Maxie Schmidt-Subramanian

VP, Principal Analyst

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.

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Recent Research

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Report

CX Metrics Essentials

September 30th, 2021•13 min read

This report answers 10 key questions that CX leaders need to answer in order to better be able to define and measure CX metrics as well as share them internally and use them to drive CX improvements.

Maxie Schmidt-Subramanian

Tool

The CX Dashboard Planning Canvas

September 29th, 2021•2 min read

This report helps CX leaders design more effective CX dashboards using a step-by-step template across six categories: objectives, audience, content, technology, frequency, and actions.

Su Doyle

Maxie Schmidt-Subramanian

Report

Net Promoter Benchmarks, 2021 (US)

September 7th, 2021•9 min read

This report includes the 2021 Net Promoter Scores and industry rankings for 220 US brands across 13 diverse industries, plus data on changes in scores and industry rankings compared to 2020.

Maxie Schmidt-Subramanian

Report

Privacy-Proof Your CX Measurement Program

August 16th, 2021•10 min read

This report gives CX professionals a framework for identifying and assessing the level of privacy risk of key CX measurement practices, helping them ensure that their measurement program is in line with privacy regulations.

Enza Iannopollo

Maxie Schmidt-Subramanian

Tool

Design Better CX Surveys With This Checklist

August 5th, 2021•4 min read

If not, we recommend you revise the survey before you field it.

Maxie Schmidt-Subramanian

Su Doyle

Report

Top 10 Ways To Rally Your Organization Around Customer Experience Metrics

August 2nd, 2021•9 min read

This report highlights the top 10 tactics that CX professionals can use to rally internal stakeholders around CX metrics by making them more relevant, specific, easy to use, and appealing.

Maxie Schmidt-Subramanian

, Dylan Czarnecki

Research Coverage

Planned Research

What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.