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  • Customer Intelligence
  • Maxie Schmidt-Subramanian

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  • Report How To Choose The Right CX Beacon Metric

    Use Our 13-Criterion Tool To Determine Whether NPS, Satisfaction, Or Another KPI Should Be Your Organization's Top-Level CX Metric
    August 29, 2019 | Maxie Schmidt-Subramanian

    Firms need a customer experience (CX) beacon metric to measure the overall success of their CX efforts, rally employees behind CX as a priority, and build a CX measurement architecture. But CX...

  • Report The ROI Of CX Transformation

    The Business Case Report In The CX Transformation Playbook
    August 15, 2019 | Maxie Schmidt-Subramanian

    Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX leaders need to invest in areas like...

  • Forum CX NYC 2019

    Change The Game: Leading Radical CX Innovation
    June 11, 2019 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Webinar Why Paying Employees For Delivering Good CX Is A Bad Idea

    September 11, 2018 | Maxie Schmidt-Subramanian, Samuel Stern

    Monetary incentives for good CX delivery backfire. They create bad CX and bad employee experiences. In this webinar, Maxie and Sam explain — and bust — the five myths that lead...

  • Report The Top 14 Hacks For Your CX Business Case

    Nail The Mechanics Of Your ROI Model And Compel Executives To Invest In CX
    August 24, 2018 | Maxie Schmidt-Subramanian

    In a recent survey, only 14% of CX professionals strongly agreed that the return on investing in CX is well established in their firms. To be fair, that's partly because building a compelling CX...

  • Report Design Better CX Surveys With This Checklist

    Assess CX Surveys On 30 Criteria For Higher-Quality Data And Better Respondent Experiences
    August 8, 2018 | Maxie Schmidt-Subramanian

    Poorly designed customer experience (CX) surveys don't produce useful results but do create bad customer experiences. This report includes a downloadable checklist that helps CX professionals...

  • Webinar The Future Of CX Measurement

    February 6, 2018 | Maxie Schmidt-Subramanian

    Three trends are disrupting how you can measure customer experience. These trends make it imperative for companies to innovate — or face the certainty that even their advanced CX measurement...