Maxie Schmidt

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. […]

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。

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.

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 […]

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 […]

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 […]

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 […]

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.

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 […]

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 […]

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.