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: EX Measurement Best Practices: New Data Sources, New Insights, And More Accountability

    How To Continuously Shape A PEAK Employee Experience

    September 3, 2019Maxie Schmidt-Subramanian, Samuel Stern

    Most companies devote so much of their limited employee experience (EX) measurement resources to surveying employees that they overlook other sources of insights and fail to act on the insights to improve EX. This report describes how EX leaders can measure EX in ways that are both more efficient and more reflective of what matters to employees. The report also documents how to act on EX measurement data to create better employee experiences.

  • For Customer Experience Professionals

    REPORT: How To Choose The Right CX Beacon Metric

    Use Our 13-Criterion Tool To Determine Whether NPS, Satisfaction, Or Another KPI Should Be Your Organization's Top-Level CX Metric

    August 29, 2019Maxie Schmidt-Subramanian

    Firms need a customer experience (CX) beacon metric to measure the overall success of their CX efforts, rally employees behind CX as a priority, and build a CX measurement architecture. But CX professionals shouldn't just default to a standard CX beacon metric that might mislead their organization. This report gives CX pros a tool to choose the best possible CX beacon metric: one that is an effective top-level CX KPI for their firm.

  • For Customer Experience Professionals

    REPORT: The Journey Measurement Framework: Assess And Predict Journey Performance

    A Journey Measurement Series Report

    August 22, 2019Maxie Schmidt-Subramanian, Joana van den Brink-Quintanilha

    Most customer experience (CX) pros struggle to assess whether journeys are successful for the customer and the company. The solution: Evolve from traditional measurement to journey measurement. This report explains how to build a metrics framework that helps assess and predict journey performance.

  • For Customer Experience Professionals

    REPORT: The ROI Of CX Transformation

    The Business Case Report In The CX Transformation Playbook

    August 15, 2019Maxie Schmidt-Subramanian

    Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX 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 explains 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. Forrester refreshes this report regularly based on new research.

  • For Customer Experience Professionals

    REPORT: Q&A: Customer Effort Metrics — CX Pros Must Measure More Than "How Much"

    July 29, 2019Maxie Schmidt-Subramanian

    Customer experience (CX) professionals who want to measure customer effort often fail to consider important aspects of this challenge. This report answers five big questions CX pros should ask themselves as they attempt to determine just how hard their brand makes customers work to achieve goals.

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