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