Dr. Maxie Schmidt is a principal analyst in Forrester’s customer experience (CX) practice. She leads Forrester’s research on CX measurement and value for customer. In her role, she advises leaders on how to build effective CX measurement programs, make the case for CX, and cocreate value with customers. Maxie is a frequent keynote speaker at conferences and leads CX workshops at events.
Amid broader CX stagnation, success in 2025 will favor the bold CX leaders who strategically invest to achieve differentiation and drive growth.
Younger buyers and genAI are driving changes in how B2B buyers purchase. In 2025, these drivers will result in a tipping point as buyers push providers to deliver better buyer experiences.
Discover the NPS of 60 European banks and the four key drivers per country that drive NPS the most.
This report explores how Schneider Electric is transforming its business model through APIs, cocreation partners, and a new value creation approach.
Forrester’s CX Business-Case-On-A-Page Template helps CX leaders create a one-pager to communicate projects to their team and the wider organization.
Measure your CX function’s value across four key categories.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.
