Rethinking the Role of Customer Experience with Maxie Schmidt

THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership

In this enlightening episode of the CX Goalkeeper Podcast, Maxie Schmidt, a leading expert in customer experience at Forrester Research, takes us on a journey to rethink the role of customer experience within organizations. If you’re a CX professional, leader, or simply interested in how customer experience can transform businesses, this episode is a must-listen. Maxie shares practical insights on integrating CX into business strategies, how to overcome common challenges, and why rethinking established practices is essential for success.

Relevant Links

• https://www.linkedin.com/in/maxieschmidt/

The Top 3 Key Learnings

1. Customer Experience as a Core Business Discipline: Successful CX teams integrate customer experience into the decision-making process, making it a fundamental part of business strategy rather than an isolated function.
2. Translating CX Insights for Stakeholders: It’s crucial to communicate CX insights in a way that resonates with different departments, ensuring alignment and buy-in across the organization.
3. Rethinking Traditional CX Practices: Organizations must continuously question and evolve their CX strategies to stay relevant and truly customer-centric rather than relying on established methods.

Chapters

00:00 Game Start

00:37 Guest Introduction

02:12 Values Driving CX

04:43 Rethinking 'Outside-In' Perspectives

07:03 Challenges in CX Integration

10:49 Defining Customer Experience in Organizations

16:40 The Importance of CX Measurement

19:34 Successful CX Integration Examples

23:50 Translating CX Insights for Stakeholders

24:36 The Future of CX

26:09 Maxie’s Golden Nugget

27:11 Closing Remarks

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