110: The Customer Experience Index, 2017

Angelina is joined by VP, principal analyst Maxie Schmidt to dive deep into the phenomenon of metrics obsession in organizations, exploring why it happens, its symptoms, and how CX leaders can move from dysfunctional measurement practices to a culture of measurement mastery. Drawing on their keynote experiences and research, they discuss the impact of metrics on employee experience, organizational culture, and customer outcomes.

Hot off the back of the recent publication of Forrester’s Customer Journey Management (CJM) Wave™, VP, principal analyst Joana de Quintanilla joins Martin Gill to talk all things CJM. We shifted the category name this time round from “journey mapping” to “journey management,” which reflects some tangible trends we’ve been seeing in the market.