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 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...

    • Downloads: 411
  • For Customer Experience Professionals

    Report: How B2B Companies Make The Case For Customer Experience

    Customer experience (CX) professionals at business-to-business (B2B) companies face B2B-specific challenges that make it hard to justify investing in CX. Obstacles range from a lack of sufficien...

    • Downloads: 231
  • 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: 1005
  • For Customer Experience Professionals

    Report: Top 10 Ways To Rally Your Organization Around Customer Experience Metrics

    Effective customer experience (CX) measurement programs succeed because they engage employees around the most important CX issues and provide insight into what to do about those issues. But empl...

    • Downloads: 354
  • For Customer Experience Professionals

    Report: Beyond Surveys: New Tools For More Effective CX Measurement

    Structured surveys are the mainstay of customer experience (CX) measurement programs. Despite their advantages, surveys fall short in ways that can leave gaps in the insight that CX professional...

    • Downloads: 401
  • 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: 1845
  • 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: 1527
  • 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: 1413
  • 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: 1040
  • 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: 1005
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