The Big Shift in B2B Customer Experience:

EVOLVING FROM MEASUREMENT TO ACTION

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 –

CX Industry Certified, 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.

GemSeek hosted a webinar featuring Forrester, showcasing the benefits and practical steps of adopting a customer-centric approach in B2B. The session provided real-life insights, examples, and emphasized the business impact of this strategy.

Key takeaways:

CX challenges for B2B firms

Guidance on how to improve develop a shared vision of CX, secure commitment of leaders and drive collaboration across stakeholders

Insights into how to increase robustness of CX data and how to prove value of CX and the CX team

Practical examples/case studies to draw inspiration from

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