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: The Future Of CX Measurement

    Advanced Level: Measurement Practices For CX Transformation

    December 3, 2018Maxie 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. Forrester refreshes this report regularly based on new research.

  • For Customer Experience Professionals

    REPORT: Establish A CX Measurement Program In Seven Steps

    Beginner Level: Measurement Practices For CX Transformation

    November 29, 2018 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 an effective measurement program and use it to power a CX transformation. It also links to additional reports that provide more depth for when you're ready to evolve your measurement competency to the intermediate level. Forrester refreshes this report regularly based on new research.

  • For Customer Experience Professionals

    REPORT: Elevate And Scale Your CX Measurement Program

    Intermediate Level: Measurement Practices For CX Transformation

    November 28, 2018 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 to the intermediate level. 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.

  • For Customer Experience Professionals

    REPORT: Predictions 2019: Employee Experience

    The Spotlight Shines Bright As Executives Scramble To Improve EX

    November 5, 2018 Samuel Stern, Maxie Schmidt-Subramanian, Andrew Hewitt, Kelly Price, J. P. Gownder, Amanda LeClair

    Low unemployment and high quit rates are intensifying the already bright spotlight on employee experience (EX). But while companies, EX professionals, and executives are anxious to improve employee experience, many of their 2019 efforts will be misguided. In this report, we share five predictions for what will happen to employee experience next year.

  • For Customer Experience Professionals

    REPORT: Predictions 2019: Customer Experience

    Customer Experience Comes Under Fire

    November 5, 2018 Harley Manning, Gina Bhawalkar, Ryan Hart, TJ Keitt, Rick Parrish, Maxie Schmidt-Subramanian, Adele Budovsky, Judy Weader

    Customers expect their experiences to keep getting better. Trouble is, they haven't — or at least not enough to keep up with those rising expectations. This has been going on for the last three years and will begin to boil over in 2019, leading to a series of systemic shocks for CX transformation efforts and turmoil for CX professionals. What happens next? A group of Forrester's top experts on customer experience came together to answer that question. Here are their five most impactful, surprising predictions that are likely to come true in the coming year.

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