Document Library

MaritzCX Expert Services: Unlocking the Power of CX

Need to Super Charge Your CX System? More than 72% of CX professionals admit their CX program isn’t getting the job done.  The reason?  It is difficult to convert information to insights and insights into action.  Within the walls of MaritzCX...

A Beginner’s Guide to Launching a Customer Experience (CX) Program

Customer experience programs are taking off these days—and they should be. Companies with a formal CX program grow faster and make more money. This guide is written for any business leader wishing to learn about CX programs, launching a CX program...

Buying Loyalty: Do Rewards Programs Translate Into Customer Engagement?

While rewards programs play an important role in many companies’ overall marketing strategies and add to a brand’s value proposition, they do not alone create engaged customers. True customer loyalty and engagement strengthens a brand a...

Capitalizing on Voice of Customer

How one of the hottest business topics presents the ideal way to differentiate your business, grow your revenues faster, and improve the customer experience. ...

Customer Experience Is Your Business

At the heart of every business is the customer. Discover how modern customer experience (CX) programs are the key to retaining customers, unifying employees, delivering stronger results, beating competitors, and accelerating your career. Topics i...

Do We Really Need to Delight Our Patients or Just Cure Them?

Join MaritzCX (formerly Allegiance) a leader in healthcare patient experience solutions and their special guest, Robert Wood Johnson-Hamilton Medical Center for a webinar conversation describing how their collaboration has created a unique and sustai...

11 Easy Ways to Improve Your Survey Response Rates

Surveys are a powerful and cost-effective way to gather information, identify and diagnose problems, and uncover new and emerging opportunities. However, one of the biggest challenges that many companies face in conducting surveys is getting the righ...

Engagement eBook (Allegiance)

"Winning the Battle for Customer and Employee Hearts & Minds" Thousands of business executives have downloaded this incredible book which served a pivotal role in driving the "Engagement Revolution."  It is a collection of papers from J.D. Po...

Five CX Trends Shaping the B2B Landscape

Listen to Michael Allenson discuss five trends affecting B2B customer experience. More than just good ideas, these trends will help you achieve success in your CX efforts. CX Consumerization – Consumerization of IT has been driving major change...

From Zero to a World-class B2B VoC Program in Under 12 Months

The OpenText team goal was simple: to launch a program to impact front-line teams and influence business results using a VoC program and platform – and to do it un under 12 months. Learn how industry leading B2B company OpenText launched their VoC ...

How Activision’s Voice-of-the-Gamer Program Helps the Company Accomplish its Corporate Goals

The gaming industry is known for innovation and creativity of its products, but Activision is also pioneering innovative voice-of-the-gamer and player experience programs that help it accomplish its most important corporate goals. Join this webinar a...

How Text Analytics Changes Everything

The advent of data warehouses gave business the power to collect, store and analyze information from multiple corporate systems in a single, high-performance environment. However business managers were limited to analyzing only structured data. Text ...

How Well Have You Integrated Emotions into Your CX Program?

Join Michael Allenson and Jen Rubin as they share benchmarking information on emotions in customer experience. The CXBenchmark tracks customer emotion data across 14 industries (listed below). In this webinar, we will share the results of this resear...

Mountain America Credit Union

Mountain America Credit Union Increases Membership and Share of Wallet by Acting on Customer Feedback Established in 1938, Mountain America Credit Union has become a tradition for many of its 495,000 members. This not-for-profit cr...

The Nine Habits of Leading Customer Feedback Managers

Gathering customer feedback is the only way for a company to truly know and understand its customers’ needs, wants, concerns, and issues, as well as create more and lasting value for them. Regardless of whether customer feedback is managed by a sin...

NPS Analytics

There are many ways to measure customer loyalty, including Net Promoter Score (NPS). However, just measuring and knowing your NPS score isn’t enough. In order to grow your customer loyalty, you need to know how groups of customers feel about your c...

Sales Intelligence Solution (Allegiance)

Today’s Sales Leaders Need a PROACTIVE Solution to Win More Deals Advance your win-loss program to a sales intelligence solution that equips you with leading indicators of whether your deals will be won, lost or stalled with enough time to do so...

Spotlight on New Product Clinics

The world of new product clinics is about to change. The value of a clinic is in the ability to derive actionable insights from them, but the sheer logistics of managing a customer feedback event in multiple markets internationa...

Taking CX Further in 2015

Join our panel of experts as they discuss five trends affecting customer experience. It’s About Me: Customer Narcissism. While business leaders today would like to think the customer is at the heart of all they do, if we are honest with ourse...

Transamerica Adopts a Unified Customer Experience Ethic

With a history that dates back over 100 years, the Transamerica companies are recognized as leading providers of life insurance, savings and retirement and investment solutions, serving millions of customers throughout the United States an...

The Top 11 Ways to Increase Your Employee Loyalty

The lifeblood of every business is its employees. Consider these starting facts: (1) Each year the average company loses 20-50 percent of its employee base (Bain & Company), and (2) Replacing a lost employee costs 150 percent of that person’s a...

The Top 9 Ways to Increase Customer Loyalty

Every company executive will raise their hand and say they believe having loyal customers is a key to business success. Fostering true loyalty and engagement starts at a basic level. These nine principles will guide you in your efforts to create grea...

The Top 10 Voice of Customer (VoC) Best Practices

Listening to and understanding the voice of the customer is crucial to restoring consumer trust in businesses and building customer loyalty, engagement and advocacy. Ultimately it will be those companies that truly listen to their customers that will...

Total Experience Design A New Model for Customer Experience

If you approached your bank or venture capitalist about starting a new company in a mature industry, it’s doubtful that you would score the funding you need. Why then were Amazon, Zappos, Chick-fil-A, Jetblue, and Apple able to create successful ne...

Understanding Generational Differences in Retail

MaritzCX G-Tailing Poll Join Dave Fish, Ph.D. to hear about generational preferences in privacy, shopping, and retailing from the results of our first annual MaritzCX G-Poll. "Each generation imagines itself to be more intelligent than the one th...

Understanding Key Drivers of Customer Experience: A MaritzCX Perspective

What determines the overall satisfaction of your customers? Is it satisfaction with areas such as sales or service, retail facilities, products offered, pricing, or something else? Understanding which attributes contribute, and how much they contr...

Up Close and Really Personal

How getting a better understanding of product quality can drive improved customer experience. Product quality is a key focus for all automakers. Nothing will cause brand affinity to be challenged more than a bad experience with a product....

A View from the Top: Perspectives from the Affluent Investor

Join MaritzCX for A View from the Top: Perspectives from the Affluent Investor. Attend and you’ll hear MaritzCX Senior Strategic Consulting Director, Rich Brose, deliver the results of the MaritzCX Wealth Poll. This strategic poll reveals market ...

Visualizing Big VoC Data

You know how to get CX and VoC data. You probably have servers full of Big Data just lying around—but do you know how to make sense of it? Join presenters Doug Anderson and Thom Martin as they show you how to unlock that giant pile of data and m...

Webster Bank: Turning Feedback into Profits

One of the nation’s 35 largest banks, Webster Bank serves communities in four eastern states. With $20 billion in assets, Webster is a full-service commercial bank providing consumer, business, government and institutional banking. The comp...