Maxie Schmidt-Subramanian

Cambridge, United States

Vice President, Principal Analyst at Forrester Research

Customer experience...Measurement...Keynote speaker...Value for Customer #forrester - Tweets are my own

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Articles

How Do Your VoC and CX Measurement Practices Stack Up? Take Our 2025 Survey!

1 month ago | forrester.com | Maxie Schmidt |Brett Kahnke |Joe Cicman |Maxie Schmidt-Subramanian

Happy Spring! Let’s clean out old insights and create new ones. That’s why we just opened our annual Feedback Management & CX Measurement Practices survey to you. It gathers rich data about what you and your teams are doing and the challenges you face. The insights we learn from this survey inform our research for the coming year – and help us better serve the CX community with trusted information from their peers around the world.
Improving CX Can Drive More Than One Billion Dollars In Revenue (2024)

Jan 9, 2025 | forrester.com | Maxie Schmidt |Joana de Quintanilha |Maxie Schmidt-Subramanian

Each year, we calculate how much business growth improving Forrester’s Customer Experience Index (CX Index™) by one point drives. For 2024, we published the results in the report, How Customer Experience Drives Business Growth, 2024.
NPS: Most Industries Should Focus On Eliminating Detractors To Boost Growth

Jan 9, 2025 | forrester.com | Maxie Schmidt |Phyllis Davidson |Jeffrey Rajamani |Maxie Schmidt-Subramanian

Are you a CX leader at a company using Net Promoter Score ℠ (NPS)? Then you must be the most knowledgeable person on how exactly a change in NPS affects your organization’s key business metrics. Only then can you answer these super important questions:Will you focus on CX improvements that remove pain points to reduce the number of detractors? Will you focus on designing new and differentiating experiences that may help you gain more promoters? Or both?
CX Is Not A "Project": Lessons from Forrester’s 2024 Customer Obsession Awards EMEA

Nov 29, 2024 | forrester.com | Maxie Schmidt |Julie Mohr |Mo Allibhai |Maxie Schmidt-Subramanian

As Q4 nears its end, companies reflect on their achievements and prepare strategies for the coming year. This reflection is critical, as Forrester’s CX Index 2024 shows: CX Index scores have dipped across the board. In this context, I urge you to remind everyone in your organization: “CX is not a project.” Projects end, but placing customers at the center of your business’ strategy, operations and leadership requires continuous commitment.
A Blueprint for B2B Success

Nov 1, 2024 | forrester.com | Maxie Schmidt |Mo Allibhai |Paul Miller |Maxie Schmidt-Subramanian

As a global B2B technology and services company, Fujitsu has long recognized the importance of customer experience (CX) in driving business success. But a few years ago, the company’s European division decided it was time to double down on CX as a strategic imperative because it saw an opportunity to differentiate with CX — especially in B2B, and it aspired to become a long-term, trusted digital transformation partner to its customers. The results have been impressive.
Slash The Hidden Costs Of Your Customer Surveys

Oct 9, 2024 | forrester.com | Maxie Schmidt |Chuck Gahun |Lisa Gately |Maxie Schmidt-Subramanian

Nearly all CX measurement and VoC efforts use customer surveys. But your surveys are costlier than you think. Obvious costs include the budget for a tech vendor you use to send and analyze surveys or incentives for customers. Hidden costs are more problematic because we don’t consider them enough. They arise when surveys:Squander customers’ attention, time and goodwill;Deplete stakeholders’ time and ability to make customer-focused good decisions.
2024 NPS Rankings For 60 European Banks

Sep 20, 2024 | forrester.com | Maxie Schmidt |Daryl Wright |Maxie Schmidt-Subramanian

Forrester just published The European Net Promoter Rankings, 2024 with Net Promoter Scores℠ (NPS) for 60 banks across France, Germany, Italy, Spain, Sweden, the UK, Poland and the Netherlands. We collected the scores by asking 18,058 European banking consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands they interacted with in the past 12 months. We found that:Scores declined across the board.
Improving CX Can Drive More Than 1 Billion Dollars In Revenue (2023)

Sep 20, 2024 | forrester.com | Maxie Schmidt |Daryl Wright |Jinan Budge |Maxie Schmidt-Subramanian

Each year, we calculate the business impact of improving CX Index by one point. For 2023, we published the results in the report How Customer Experience Drives Business Growth, 2023. The report includes the dollar upside of improving CX Index by 1 point for 12 industries: airlines, luxury auto manufacturers, mass market auto manufacturers, auto/home insurers, multichannel banks, direct banks, credit card issuers, health insurers, midscale hotels, upscale hotels, investment firms, and retailers.
NPS Q&A Part 1: Controversy, Fit And Alternatives

Jul 25, 2024 | forrester.com | Maxie Schmidt |Dane Anderson |Paul Miller |Maxie Schmidt-Subramanian

Net Promoter Score (NPS) reminds me of the apricot tree on the side of our house. It sometimes disappoints us – like this year when it carried exactly one (!) fruit. But we’ve had it for a while, we don’t know if another tree would do better and it’s a rental home so our landlords have the final say. The question is not “Can we rip it out and replace it?” It is: “What can we do to make the apricot tree perform better?”NPS also disappoints you and your firms sometimes.
NPS Q&A Part 2: Financial Linkage, Targets, Benchmarking

Jul 25, 2024 | forrester.com | Maxie Schmidt |Dane Anderson |Maxie Schmidt-Subramanian

I compared Net Promoter Score (NPS) to our apricot tree in my blog NPS Q&A Part 1: Controversy, Fit And Alternatives: Both sometimes disappoint but both have been around for a while, our landlords (your execs) have the final say on using it, and replacing either is a bet with an uncertain outcome. That’s why you should ask yourself the pragmatic question “If we have NPS, how do we use it optimally as a CX KPI?” (rather than the soul searching question ”Is it the right KPI?”).