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: 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...

    • Downloads: 1055
  • For Customer Experience Professionals

    Report: How To Set Employee Goals That Drive Great CX

    Companies must align employee goals with desired customer metrics to deliver better experiences. To get it right, companies must make employees accountable for parts of the experience that they ...

    • Downloads: 220
  • For Customer Experience Professionals

    Report: How To Measure Digital Customer Experience

    Customer experience (CX) pros struggle to measure digital CX. Without effective measurement efforts, however, they're sure to create substandard digital experiences for customers. To succeed at ...

    • Downloads: 554
  • 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...

    • Downloads: 2539
  • For Infrastructure & Operations Professionals

    Report: Brief: Ignite Your Workforce Experience With Your Service Desk

    Ensuring a positive service desk experience means minimizing the effort that your workforce expends to get help. Don't make employees jump through hoops to reach you because you're too focused o...

    • Downloads: 113
  • 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...

    • Downloads: 2539
  • 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...

    • Downloads: 1676
  • 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...

    • Downloads: 1446
  • For Customer Experience Professionals

    Report: Executive Q&A: The Top Seven Customer Experience Measurement Questions Answered

    To measure customer experience (CX), firms need a framework that tells them not only how good their customers' experiences are but also how to improve them and what benefits to expect from doing...

    • Downloads: 1162
  • For Customer Experience Professionals

    Report: Executive Q&A: Top 10 NPS Questions Answered For CX Professionals

    Since its introduction in 2003, Net Promoter has become one of the most widely used metrics for companies that want to measure and improve customer loyalty. Many customer experience (CX) profess...

    • Downloads: 1161
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