Maxie Schmidt

Principal Analyst

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Forrester Wave™ evaluation of the Customer Feedback Management market

Maxie Schmidt August 3, 2016

I am pleased to announce that Forrester Research is commencing a Forrester Wave™ evaluation of the Customer Feedback Management market and collecting data for a separate VoC vendor landscape overview. I will lead the project and the expected publication date is March 2017. For more information about the Forrester Wave process, please read here. CFM / […]

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Measure Emotions In Customer Experiences To Improve Loyalty

Maxie Schmidt March 9, 2016

Do you know how your customers feel about their experiences with your firm? Customers’ emotions can damage — or improve — customers’ perception of the overall experience and your firm’s ability to grow. Customers’ emotions affect whether you’ll lose or keep them, whether they will buy more or less from you, and whether they will […]

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How To Win Funding For CX In B2B – 4 Steps To Building A Burning Platform To Spark Action

Maxie Schmidt July 24, 2015

Are you working as a CX pro in a B2B company? And do you find it challenging to make the case for your CX program? You are not alone. In fact, many CX pros in B2B companies we spoke with struggled to get funding for their efforts –because they can't isolate the role of CX […]

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What Do CX And The Environmental Movement Have In Common (AKA Top 10 Tactics To Rally Your Organization Around CX Metrics)?

Maxie Schmidt July 22, 2015

We all share this sentiment that we want to protect our resources — our planet for generations to come — so that our children and their children can live happily ever after. It’s that warm and fuzzy feeling we get when we see a little girl holding a flower in her hand. I realize that […]

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Pitting Big Data Versus NPS Isn’t The Way To Success In CX Measurement

Maxie Schmidt July 7, 2015

You might have seen a recent blog by Tony Cosentino on how “Big Data Analytics Will Displace Net Promoter Score (NPS) for Measuring Customer Experience” because “NPS is prone to error, lacks a causal link with financial metrics, and lacks actionable data.” And while Mr. Cosentino’s blog highlights a critical issue in CX measurement, it […]

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What's New With Customer Feedback Management (CFM) Vendors: A CX Pro's Guide To The Evolved CFM Vendor Landscape

Maxie Schmidt April 14, 2015

Forrester published a new report with highlights of changes among customer feedback management (CFM) vendors to give you the crucial insights you need to understand your CFM options. Why? Since the 2014 reports on the VoC vendor landscape and VoC vendor go-to-market strategies, we saw some big changes in the CFM market. Many changes are good […]

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New Research On Making The Case For CX In B2B — Be Part Of This Research

Maxie Schmidt April 1, 2015

Deanna Laufer and I are collaborating on a new report on how to make the case for customer experience in B2B. And we'd love your inputs. How will clients benefit from this report?  With longer sales cycles, fewer customer accounts, and an abundance of client roles and influencers, B2B companies are challenged in making the […]

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Contribute To New Research On VoC Vendors In China By My Colleague Sam Jaddou

Maxie Schmidt January 30, 2015

My colleague, Samantha Jaddou, who’s an analyst on the CX team covering the China market, is working on a report about the customer feedback management (CFM) vendor landscape in China. This report will better help Forrester clients, particularly companies that operate in China, understand to whom they should turn to satisfy CFM needs. She is […]

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Voice Of The Employee Can Cure Broken Customer Experiences, But You Need An Effective Program To Mine It

Maxie Schmidt January 23, 2015

Last week, many of our customer experience  (CX) analysts — including me and my colleague Sam Stern —were glued to their computer screens, watching a presentation by a big bank. It had introduced a tool to capture and manage ideas from its employees on how to improve the customer experience. This presentation mattered to us because only 25% […]

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There is a secret to better CX metrics: Journey mapping

Maxie Schmidt December 8, 2014

There is a way to better identify and share customer experience (CX) metrics. And it is a tool that your company – like many others may already be using… but not for that purpose. I am talking about journey mapping. Recently I have done more and more workshops for our clients on how to use […]

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Is your company moving beyond surveys when measuring customer experience? I’d love to include you in my new research

Maxie Schmidt December 4, 2014

CX professionals rely on surveys a great deal to measure customer experience. That’s because surveys have their advantages but they have limits, too. If your company has taken steps to move beyond surveys to measure customer experience, I'd love to hear your opinions, experiences and advice for my new research on “CX Measurement – Beyond […]

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Want to Drive Action With Your VoC Program? Cater to Your Internal Customers!

Maxie Schmidt December 4, 2014

In our latest survey on the state of the art of VoC programs, 71 percent of respondents said their VoC program was not fully or mostly effective in driving actions. That's jarring. No matter how much effort you put into collecting VoC, the insights are still only as good as what stakeholders in the company […]

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The State Of VoC Programs, 2014

Maxie Schmidt May 19, 2014

Voice of the customer (VoC) programs play a critical role in improving customer experience. They gather data for customer experience (CX) measurement efforts and uncover insights that help improve customer understanding. To assess the state of VoC programs, we asked companies how long their VoC program has been in place, how valuable the program is […]

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Make the Business Case: Better Customer Experience Can Deliver More Than $1 Billion In Revenue Growth

Maxie Schmidt April 23, 2014

In the age of the customer, you need to be obsessed with your customers. And that obsession can pay off big time — as we have shown over and over again: Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. And this means revenue […]

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A Mistake To Avoid When Using CX Metrics For Employee Incentives

Maxie Schmidt April 14, 2014

Do you use your customer experience (CX) metrics to incentivize frontline employees in your company? Here is a cautionary tale I came across in my wireless provider’s store. While I was chatting with the representative who took care of my problem, I overheard another representative ask a customer for a 9 or 10 on the […]

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Benchmark Your Voice Of The Customer Program: Participate In Forrester’s Upcoming Research On The State Of VoC Programs, 2014

Maxie Schmidt April 7, 2014

How mature is your company's voice of the customer (VoC) program? Compare yourself against the state of the art and find out:  How VoC programs affect customer experience and business results. How companies integrate and analyze data from different sources. How VoC program owners share customer insight. How they drive action based on their insights. Which […]

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Finding The Right Vendor(s) For Your Voice Of Customer Program: Vendor Landscape, Capabilities, And Go-To-Market Strategies

Maxie Schmidt March 18, 2014

Are you looking for a vendor or vendors to support your voice of the customer (VoC) program? Or are you reviewing your current VoC vendor(s)? Selecting the right vendor or vendors can be hard! Why? The VoC vendor landscape is hard to decipher. There are many but relatively small vendors, and they rely on an […]

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Peace And Quiet In The Air? Only For A Charge!

Maxie Schmidt November 22, 2013

I am writing this down now, so in one year or so I can say, "I told you so!" Here is how you'll experience and pay for flying in the future. It has to do with the use of cell phones. In the US, the Federal Communications Commission is considering allowing cell phone use on flights. And […]

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Workshop — Customer Experience Measurement Essentials — Back By Popular Demand On October 24th

Maxie Schmidt October 3, 2013

Do you know what the right metrics are to measure your customers' experience? Do you know how to make the best use of the metrics to improve the customer experience? If you cannot measure the customer experience, you cannot manage it. And that means that you will never move beyond the find-and-fix approach that characterizes the […]

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New Research: VoC Vendor Landscape 2013 — We'd Love To Hear From You

Maxie Schmidt September 12, 2013

We are working on a new report on the voice-of-the-customer (VoC) vendor landscape 2013. The report will provide a guide to the current landscape of the VoC vendor market as well as the features and services currently delivered by a variety of vendors and will show where we see the growth potential in the future.  […]

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