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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Agenda
12:00 - 12:05
Intro
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
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 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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