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: Elevate And Scale Your CX Measurement Program

    Advance Your Measurement Practices For CX Transformation

    October 19, 2017 Amit Bhatia, Maxie Schmidt-Subramanian

    Once organizations have established a minimum viable program for measuring customer experience (CX), they are ready to move on to the next phase — advancing the measurement program. This requires adopting best practices to elevate the quality of measurement and scaling the program across the organization. This report, part of the CX transformation playbook, explains how. It also links to additional reports that provide more depth.

  • For Customer Experience Professionals

    REPORT: The Future Of CX Measurement

    Innovate Measurement Practices For CX Transformation

    October 19, 2017Maxie Schmidt-Subramanian

    Three trends are disrupting how companies measure customer experience (CX). These trends make it imperative for companies to innovate — or face the certainty that even their advanced CX measurement programs will break down over time. This report shows how CX transformation leaders can modernize surveys, tap into new sources of CX measurement data, and upgrade CX analytics to drive more action.

  • For Customer Experience Professionals

    REPORT: Establish A CX Measurement Program In Seven Steps

    Establish Your Measurement Practices For CX Transformation

    October 19, 2017 Faith Adams, Maxie Schmidt-Subramanian

    Customer experience (CX) transformation requires companies to quantify the quality of experiences and their link to the organization's overall metrics. To do this, CX leaders need to establish robust measurement practices, but for most firms, that's a tall order. This report describes how to establish a measurement program and leverage it to continue to power a CX transformation. It also links to additional reports that provide more depth for when you're ready to advance your measurement competency.

  • For Customer Experience Professionals

    REPORT: Drive Business Growth With Great Customer Experience, 2017

    The Upside Of Investing In CX For 17 Industries

    October 12, 2017Maxie Schmidt-Subramanian, Dylan Czarnecki, Laura Garvin Tramm

    Many customer experience (CX) pros find it hard to show the connection between improving CX and making a business impact. That's why Forrester built models that demonstrate how CX improvements drive growth by increasing customer loyalty. This report shows the growth potential from improving CX for 17 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.

  • 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.

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