Maxie Schmidt-Subramanian is a principal analyst at Forrester Research who serves CX professionals. Follow her on Twitter @maxieschmidt.
Articles for Maxie Schmidt-Subramanian
Is Net Promoter Score Right for You?
28 Oct 2019
Loyalty and CX are not the same thing
Paying Employees for Delivering Good CX Is a Bad Idea
01 Oct 2018
Money can be a shortcut to accountability. Here's how to wean yourself off of monetary incentives
Effective CX Measurement Requires a CX Culture
01 Dec 2017
Customer experience metrics can get in the way of delivering good experiences.
How to Make the Case for CX Investment
27 Feb 2017
Good customer experience drives revenue, but your argument will need to show nuance