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Resource Library

Ask the Questions That Drive Incremental Revenue Growth

Collect More Valuable Data from Your Surveys with Forrester’s CX Index™ Templates in the MaritzCX Platform Your goal is to create great customer experiences that grow revenue. Learn how to get there faster with CX Index™ surveys that ask the...

Connecting employee, Customer and Partner Experience

MaritzCX and AAGroup provide end-to-end customer, employee and channel engagement programs with an unparalleled degree of integration—bringing decades of customer, employee and partner engagement experience to your bottom line....

Discover. Design. Deploy. Customer-driven innovation that creates a competitive edge.

Digital customer journey mapping and a comprehensive CX platform that can turn the resulting insights into action make for a powerful combination. With these tools at your fingertips, you can put the customer at the heart of your efforts and drive re...

Connecting Employee & Customer Experience

The combination of employee rewards and recognition with customer experience programs is the best way to continually optimize the employee engagement process throughout the entire customer journey. CultureNext and MaritzCX provide the experience, tec...

MaritzCX Integration for Oracle Sales Cloud

The experienced CX professional knows that simply collecting data is about as effective as buying groceries and expecting a meal—without proper preparation, the ingredients will spoil. In a similar way, data that isn’t properly managed can become...

The MaritzCX Platform

Today’s customer experience (CX) is complex. That’s why you need a CX software partner who is ready to help you today, and lead you into the future. The MaritzCX solution offers total program flexibility and intuitive integration capabilities wit...

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...

The MaritzCX Solution

Our customer experience (CX) solutions give you everything you need to see, sense, and respond to every customer instantly....

Spotlight Data Mining

Stop crunching numbers and start being strategic. Spotlight creates high value from any dataset. This proprietary data mining algorithm delivers the insight you need to drive strategic change through a game changing, highly usable interface. Traditio...

Case Management: Powerfully Accessible CX

Closing the loop with customers is an essential practice of a well-functioning, effective customer experience (CX) program. However, trying to manage the process with spreadsheets or software that isn’t purpose-built for CX programs too often means...

Connecting the Dots: How Employee Engagement Drives Stellar Customer Experiences

71% of employees are not engaged at work. And according to Gallup, disengaged employees cost US businesses $450-550B per year. Great customer experiences start with engaged employees. Recent research demonstrates that 73% of customers love a br...

Action Planning: Turning Individual Feedback into Organisational Change

About this time of year, every gardener is waging an all-out battle against Mother Nature and the brambles and burrs she places where we want other things to grow. It’s an arduous task, and even more time-consuming if you’re tackling it piecemeal...

Implement a CX Health Check

Whether you’re just getting started with your CX efforts or you have a well-developed CX programme, businesses of all levels need to improve their customers’ satisfaction and loyalty. How do you achieve short-term financial results and lay the f...

Cracking the Social Nut with your CX Programme

For CX professionals today, the sheer size and dynamic nature of the social media landscape can be downright frightening to navigate. Like some kind of digital mythical beast, social media is growing exponentially, possesses far-reaching powers, and ...

From Purpose to People to Performance to Profits

Corporate engagement begins with understanding executive’s goals and objectives and ensuring alignment with executives and CX Champions. As important as executive engagement is it is paramount that the company culture, company tools, and processes,...

Making the Case for Improving Customer Experience

Making the case for improving customer experience is all about doing the right analysis and showing ROI. Top-level findings of a recent study and analysis relate customer experience to positive business outcomes, and a greater ROI across multiple sec...

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...

Six Steps to Flawless NPS Implementation

There is a lot of conversation today about the best way to measure customer loyalty and how companies can effectively measure the experience they deliver. Should you use just one metric? Ask just one survey question? What is the most effective way to...

Taming the Insight Kraken by Fusing Text Analytics with Data Science

Customer experience surveys have become shorter to increase engagement and maximize response rates. Because it is usually no longer practical to have rating questions about every possible customer touchpoint, companies are turning to open-ended quest...

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...

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...

What Does the ‘Platform’ Factor Mean For Your CX Programme?

You can have a great strategy, surveys and even insights, but without a modern CX platform you will struggle to achieve the results of top CX programmes: up to 91 per cent year-over-year financial improvement and up to 86 per cent year-over-year ...

CXEvolution Overview Brochure

Looking for proven ways to improve business outcomes? Looking for proven ways to improve business outcomes? Customer experience will be the next competitive battleground, so it is crucial to know what your next steps are in your developing CX prog...

Unleash the Power of Prediction

How do you hear, understand, and engage with those elusive customers who never provide you with feedback? Read this paper to learn how the latest predictive analytics technology can help. A new class of predictive analytics...

