Maxie Schmidt

How effective are customer experience (CX) measurement programs? To answer this question, we fielded our 2022 State Of VoC And CX Measurement Practices Survey among CX professionals responsible for measurement or voice of the customer (VoC) at their organization. You will find the detailed results in our report, The State Of CX Measurement Practices, 2022 […]

The hard work of customer obsession deserves recognition. Discover the finalists for the inaugural Customer-Obsessed Enterprise Award — EMEA.

Forrester just published The European Net Promoter Rankings, 2022 report, including the Net Promoter Score℠ (NPS) and industry rank for 133 brands in banking, auto and home insurers, and auto manufacturers across France, Germany, Italy, Spain, the UK, and Sweden (new in the rankings this year). We asked more than 35,000 European consumers in our […]

Die CX-Qualität deutscher Auto- und Hausratversicherungsunternehmen ist weiterhin hoch und übertreffen ihre europäischen Konkurrenten. Jetzt mehr erfahren.

Win support for customer experience transformation by connecting CX to financial goals. Learn how to craft a compelling CX business case, with examples.

“Help us help you.” This was the call to action we put out in July and August of 2022 to voice-of-the-customer (VoC) and customer experience (CX) measurement leaders around the world. We asked CX professionals responsible for VoC and CX measurement activities to tell us about their teams’ scope and structure, practices, and challenges. In […]

Our New Report, How Customer Experience Drives Business Growth, 2022, Puts A $-Value On Improving CX By 1 Point. Many customer experience (CX) leaders find it hard to make the case for investing in CX. That’s why Forrester built industry-specific models that demonstrate how CX improvements drive business growth through increased customer loyalty. Read our […]

Amidst a flurry of C-level leaders declaring that their organizations are currently or are becoming customer centric, customer experience (CX) leaders face their biggest battle yet: Making executives in their organization aware of the damaging shadow they as leaders cast on efforts to become more customer obsessed. My colleague Richard Sheahan and I often talk […]

Laut Forresters CX-Index ist die CX-Qualität in Deutschland gesunken. Wie können deutsche Banken die Customer Experience verbessern? Jetzt mehr erfahren.

Watch this 60-second video to learn the key drivers of value for customers.

Read recommendations for how to select the a CX beacon metric that will work for your organization, including evaluation questions.

Is your organization starting to embrace the idea that value for customers matters? Great. But your organization cannot “deliver” it. No one can. That’s not how value works. Check out this 90-second video below (no audio) to learn: Three truths about value for customers that explain why no organization can “deliver” it. The key role […]

B2B firms work hard to build relationships with their clients. Yet the way they collect feedback and measure CX can undermine that work.

We all talk about it. Most of us believe it. Nearly nobody does it: Organizations are NOT optimising for value for customer. If they did, they’d make sure to help customers accomplish their goals and meet their needs. But instead, most companies optimize value for the business. Three illusions are at the root of this. […]

In his book Winning On Purpose, Fred Reichheld, one of the creators of Net Promoter Score (NPS), and his coauthors Darci Darnell and Maureen Burns introduce a new metric: earned growth. They previewed the idea in a recent Harvard Business Review article. Earned growth measures the revenue growth generated by returning customers and their referrals. […]

In 2022, brands will look to customer experience teams to help them navigate their way through the pandemic. Find out more.

En 2022, les marques se tourneront vers leurs équipes Expérience Client (CX) pour mieux naviguer dans le sillage tourmenté de la pandémie, s'adapter à la « nouvelle normalité » et gérer les attentes et les émotions des clients autour d'enjeux aussi variés que l'accélération et la saturation numériques, le développement durable et la confidentialité. 

2022 werden Unternehmen auf ihre Customer Experience (CX)-Teams angewiesen sein, um einen Weg durch die Pandemie zu finden und sich auf eine „neue Normalität“ einzustellen.

The strong connection between customers and money — and how the first leads to the second — would make CX pros and CFOs realize the value of collaboration.