Forrester

Maxie serves Customer Experience Professionals who lead enterprisewide customer experience efforts. Her research topics include the relationship between pricing and customer experience, customer experience measurement, and making the business case for customer experience.

Maxie has ten years of experience in consulting and academia. Prior to joining Forrester, Maxie worked at Simon-Kucher & Partners, a global strategy and marketing consulting company. In her last role, as director, she was responsible for managing client engagements and project teams. She helped clients achieve profit growth through product and price optimization based on deep customer insights and supported clients in developing pricing governance and processes. Her industry experience includes telecommunication, cable providers, retail, software, industrial goods, and manufacturing. 

Before Simon-Kucher & Partners, Maxie was a teacher, researcher, and project manager at the Department of Service Management of the Catholic University Eichstaett-Ingolstadt. Throughout her career, Maxie has appeared as a public speaker at conferences, workshops, and interviews.

Maxie holds a Ph.D. focusing on services management and a master's degree in management from Catholic University Eichstaett-Ingolstadt in Germany. Maxie was awarded an Emerald Literati Best Paper Award for her research on the frustration customers experience in loyalty programs. Her Ph.D. thesis on optimizing the quality of customer interactions in contact centers was later published as a book titled Managing Customer Care Centers for Customer Satisfaction (German original title: Zufriedenheitsorientierte Steuerung des Customer Care).