Netigate is a Software-as-a-Service (SaaS) company specializing in experience management: helping organisations collect, analyse, and act on feedback from both customers and employees. Pulse 2.0 interviewed Netigate’s Chief Customer Officer, Benedict Geissler, to gain a deeper understanding of the company.
Benedict Geissler’s Background
Amit (Pulse 2.0): Could you tell us more about your background?
Benedict (Netigate): I’m Benedict Geissler, and I’ve taken on the role of Chief Commercial Officer at Netigate, in addition to my role as Managing Director for the DACH region. Over the past 20 years, I’ve held leadership positions across the IT, software, and SaaS industries, with a focus on strategy, operations, and people. What drew me to Netigate was the company’s mission to help organisations genuinely understand the people who matter most to them: their customers and employees. I’m particularly excited to support our expansion in the Nordics, DACH, and other countries in Europe to contribute to our ambition of becoming a leader in holistic experience management. It’s a brilliant time to be working in this field.
Amit (Pulse 2.0): What are your main responsibilities at the company?
Benedict (Netigate): My role is centred around helping the company grow – both by deepening relationships in our current markets and by identifying new opportunities. A key part of that is staying close to our customers and understanding their needs. Today’s businesses are inundated with feedback and data, but what they really need are insights that drive actions and growth. Netigate’s AI-powered solutions help make that possible. As CCO, I’m here to ensure we deliver these insights with clarity, speed, and impact. Whether I’m supporting our sales teams or developing new partnerships, my goal is to ensure we’re enabling customer success at every turn.
Amit (Pulse 2.0): What are the company’s core products and features?
Benedict (Netigate): At the heart of what we do is a platform that combines Customer Experience (CX) and Employee Experience (EX). With the help of AI, we make sense of this data so that organisations can make informed decisions and improve the experiences they offer. We call this approach “holistic experience management” or “the total experience (TX)”. It’s all about ensuring that every voice, whether from a customer or employee, is heard, understood, and turned into meaningful action.
Amit (Pulse 2.0): How has the company’s technology evolved since launching?
Benedict (Netigate): Netigate has come a long way since its start in 2005. Initially, we offered a straightforward online survey tool to collect feedback. As we expanded into new markets, particularly in Germany and the Nordics, we introduced enterprise-level features such as role-based access, multilingual capabilities, and improved reporting.
Between 2018 and 2020, we focused on modernising the platform, launching a rebuilt core system that’s more scalable and user-friendly. We introduced new dashboards and enhanced data export options. In the years that followed, we shifted towards more insight-driven functionality, launching Quick Analysis, which automatically highlights key findings from feedback in real time.
In 2024, we acquired Lumoa, an AI tool, to boost our capabilities in text and sentiment analysis. Most recently, we introduced „Ask AI“ – a generative AI feature that provides clear, quick summaries of open-text answers. These innovations have moved us well beyond surveys and into the realm of real-time business intelligence.
Amit (Pulse 2.0): Can you share any specific customer success stories?
Benedict (Netigate): Absolutely. One standout example is Santander, who use our platform to strengthen its customer experience efforts. Another is DFB Schiri, the referee arm of the German Football Association, who use Netigate to enhance internal communication and engagement. And then there’s GEMS Education, one of the largest private education groups in the world, who rely on our tools to support staff engagement across its global network of schools. It’s rewarding to see how our solutions can support such a diverse range of needs.
Amit (Pulse 2.0): What total addressable market (TAM) is the company pursuing?
Benedict (Netigate): Our primary focus is on large enterprises, especially those with complex structures and multiple touchpoints. These are organisations that take customer and employee feedback seriously and want to use it to fuel growth. We partner with companies that want to make full use of their experience data to improve performance. Our main focus is on Customer Experience, but we also offer solutions for Employee Experience. Ultimately, the two are closely linked – you have to invest in happy employees to guatantee satisfied customers.
Amit (Pulse 2.0): What differentiates Netigate from its competitors?
Benedict (Netigate): What sets Netigate apart is the way we combine powerful, AI-driven analytics with an intuitive user experience. We bring CX and EX insights together in one single platform, giving organisations a complete view of their people’s needs and expectations. While many companies offer feedback tools, we go further by helping our clients turn that feedback into strategy. Our customers value the fact that we don’t just provide data – we help them understand it, and most importantly, act on it. We offer in-house consultancy support to help our clients implement the platform effectively, as well as interpret results and drive meaningful change based on the insights.
Amit (Pulse 2.0): What are some of the company’s future goals?
Benedict (Netigate): Our ambition is to become the leading provider of total experience management in Europe. We want to be the go-to choice for companies that are serious about understanding the voice of their customers and employees. To get there, we’ll continue investing in AI and innovation, deepening our capabilities, and keeping our focus on what really matters – helping businesses grow by listening and responding to the people they serve.
