Featuring

Maxie Schmidt, VP, Principal Analyst

Show Notes

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. We discuss:

  • How metrics obsession turns measurement into a dysfunctional goal rather than a tool for progress.
  • Symptoms of metrics obsession and what a healthy relationship with metrics looks like.
  • The role of CX leaders in building culture energy and trust around metrics.
  • The need for culture change through better metrics design.

If you’d like to read the metrics manifesto, please reach out to agennis@forrester.com or mschmidt@forrester.com.