Member Experience Program: A Beginner’s Guide for Australian Superannuation Funds

Customer experience (CX) programs are becoming an essential part of all customer-facing organisations. They are particularly effective in member based organisations, such as superannuation funds. There are many aspects to superannuation member exp...

Stop “Chasing the Score” eBook

Many customer experience (CX) leaders are beginning to question the obsession with NPS™, Overall Satisfaction, and other similar measures of overall CX performance. Why? Experience has shown that these measures can entice organisations to spend the...

Seeing the Future Can Be Your New CX Superpower

Stop obsessing over survey response rates. According to the White House Office of Consumer Affairs, for every customer who bothers to complain, 26 other customers remain silent. PredictionCX, a first-of-its-kind offering from MaritzCX, will help you ...

PredictionCX

CX professionals—and business leaders who rely on direct customer data—are faced with a signi cant challenge: survey fatigue. Overwhelmed with data, marketing messages, and requests for input, many customers simply tune out the well- ...

Demo: The World’s Best Customer Experience Technology Platform

It is difficult for businesses to focus on actions and results based on their customers’ feedback without a powerful platform to help collect, measure, analyse, and drive action quickly on customers’ feedback. The MaritzCX Platform is based on bi...

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...

Five Steps to Uncovering the Real Customer Experience Journey

A customer journey map is a visual representation of the journey a customer has with your brand, products, services and people. It is important to note that journey mapping is not an appropriate replacement for quantitative efforts, but rather a good...

How to Evolve Your CX Maturity, and Reap the Rewards

Join us to learn about a revolutionary approach to evolving your level of CX maturity—and experiencing the business benefits that accrue along the way. In this webinar Michael Allenson, Jeremy Griffiths, and Oliver Skeide will reveal a practical...

Integration Capabilities

CX data is most powerful when it extends its own boundaries— when it ows freely to and from the enterprise systems that drive enterprise decision-making and frontline behavior. In fact, this is where the real payo of a CX investment is expe...

Journey Mapping

This detailed review, performed by an experienced team of MaritzCX consultants, will work to: Explore, document, and understand the personal, emotional parts of the customer experience that quantitative measures alone often miss Create a deta...

Key to Selecting the Right CX Platform

IS YOUR CX INFRASTRUCTURE DESIGNED TO SCALE? Without a CX platform infrastructure that can scale and mature with you, the competition will leave you behind. Most CX providers will assure you they can scale—explaining that they’re a SaaS solutio...

Optimise Your Dashboard Designs to Drive Action

As a CX pro, vast amounts of information bombard you the second you sit in front of your computer. But do you see what you want when you want it? Does the data tell the story of your customers’ experience—and what you can do to improve it? Is the...

The Power of Social to Improve Customer Experience Outcomes

Social media provides an undeniable medium for your customers to express their views about your products and services while also serving as a referral source for prospective customers. Your organization’s capacity to effectively manage its social m...

Putting the Voice of the Customer to Work

The real value of customer experience (CX) programmes is not in gathering customer feedback, but in putting the voice of the customer to work. While there was never a positive return on investment (ROI) for simply measuring satisfaction (no m...

Putting Your Customers in the Driver’s Seat

In today’s corporate world, it is easy to lose touch with what it is that keeps your customers happy.  This is because all too often the customer’s perspective on what it’s like to do business with your company is not well understood. Enter...

A Roadmap for Improving the Customer Experience

Is your customer experience (CX) programme floundering? Are you unsure where to start or what to do next? The truth is, all CX programmes are not created equal. Measurement alone, one survey in one organisation will not get you there. If you’re a f...

SocialCX: Turn Social Media Into a Reliable and Manageable Source of CX Insights

Every day, thousands of your customers rate, review, and discuss their experiences on countless social media and online review sites. In theory, this uniquely honest and prolific source of feedback should produce a wealth of valuable Customer Experie...

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...

Transforming Customer Feedback into Digital Improvements

Are you losing your mind when it comes to increasing customer satisfaction and knowing what feedback to take action on?  Moving the needle definitely doesn’t happen by accident. Register now to hear two of Portland General Electric (PGE) CX/UX...

Turning Insights into Action

It is important to understand that the CX Value Chain is much more than measuring and reporting an experience and hoping for the best. It must be carefully constructed with an emphasis on ensuring insight and commitment to an action while confirming ...

When It Comes to Your CX Programme, Are You Planting an Annual or a Perennial?

Is Your CX Management Programme Built for Long-Term Success? Building a Customer Experience (CX) programme to be perennially successful requires strong organisational support and a laser focus on actions that lead to improved business outcomes. T...

When CX Data Flows Freely, Everyone Wins

Increase the Power of Your CX Data with Enterprise System Integrations Power-up your CX efforts by extending data beyond its boundaries. The new CXFuel™ integrations framework from MaritzCX has opened the floodgates, allowing the free flow of info...