the question text and scale they use can differ, the resulting score measures the level of effort. But we need to move beyond only measuring the level of effort. My new report explains why and gives suggestions for improving customer effort […]
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