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431: Metrics Obsession – Fixing Dysfunctional CX Measurement
Angelina is joined by VP, principal analyst Maxie Schmidt to dive deep into the phenomenon of metrics obsession in organizations, exploring why it happens, its symptoms, and how CX leaders can move from dysfunctional mea...
About This Episode
431: Metrics Obsession – Fixing Dysfunctional CX Measurement is an episode from The CX Cast® by Forrester. Angelina is joined by VP, principal analyst Maxie Schmidt to dive deep into the phenomenon of metrics obsession in organizations, exp...
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This episode belongs to The CX Cast®.
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Episode Details
Published Dec 2, 2025, 37:45 long, audio available.
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Questions About This Episode
What is 431: Metrics Obsession – Fixing Dysfunctional CX Measurement about?
Angelina is joined by VP, principal analyst Maxie Schmidt to dive deep into the phenomenon of metrics obsession in organizations, exploring why it happens, its symptoms, and how CX leaders can move from dysfunctional measurement practices to a culture of measurement mastery. Drawing on their keynote experiences and research, they discuss the impact of metrics on employee experience, organizational culture, and customer outcomes.
Where can I listen to 431: Metrics Obsession – Fixing Dysfunctional CX Measurement?
You can listen to 431: Metrics Obsession – Fixing Dysfunctional CX Measurement online on Radio and Podcast. Open the player on this page to stream the available audio.
Which podcast is 431: Metrics Obsession – Fixing Dysfunctional CX Measurement from?
431: Metrics Obsession – Fixing Dysfunctional CX Measurement is an episode from The CX Cast® by Forrester.
How long is this episode?
This episode is 37:45 long.
When was this episode published?
This episode was published on Dec 2, 2025.
Can I save 431: Metrics Obsession – Fixing Dysfunctional CX Measurement for later?
Yes. Use the heart button on the episode page to add it to your favorite episodes list.
Are there related episodes from The CX Cast®?
Yes. This page shows related episodes from The CX Cast® when more episodes are available from the podcast feed.
Quick Answers About This Episode
Where can I listen to 431: Metrics Obsession – Fixing Dysfunctional CX Measurement?
You can listen to 431: Metrics Obsession – Fixing Dysfunctional CX Measurement on this page when the episode audio is available from the podcast feed.
Which podcast is this episode from?
431: Metrics Obsession – Fixing Dysfunctional CX Measurement is from The CX Cast® by Forrester.
What are the episode details?
Published Dec 2, 2025 and 37:45 long