Maxie Schmidt-Subramanian

Senior Analyst serving Customer Experience PROFESSIONALS

Maxie serves Customer Experience Professionals who lead enterprisewide customer experience efforts. The research areas that Maxie covers include customer experience measurement, voice-of-the customer programs and vendors, making the business case for customer experience efforts, and the relationship between pricing and customer experience.

Previous Work Experience

Maxie has 10 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.

Education

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).

Maxie Schmidt-Subramanian's Research

  • For Customer Experience Professionals

    Report: The State Of Voice Of The Customer Programs, 2014: It's Time To Act

    Voice of the customer (VoC) programs are vital to improving customer experience; they both feed customer experience (CX) measurement and uncover the insights necessary to deliver better experien...

    • Downloads: 263
  • For Customer Experience Professionals

    Report: Case Study: How American Cancer Society Used Measurement To Optimize Customer Experience

    The American Cancer Society (ACS) is the most comprehensive organization fighting cancer in the US. Every year, ACS touches millions of people who are invested in the fight against cancer. Howev...

    • Downloads: 123
  • For Customer Experience Professionals

    Report: The Business Impact Of Customer Experience, 2014

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three simple models to estimate the impact that cu...

    • Downloads: 832
  • For Customer Experience Professionals

    Report: How Three B2B Firms Measure Customer Experience

    Customer experience leaders in business-to-business (B2B) firms need a measurement program that tells them how good their customers' experiences are today, provides guidance on how to improve th...

    • Downloads: 477
  • For Customer Experience Professionals

    Report: Voice Of The Customer Vendor Go-To-Market Strategies, 2014

    When companies select vendors to support their voice of the customer (VoC) programs, they must look not only at vendor capabilities but also at other factors that drive success in the vendor rel...

    • Downloads: 273
  • For Customer Experience Professionals

    Report: The Business Impact Of Customer Experience, 2013

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and loyalty. We built three simple models to estimate the impact customer experie...

    • Downloads: 1326
  • For Customer Experience Professionals

    Report: Seven Steps To Successful Customer Experience Measurement Programs

    Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what's working and what's broken. This rep...

    • Downloads: 1123
  • For Customer Experience Professionals

    Report: The Business Impact Of Customer Experience, 2014

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three simple models to estimate the impact that cu...

    • Downloads: 832
  • For Customer Experience Professionals

    Report: Banks And Retailers: You Cannot Price Your Way Out Of Bad Customer Experiences

    Have you ever wondered whether it makes more sense to invest in customer experience or in dropping your prices to improve customer loyalty? We tested the relationship between customers' percepti...

    • Downloads: 643
  • For Customer Experience Professionals

    Report: Executive Q&A: Customer Experience Measurement

    To measure customer experience (CX), firms need a framework that tells them not only how good their customers' experiences are but also how to improve them and what benefits to expect from doing...

    • Downloads: 615
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