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2 weeks ago | 
forrester.com | Maxie Schmidt |Maxie Schmidt-Subramanian
Metrics are at the heart of every successful customer experience (CX) strategy. Knowing what to measure, how to measure it, and how to act on that information can help businesses transform their CX efforts into tangible outcomes. In a recent webinar, we explored these critical points and provided actionable insights into how organizations can use metrics to elevate CX and advance business goals.
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1 month ago | 
forrester.com | Joana de Quintanilha |Maxie Schmidt |Dipanjan Chatterjee |Sharyn Leaver
Every customer journey can create or destroy value — both for your customers and for your firm. That’s why you need to measure value creation and use these insights to optimize value. At our CX Summit EMEA on June 2–4, 2025, we have two interconnected sessions to help you do that. How To Measure Journeys Effectively will feature insights from Forrester’s journey benchmarking study for three industries: banking, telecommunications, and utilities.
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2 months ago | 
forrester.com | Gina Bhawalkar |Maxie Schmidt |Martin Gill
Is everyone in your organization aligned on who your customers are? Does your organization understand your customers? Since at least the turn of the millennium, businesses have turned to personas as a way to address questions like these. Personas are insights-based, easy-to-understand representations of a group of people, including their goals, needs, and behaviors. They likely exist in some form in your organization.
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2 months ago | 
forrester.com | Maxie Schmidt |Brett Kahnke |Joe Cicman |Maxie Schmidt-Subramanian
Happy Spring! Let’s clean out old insights and create new ones. That’s why we just opened our annual Feedback Management & CX Measurement Practices survey to you. It gathers rich data about what you and your teams are doing and the challenges you face. The insights we learn from this survey inform our research for the coming year – and help us better serve the CX community with trusted information from their peers around the world.
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Jan 9, 2025 | 
forrester.com | Maxie Schmidt |Joana de Quintanilha |Maxie Schmidt-Subramanian
Each year, we calculate how much business growth improving Forrester’s Customer Experience Index (CX Index™) by one point drives. For 2024, we published the results in the report, How Customer Experience Drives Business Growth, 2024.
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Jan 9, 2025 | 
forrester.com | Maxie Schmidt |Phyllis Davidson |Jeffrey Rajamani |Maxie Schmidt-Subramanian
Are you a CX leader at a company using Net Promoter Score ℠ (NPS)? Then you must be the most knowledgeable person on how exactly a change in NPS affects your organization’s key business metrics. Only then can you answer these super important questions:Will you focus on CX improvements that remove pain points to reduce the number of detractors? Will you focus on designing new and differentiating experiences that may help you gain more promoters? Or both?
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Jan 9, 2025 | 
forrester.com | Joana de Quintanilha |Maxie Schmidt |Phyllis Davidson
Do You Know What Your Energy Takers And Energy Givers Are? Knowing what your energy givers and energy takers are is an important step in managing your personal energy and productivity. Energy takers are too much screen time, overthinking, clutter and mess, dehydration, sitting for too long, and setting unrealistic goals. Energy givers are sunlight, nourishing food, exercise, fresh air, music, meaningful work, and laughter.
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Nov 29, 2024 | 
forrester.com | Maxie Schmidt |Julie Mohr |Mo Allibhai |Maxie Schmidt-Subramanian
As Q4 nears its end, companies reflect on their achievements and prepare strategies for the coming year. This reflection is critical, as Forrester’s CX Index 2024 shows: CX Index scores have dipped across the board. In this context, I urge you to remind everyone in your organization: “CX is not a project.” Projects end, but placing customers at the center of your business’ strategy, operations and leadership requires continuous commitment.
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Nov 3, 2024 | 
cdotrends.com | Maxie Schmidt
As a global B2B technology and services company, Fujitsu has long recognized the importance of customer experience (CX) in driving business success. But a few years ago, the company’s European division decided it was time to double down on CX as a strategic imperative. It saw an opportunity to differentiate with CX, especially in B2B, and aspired to become a long-term, trusted digital transformation partner to its customers. The results have been impressive.
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Nov 1, 2024 | 
forrester.com | Maxie Schmidt |Mo Allibhai |Paul Miller |Maxie Schmidt-Subramanian
As a global B2B technology and services company, Fujitsu has long recognized the importance of customer experience (CX) in driving business success. But a few years ago, the company’s European division decided it was time to double down on CX as a strategic imperative because it saw an opportunity to differentiate with CX — especially in B2B, and it aspired to become a long-term, trusted digital transformation partner to its customers. The results have been impressive.
