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Maxie Schmidt
Principal Analyst, Author, And Keynote Speaker Creating Thought-Leadership For Customer Experience Professionals
Dr. Maxie Schmidt is a Vice President and Principal Analyst in Forrester's customer experience (CX) practice.15 She leads Forrester's research on CX measurement and value for customers, advising leaders on building effective CX measurement programs, making the case for CX, and co-creating value with customers.15
Dr. Schmidt is a recognized expert in demonstrating the ROI of customer experience and crafting compelling business cases for CX transformation across diverse industries.3 She is a frequent keynote speaker at conferences and leads CX workshops at events.1
With a background in services management and pricing consulting, Dr. Schmidt has been with Forrester for over 11 years.2 Her academic journey includes a PhD in services management, and she was inspired to pursue a career in CX after attending a lecture by Professor Bernd Stauss in Germany.2
Dr. Schmidt's recent work includes:
- Publishing research on how improving CX can drive significant revenue growth5
- Analyzing the impact of Net Promoter Score (NPS) on business metrics5
- Conducting the 2023 State of Voice of Customer (VoC) and CX Measurement Practices Survey5
- Exploring the concept of customer journeys and their importance in understanding customer perspectives5
Her LinkedIn username is maxieschmidt, where she shares insights on customer centricity, value, and metrics in the field of customer experience.4
Highlights
After my post about defining customer journeys (see link in comment), some of you asked how a #journeymap is defined. Here is the official Forrester version as created by Joana de Quintanilha and Michelle Beeson 👉 We define customer journeys as customers’ path and perceptions at they pursue a goal. 👉 the collection of all (relevant) journeys along a customer lifecycle we call journeys atlas
(I just edited this post to add that)
#cx and #journey veteran Keith Fletcher from E.ON shares sage advice with fellow CX leaders: three pillars to success and a really practical checklist. And he reminds us to be practical and #notboring when communicating about CX internally :-) Keith Fletcher - thank you for coming to the main stage at Forrester CX Summit for the second time!
