Many CX teams say they are journey‑led. Fewer can prove the value of those journeys.

In this episode, Angelina Gennis and Martin Gill speak with Maxie Schmidt, VP and Principal Analyst at Forrester, about how to reboot journey measurement so it drives decisions, rather than populates dashboards.  We examine how to move beyond end‑of‑journey surveys and NPS to focus on measuring what actually matters: value for the customer and value for the business. We cover:

  • Why end‑of‑journey surveys are lagging and often misleading
  • The three levels of CX measurement: relationship, journey, and touchpoint
  • How to define journey value using strength and stability
  • The difference between success metrics and signal metrics
  • How to design metrics around journey goals, not default scores
  • Where benchmarking helps — and where it distracts