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...

    • Downloads: 2151
  • 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: 62
  • For Customer Experience Professionals

    Report: How To Measure Emotion In Customer Experience

    How customers feel about their experiences with a firm can damage — or improve — their perception of the overall experience and the brand. However, few customer experience (CX) pros ...

    • Downloads: 363
  • For Customer Experience Professionals

    Report: Q&A: The Social Analyst's Primer On VoC Programs, Data, Vendors, And Collaboration Tips

    Few CI professionals integrate their social media into the voice of the customer (VoC) programs that their colleagues run. It's time for them to stop ignoring this valuable source of feedback. T...

    • Downloads: 121
  • For Customer Experience Professionals

    Report: Q&A: The Top 10 Things To Know About Social Media In Voice Of The Customer Programs

    Few CX professionals integrate social media into their voice of the customer (VoC) programs. It's time for them to stop ignoring this valuable source of feedback. This report answers the top que...

    • Downloads: 185
  • 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: 2151
  • 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: 1621
  • 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: 1432
  • 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: 1115
  • 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: 1094
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