Rethinking the Role of Customer Experience with Maxie Schmidt

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 Linkshttps://www.linkedin.com/in/maxieschmidt/The Top 3 Key LearningsCustomer 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.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.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.Chapters00:00 Game Start00:37 Guest Introduction02:12 Values Driving CX04:43 Rethinking 'Outside-In' Perspectives07:03 Challenges in CX Integration10:49 Defining Customer Experience in Organizations16:40 The Importance of CX Measurement19:34 Successful CX Integration Examples23:50 Translating CX Insights for Stakeholders24:36 The Future of CX26:09 Maxie’s Golden Nugget27:11 Closing RemarksWe would love to hear your thoughts on this episode! Please share your feedback, and don't forget to follow and subscribe to the podcast using the links below:Apple Podcast: Apple Podcast LinkSpotify: Spotify Link

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Business & Digital Transformation, Leadership, Innovation and Customer Experience. It's not about B2B or B2C business - we are in a HUMAN to HUMAN environment. Don't waste your time looking for latest insights, best practices, methods, ... I bring them to you. I personally select the best thought leaders, experts, specialists and friends to give you, episode after episode, everything you need to smartly play in your job and in your life. More information: www.cxgoalkeeper.com/podcast About Gregorio Uglioni - Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions customer experience, experience, customer service, service, transformation, cx transformation, agility, best practices, customer, acquisition, retention, cost to serve, best in class service, best in class experience, thought leader, transformation manager, cx manager, senior management, cx strategy, voice of the customer, voice of the employee, growth, purpose, improve business results, award-winning strategy, cx community, leadership, improvements, cx governance, experience design, customer journey, ACXS, CCXP, CXPA, employee experience, innovation, cx culture, cx design, cx architecture, service culture, people first, human being, purpose