Maxie Schmidt-Subramanian

Senior Analyst serving Customer Experience PROFESSIONALS

Maxie Schmidt-Subramanian is a senior analyst at Forrester Research serving Customer Experience Professionals. Her research focus areas 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

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

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 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 frequently leads workshops and speaks at industry conferences and events.

Maxie Schmidt-Subramanian's Research

  • For Customer Experience Professionals

    Report: What's New With Customer Feedback Management Vendors

    In the past year, the already-dynamic customer feedback management (CFM) market has further evolved, requiring customer experience (CX) professionals to navigate a changed vendor landscape. This...

    • Downloads: 142
  • For Customer Experience Professionals

    Report: Cure Broken Customer Experiences With Voice Of The Employee Programs

    Customer experiences fail, and customer experience (CX) pros often don't know why. That's because they don't systematically collect feedback from the one group that can provide insight about the...

    • Downloads: 257
  • For Customer Experience Professionals

    Report: Case Study: How Sage Software North America Built Tools And Governance To Improve CX

    Companies struggle to deliver on their customer experience (CX) goals. In 2012, Sage Software North America (Sage NA) was one of them. This report shows how Sage NA put an advanced system of too...

    • Downloads: 157
  • For Customer Experience Professionals

    Report: Executive Q&A: Top 10 NPS Questions Answered For CX Professionals

    Since its introduction in 2003, Net Promoter has become one of the most widely used metrics for companies that want to measure and improve customer loyalty. Many customer experience (CX) profess...

    • Downloads: 958
  • 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: 1662
  • 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: 1662
  • 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: 1390
  • 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: 1396
  • For Customer Experience Professionals

    Report: Executive Q&A: Top 10 NPS Questions Answered For CX Professionals

    Since its introduction in 2003, Net Promoter has become one of the most widely used metrics for companies that want to measure and improve customer loyalty. Many customer experience (CX) profess...

    • Downloads: 958
  • For Customer Experience Professionals

    Report: Voice Of The Customer Vendor Landscape, 2014

    Companies use voice of the customer (VoC) programs to collect and analyze customer feedback, inform customer experience improvements, and track the results of those improvements. To manage the c...

    • Downloads: 765
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