The Challenge of Scaling CX Measurement in Large Organizations

In the podcast episode, Maxie Schmidt discusses the challenges related to scaling customer experience measurement in large, complex organizations. The primary dilemma revolves around balancing the need for consistency in metrics across the organization while allowing for adaptation to local needs. This challenge arises from the requirement to track customer experience effectively on a global scale while ensuring relevance at a local level. Schmidt emphasizes the importance of striking a balance between standardization and localization in CX measurement programs.