Customer Experience 360:
Collaborative Workshop for B2B Industries
Stuttgart, Germany
Space is limited to ensure everyone has a quality experience and registrations will be allocated on a first-come, first-serve basis.
This exclusive event gathers CX practitioners for expert-led sessions, success stories, and interactive workshops, where attendees will learn from one another and Medallia & GemSeek experts. Registrants will walk away with personalized roadmaps to elevate their CX strategies.
Why join the event
Exclusive, in-person gathering focused on the unique challenges and specific of B2B industries
Take part in a real-life CX case study in small, facilitated discussion groups
Collaborate and share insights with other CX professionals
Receive personalized roadmaps and recommendations to elevate your company's CX strategy
Enjoy plenty of networking opportunities to build long-lasting professional relationships
Agenda
12:00 - 13:00
Registration & Welcome
13:00 - 13:15
The growing importance of great customer experience in B2B industries
Intro keynote by Medallia
13:15 - 13:30
The Customer Experience Maturity Ladder - from launching a program to becoming an industry leader
Intro keynote by GemSeek
13:30 - 14:00
How Heidelberg Materials ensures the success of a multi-market CX program
A business leader’s point of view: the correlation between senior leadership, commercial strategy and the success of a CX program
How Heidelberg Materials’ CX Program was built and how it has evolved through the years
14:00 - 14:15
Coffee Break
14:15 - 15:35
Workshop in small groups
Participants are presented with a customer experience case. Medallia & GemSeek experts are available at a few corners, each dedicated to a specific aspect of a customer experience program. Participants have to discuss and come up with a solution to the case.
15:35 - 16:00
Coffee Break
16:00 - 16:45
Summary roundtable discussion
16:45 - 18:00
Cocktails & Networking
Speakers In Details
MAXIE SCHMIDT-SUBRAMANIAN
– GUEST SPEAKER –
Vice President, Principal Analyst, Forrester
Maxie Schmidt is a principal analyst serving customer experience (CX) professionals. She leads Forrester’s research on CX measurement programs and creates thought leadership, advising 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 is a frequent keynote speaker at conferences and leads CX workshops at events.
SASHA MOLOTOVA
– HOST –
Medallia & Qualtrics Certified CX Expert, GemSeek
Sasha is a Senior Consultant at GemSeek with over 8 years of experience as an Insight Analyst, VoC specialist, and CX consultant. She has a proven track record of creating automated CX programs across various industries, including agriculture, manufacturing, banking, and luxury retail. Sasha has experience in designing and executing CX strategies for global B2C and B2B leaders to unlock the value of CX.
JUDITH VAN HERWAARDEN
– GUEST SPEAKER –
Global Head of CX, DS Smith Packaging
Judith van Herwaarden is an experienced customer experience leader who has held various senior positions in marketing and customer-centric roles. She has a track record of driving customer-focused change and transforming businesses to deliver exceptional customer experiences. Judith is passionate about understanding customer needs, designing innovative solutions, and creating value for customers and businesses alike.
About Medallia
Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the No. 1 enterprise experience platform, Medallia Experience Cloud is the experience system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools.
Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit www.medallia.com.
About Gemseek
GemSeek is a global provider of Integrated Experience Intelligence Services, assisting enterprises in designing, building, and expanding customer experience programs. They specialize in understanding and streamlining customer, product, and brand experiences, offering advanced predictive analytics and customer centricity initiatives. Using industry-leading CX management technologies, GemSeek empowers companies to proactively manage customer experiences, with a proven record of enhancing customer satisfaction and reducing churn for clients across various sectors.
GemSeek has also distinguished itself as an innovator in the field of predictive analytics with the award-winning Predictive NPS that equips businesses to significantly enhance customer retention and loyalty by proactively identifying and addressing customer concerns.
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