The Big Shift in
B2B Customer


Register now and get instant access to a diverse panel of business leaders working together to enhance B2B customer experience.

GemSeek is organizing a webinar featuring Forrester that will highlight the advantages and practical steps of adopting a customer-centric approach in B2B. The webinar will provide real-life insights, examples, and explain the business impact of this strategy.


Key takeaways:

The current state of B2B CX – what companies already do and what’s the next big shift in B2B CX

Developing a complex multi-market, multi-vertical B2B CX program from scratch

Setting up the right expectations towards CX technology

Practical examples/case studies to draw inspiration from

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12:00 - 12:05


Welcoming attendees, brief overview of what the webinar would cover

Background information about the guest expertise and the topic of the webinar

12:05 - 12:20

Maxie Schmidt-Subramanian

The current state of B2B CX – what companies already do and what’s the next big shift in B2B CX

Why high-level measurement of customer satisfaction rarely leads to impactful transformation

How to define and measure the different customer journeys in a B2B model

Practical examples/case studies to draw inspiration from

12:20 - 12:35

Judith Van Herwaarden

Getting executives to buy in the value of CX

Developing a complex multi-market, multi-vertical b2b CX program from scratch

Learnings and challenges

12:35 - 12:50

Sasha Molotova

Setting up the right expectations towards CX technology

Tips & best practices to scope requirements and choose CX tech

Beyond the CX tech – analytical projects with added value

12:50 - 13:00

Q & A

Speakers In Details


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.


– 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.


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 Gemseek

At GemSeek we use data, technology and analytics to predict what customers will do next. We help companies take the right decisions about products, marketing campaigns and customer initiatives – translating into higher revenue growth, higher customer satisfaction and higher marketing ROI.

We help companies get a profound understanding of their customers – what they care about and why they do things. We predict what they are most likely to need or wish for. Then we suggest to businesses how they can provide better value to their customers in advance

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