Maxie Schmidt

Principal Analyst

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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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Blog

The Perils Of Free

Maxie Schmidt September 3, 2013
With fall coming up, I was reminiscing about my summer. And funnily enough, one of the lower moments had to do with free ice cream. Whole Foods had advertised an “Ice Cream Social” on a Saturday in July — free ice cream from 2 to 5pm. By the time my husband and I managed to […]
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Pricing Can Make Or Break The Customer Experience: Find The Issues That Drive Away Your Customers!

Maxie Schmidt February 25, 2013
Pricing matters when it comes to your customers' experiences and loyalty! You are not quite sure? Let's do a short quiz: Have you ever: Left a rental car counter flabbergasted by the final price? Given up on finding a new mobile phone plan when the sheer number of options obscured the best choice? Checked your […]
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You Cannot MANAGE Customer Experience If You Cannot MEASURE It! Join The Workshop “Customer Experience Measurement Essentials”

Maxie Schmidt February 22, 2013
Are you trying to take your current customer experience measurement to the next level? Many of the customer experience professionals we talk to regularly are working on improving their customer experience measurement. You are probably one of them. You might be working on picking the right metrics, on connecting customer experience to business outcomes or to […]
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Blog

New And Future Research On Customer Experience Measurement

Maxie Schmidt January 29, 2013
My colleague Megan Burns and I have just published our new report "Executive Q&A: Customer Experience Measurement" in response to all the great questions we’ve been getting about measuring customer experience. To measure customer experience (CX), firms need a framework that tells them not only how good their customers' experiences are but also how to improve them and […]
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