The CX Cast 431: Metrics Obsession – Fixing Dysfunctional CX Measurement
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Dec 2, 2025 Maxie Schmidt, a Forrester VP and expert in customer experience measurement, joins to explore the intriguing issue of metrics obsession in organizations. They uncover how metrics can become detrimental goals rather than useful information. The conversation reveals how this obsession harms employee experiences and organizational culture. Maxie shares the symptoms of dysfunctional measurement practices and emphasizes the importance of aligning metrics with actual outcomes. Their discussion highlights the need for psychological safety and the establishment of a Metrics Manifesto to foster healthier measurement practices.
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Metrics As Goals Break Their Purpose
- Organizations often treat metrics as goals rather than information, which breaks their purpose.
- Maxie Schmidt warns this misconception creates costly management myths and bad outcomes.
What Healthy Metrics Do
- Functional metrics should inform progress, guide actions, and create shared understanding.
- When scores become the obsession, metrics mislead and no longer reflect real customer experience.
Employees Begging For Scores
- Employees sometimes beg customers for perfect scores, which invalidates feedback.
- Maxie and Angelina found 68% of US customers reported experiencing score-solicitation.