Maxie Schmidt

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 […]

Les clients tirent profit d'un achat lorsqu'ils ont le sentiment de gagner plus que leur dépense. Découvrez et apprenez à mesurer la valeur pour les clients.

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.

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%.

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.

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 […]