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: 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...

  • 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...

  • For Customer Experience Professionals

    Report: The Top 10 Voice Of The Customer (VoC) Program Questions Answered

    The VoC helps improve customer experience (CX) and drive significant business value. To help organizations get the most out of their VoC programs, Forrester answered the most common questions th...

  • 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...

  • For Customer Experience Professionals

    Report: The Revenue Impact Of Customer Experience, 2015

    Many customer experience (CX) pros find it hard to draw a clear connection between improving customer experience and increasing their firm's revenue. That's why Forrester developed industry-spec...

View all of Maxie Schmidt-Subramanian's Research

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