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: How Customer Experience Drives Business Growth, 2018

    The Revenue And Business Growth Impact Of Investing In CX For 18 Industries

    September 21, 2018Maxie Schmidt-Subramanian, Laura Garvin Tramm

    Many customer experience (CX) pros find it hard to show the business impact of improving CX. That's why Forrester built industry-specific models that demonstrate how CX improvements drive growth through increasing customer loyalty. This report shows the business impact of improving CX for 18 of the industries we cover in Forrester's Customer Experience Index (CX Index™). CX pros can use the insights in this report to make the case for investing in customer experience. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. This year, we added a model for midscale hotels to the analysis.

  • For Customer Experience Professionals

    REPORT: The Top 14 Hacks For Your CX Business Case

    Nail The Mechanics Of Your ROI Model And Compel Executives To Invest In CX

    August 24, 2018Maxie Schmidt-Subramanian

    In a recent survey, only 14% of CX professionals strongly agreed that the return on investing in CX is well established in their firms. To be fair, that's partly because building a compelling CX business case can be hard. In this report, we list and describe 14 tactics that galvanize decision makers into action and help CX professionals overcome common hurdles when gathering and analyzing data to link CX improvements to business results.

  • For Customer Experience Professionals

    REPORT: Design Better CX Surveys With This Checklist

    Assess CX Surveys On 30 Criteria For Higher-Quality Data And Better Respondent Experiences

    August 8, 2018Maxie Schmidt-Subramanian

    Poorly designed customer experience (CX) surveys don't produce useful results but do create bad customer experiences. This report includes a downloadable checklist that helps CX professionals assess the quality of their CX surveys in five categories. If you can answer "yes" to all 30 questions in the checklist, your survey is ready for your customers. If not, we recommend you revise the survey before you field it.

  • For Customer Experience Professionals

    REPORT: The AI Revolution In CX Measurement

    12 AI Use Cases That Can Improve How CX Pros Track CX And Drive CX Action — And What CX Pros Must Do Now To Prepare

    August 1, 2018Maxie Schmidt-Subramanian

    AI technologies have the potential to make customer experience (CX) measurement programs more effective and efficient. CX professionals who don't pay attention to the current AI revolution will be unable to leverage rapidly evolving vendor offerings and end up with laggard programs. This report identifies 12 promising use cases for AI in CX measurement programs and highlights what CX pros must do now to prepare for the rapidly approaching future.

  • For Customer Experience Professionals

    REPORT: How Journey Maps Improve CX Measurement Efforts

    Follow A Four-Step Process To Define The Right CX Metrics

    July 27, 2018Maxie Schmidt-Subramanian

    Even some well-established customer experience (CX) measurement programs aren't able to measure the health of end-to-end experiences that cross touchpoints as customers pursue a goal. Customer journey maps help companies see those end-to-end experiences from the customers' perspective. In turn, this enables CX professionals to identify what they should measure, when, and with which metrics. This report describes a four-step process that shows CX pros how they can use customer journey mapping to improve their measurement programs. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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