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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: Voice Of The Customer Vendor Landscape, 2017

    Twenty-Nine VoC Vendor Profiles Will Kickstart Your Selection Process

    September 5, 2017Maxie Schmidt-Subramanian

    Companies use voice-of-the-customer (VoC) programs to collect and analyze customer feedback, inform customer experience (CX) improvements, and track the results of those improvements. To manage the complex challenges involved with running VoC programs, CX pros can turn to a variety of vendors that support some or all components of their VoC program. Forrester surveyed 29 vendors that offer VoC products and services. Based on the vendors' self-reported data, this report categorizes these vendors and provides an overview of their capabilities as of Q2 2017. This is an update of a report previously published in 2014.

  • For Customer Experience Professionals

    REPORT: The ROI Of CX Transformation

    The Business Case Report In The CX Transformation Playbook

    June 19, 2017 Dylan Czarnecki, Maxie Schmidt-Subramanian

    Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX transformation leaders need to invest in areas like training, technology, and professional services. Do the benefits of CX transformation outweigh the costs and result in positive ROI? And how can you make that determination for your company? This report shows business leaders how to calculate the benefits, cost, and ROI of an enterprisewide CX transformation and use the resulting ROI model to fuel a winning business case for CX transformation.

  • For Customer Experience Professionals

    REPORT: The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017

    Ten Providers That Matter And How They Stack Up

    April 10, 2017Maxie Schmidt-Subramanian

    In our 39-criteria evaluation of customer feedback management platform providers, we identified 10 vendors that matter — Clarabridge, Confirmit, InMoment, MaritzCX, Medallia, NICE, Qualtrics, Satmetrix Systems, SMG, and Verint Systems — and researched, analyzed, and scored them. This report shows how each provider measures up and helps CX professionals make the right choice.

  • For Customer Experience Professionals

    REPORT: Q&A: Seven Questions CX Pros Should Ask Before Diving Into Text Analytics

    How To Make The Most Of Unstructured Customer Feedback

    March 24, 2017 Faith Adams, Maxie Schmidt-Subramanian, Boris Evelson, Elizabeth Cullen

    For complete customer understanding, customer experience professionals must harness both structured and unstructured customer feedback. Text analytics helps mine unstructured data to understand what customers talk about and how they feel about those topics. While most CX pros are comfortable with analyzing structured feedback from surveys, only 27% of CX pros use text analytics. In this report, CX pros get answers to seven key questions that will give them a leg up for the often perilous journey of mining and analyzing unstructured customer feedback.

  • For Customer Experience Professionals

    REPORT: Drive Revenue With Great Customer Experience, 2017

    January 18, 2017Maxie Schmidt-Subramanian, Dylan Czarnecki, Laura Garvin Tramm

    Many customer experience (CX) pros find it hard to show the connection between improving CX and growing revenue. That's why Forrester built models that demonstrate how CX improvements drive revenue growth through increased loyalty. This report shows the revenue potential from improving CX for 13 of the industries we cover in Forrester's Customer Experience Index (CX Index™). CX pros can use this data to make the case for investing in customer experience.

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