Drive revenue with CX
New Benchmarking Data: State Of VoC Programs, CX Research And Journey Mapping…
… in the making. Do you want to know… How future-proof is our VoC program? Are we doing enough to gain deep customer understanding? Are…
Latest Posts By Maxie
Drive revenue with CX
Why CX? Why Now? Happy CX Day, 2016!
Happy CX Day! As part of our CX Day celebrations, which include a very special episode of CX Cast, and a comprehensive…
October 5, 2016
Drive revenue with CX
Forrester Wave™ evaluation of the Customer Feedback Management market
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…
August 3, 2016
Drive revenue with CX
Build an insights-driven org
Measure Emotions In Customer Experiences To Improve Loyalty
Do you know how your customers feel about their experiences with your firm? Customers’ emotions can damage — or improve — customers’ perception of the…
March 9, 2016
Drive revenue with CX
How To Win Funding For CX In B2B – 4 Steps To Building A Burning Platform To Spark Action
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?…
July 24, 2015
Drive revenue with CX
What Do CX And The Environmental Movement Have In Common (AKA Top 10 Tactics To Rally Your Organization Around CX Metrics)?
We all share this sentiment that we want to protect our resources — our planet for generations to come — so that our children and…
July 22, 2015
Drive revenue with CX
Pitting Big Data Versus NPS Isn’t The Way To Success In CX Measurement
You might have seen a recent blog by Tony Cosentino on how “Big Data…
July 7, 2015
Drive revenue with CX
What’s New With Customer Feedback Management (CFM) Vendors: A CX Pro’s Guide To The Evolved CFM Vendor Landscape
Forrester published a new report with highlights of changes among customer feedback management (CFM) vendors to give you the crucial insights you need…
April 14, 2015
Drive revenue with CX
New Research On Making The Case For CX In B2B — Be Part Of This Research
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…
April 1, 2015
Drive revenue with CX
Contribute To New Research On VoC Vendors In China By My Colleague Sam Jaddou
My colleague, Samantha Jaddou, who’s an analyst on the CX team covering the China market, is working on a report about the customer…