Case Study: Heidelberg Cement achieves a global customer‑centric CX transformation across 38 markets with GemSeek’s CX platform

Heidelberg Cement Accelerated its Customer-Centric Transformation Journey on 38 Markets with GemSeek‘s CX Platform

HeidelbergCement, one of the world’s largest building‑materials companies, needed to scale a customer‑centric culture across 38 markets but lacked a consistent, automated way to measure and act on customer feedback across its complex, regionally integrated business. To accelerate its global CX transformation and allow local adaptation of a common framework, HeidelbergCement partnered with GemSeek and selected the GemSeek CX platform to power surveys, analytics and close‑the‑loop processes.

GemSeek deployed its CX platform and implementation/CX consulting team to roll out the global framework—onboarding 25 markets in two years—and supported bottom‑up, cross‑functional adoption. The program produced measurable results: +10% revenue since 2017, 100% close‑the‑loop rate, a 70% response rate, over 2,000 improvement initiatives from more than 10,000 customers in 38 countries, plus standout local wins (Norway: +25% market revenue, Ghana: 6x product sales growth, Russia: +12% NPS).

Heidelberg Cement