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In this episode, we sit down with Maxie Schmidt, a CX expert from Forrester, to dive into the challenges of measuring customer experience. Maxie shares her insights on how traditional metrics, like NPS, often fail to capture the full picture, leading companies to miss the human element of both customer and employee experiences.
We explore the risks of over-reliance on data, the role of AI in sentiment analysis, and the importance of using metrics that reflect real CX goals. Maxie’s practical advice will help organizations shift to more meaningful, human-centered measurements and create better experiences overall.
Maxie Schmidt on LinkedIn: linkedin.com/in/maxieschmidt
Learn more about Maxie's work at their website: https://www.forrester.com/
Forrester on Linkedin: https://www.linkedin.com/company/forrester-research/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi