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Maxie   Schmidt-Subramanian

Maxie Schmidt-Subramanian

Principal Analyst Serving Customer Experience Professionals

Maxie Schmidt is a principal analyst serving customer experience (CX) professionals. She leads Forrester’s research on CX measurement programs. In that role, Maxie creates thought leadership and advises clients on how to build an effective CX measurement program, but also on how companies can (and should) innovate CX measurement practices beyond surveys. Maxie also writes about the business impact and the ROI of CX. Maxie is a frequent keynote speaker at conferences and leads CX workshops at events. 

Previous Work Experience

Before joining Forrester, Maxie was a Director at Simon-Kucher & Partners, a global strategy and marketing consulting company. She led national and global engagements to help her clients across a variety of industries improve products and pricing, and to design governance and processes around pricing. Previously, Maxie taught and researched services management at the Catholic University Eichstaett-Ingolstadt in Germany.

Education

Maxie holds a Ph.D. focusing on services management and a master's degree in management from Catholic University Eichstaett-Ingolstadt.

During her time in academia, Maxie was awarded an Emerald Literati Best Paper Award for her research on the frustration that 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.

Maxie Schmidt-Subramanian

Principal Analyst Serving Customer Experience Professionals

Maxie Schmidt is a principal analyst serving customer experience (CX) professionals. She leads Forrester’s research on CX measurement programs. In that role, Maxie creates thought leadership and advises clients on how to build an effective CX measurement program, but also on how companies can (and should) innovate CX measurement practices beyond surveys. Maxie also writes about the business impact and the ROI of CX. Maxie is a frequent keynote speaker at conferences and leads CX workshops at events. 

Previous Work Experience

Before joining Forrester, Maxie was a Director at Simon-Kucher & Partners, a global strategy and marketing consulting company. She led national and global engagements to help her clients across a variety of industries improve products and pricing, and to design governance and processes around pricing. Previously, Maxie taught and researched services management at the Catholic University Eichstaett-Ingolstadt in Germany.

Education

Maxie holds a Ph.D. focusing on services management and a master's degree in management from Catholic University Eichstaett-Ingolstadt.

During her time in academia, Maxie was awarded an Emerald Literati Best Paper Award for her research on the frustration that 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.

Maxie Schmidt-Subramanian's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: How To Measure Value For Customer

    Identify The Value Drivers That Matter And Define Metrics To Measure Performance

    September 10, 2020Maxie Schmidt-Subramanian

    Organizations don't typically know how customers derive value and which value drivers matter most. Instead, they measure value using flawed proxies. To make matters worse, they collect data about value in different parts of the organization, at different cadences, and using different tools. This makes it hard to assemble a complete picture of the value that customers derive. This report gives guidance to customer experience (CX) pros on how to overcome these challenges and measure true value for customers.

  • For Customer Experience Professionals

    REPORT: How Ending CX Bonuses Boosted CX Scores And Profitability For Volkswagen Group Australia

    July 21, 2020Maxie Schmidt-Subramanian

    Even though paying employees for delivering good customer experience (CX) is a bad idea, many firms still do it. This report for CX professionals shows how Volkswagen Group Australia, a firm in an industry that's notorious for this practice, ended CX bonuses and saw CX and sales improve.

  • For Customer Experience Professionals

    REPORT: Why CX: Proof That Investing In Experience Improves Revenue, Cost, And Risk

    Use Data From More Than 20 Companies To Make A Measurable And Meaningful Business Case For CX

    May 5, 2020 Judy Weader, Maxie Schmidt-Subramanian

    Customer experience (CX) can be a critical differentiator and transformation catalyst, but its effects are limited when those leading the CX charge can't make a measurable and meaningful case for why CX matters to their company. This report will help CX pros with data and approaches to make a winning business case for CX.

  • For Customer Experience Professionals

    REPORT: How To Succeed As A CX Professional

    Lean On Your Strengths To Advance Your Career And Your Organization's CX Program

    April 8, 2020Maxie Schmidt-Subramanian, Sam Karpinski

    Even the best customer experience (CX) professionals struggle to drive change when their strengths aren't a good match for the CX challenges facing their organization. What's more, some CX pros don't even know what their true strengths are — having been misled by popular but inaccurate personality tests. This report will help CX pros understand how to discover their strengths and succeed by applying them.

  • For Customer Experience Professionals

    REPORT: Video: How To Find Your Value-For-Customer Sweet Spot

    Use This Exercise To Find The Differentiating Blend Of Value Dimensions That Matches Your Target Customers' Needs

    March 30, 2020Maxie Schmidt-Subramanian, Shar VanBoskirk, Su Doyle, Kelley Spiridakis

    Even if you think about "value for customer" the right way, you must still find the sweet spot in which you uniquely help your most important target customers create value. To help you do that, this report for customer experience (CX) professionals includes a video, worksheet, and slide deck to guide you through an exercise.

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