Maxie Schmidt is a Forrester VP and Principal Analyst known for her expertise in customer experience measurement. She discusses the latest survey findings on voice-of-customer practices, revealing optimism in CX maturity for 2024 despite existing challenges. Maxie highlights the critical gaps in current measurement practices, advocating for real-time data over traditional methods. She emphasizes the necessity of embedding metrics into business strategies and the importance of linking data to specific business outcomes to drive strategic influence.

The podcast discusses the challenges of scaling CX measurement programs across diverse business units and countries. It highlights the importance of unified metrics for effective CX measurement while emphasizing the need for local adaptations. Case studies illustrate the strategies for implementing consistent measurement programs in multinational organizations and the evolution of central teams in global transformations.

Maxie Schmidt, Vice President und Principal Analyst bei Forrester und Expertin für Customer Experience, spricht mit Peter Pirner über die Prognosen für 2025. Sie thematisiert die steigenden Herausforderungen im CX-Management, wie den Druck auf Teams zur Nachweisführung des ROI. Die Rolle von Barrierefreiheit und die transformative Kraft von KI im Kundenservice werden ebenfalls behandelt. Schmidt betont die Notwendigkeit, Kundenorientierung und intelligente Ziele fest in der Unternehmensstrategie zu integrieren.