Maxie Schmidt, VP, Principal Analyst

Show Notes:

Most large organizations operate across lines of business, products, segments, brands, and/or countries. CX leaders who want to scale their CX measurement program across such an organization must balance the need for efficient and consistent CX measurement with an appropriate level of autonomy for organizational units. VP and Principal Analyst Maxie Schmidt answers common questions on scaling measurement management programs, illustrated through case studies. We cover: 

  • Do we need one CX score across the organization? 
  • How do we benchmark between countries or brands? 
  • Who does what between local, central, and global resources? 
  • How much should we standardize? 
  • How do centralized teams get business units on board? 
  • How do business units work with centralized teams?