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CX Maturity Drives Financial Success

CX insights from today’s market realities and the landmark CXEvolution study

CX Has Become a Business Imperative

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89% of companies plan to compete primarily on the basis of customer experience by 2016

Gartner, The Importance of Customer Experience is On the Rise; Marketing is On the Hook, 2014

By 2017, 50% of customer product investments will be redirected to customer experience innovations

Gartner, The Importance of Customer Experience is On the Rise; Marketing is On the Hook, 2014

Money spent on CX programs and initiatives

Markets and Markets ”Customer Experience Management” report, 2015

In 2015, customer relationships were ranked the #3 challenge for global CEOs

The CX Paradigm Shift, American Marketing Association, 2016

Real CX Improvement Remains Elusive

Overall U.S. customer satisfaction has only increased 0.1% in the last 20 years

American Customer Satisfaction Index, 2015

Only 1/3 of companies rate their CX efforts as good or very good at “making changes” to the business

Temkin Group: State of the Voice of the Customer Programs, 2015

10% of companies surveyed are truly customer-centric

The CX Paradigm Shift, American Marketing Association, 2016

Of CX professionals consider their company’s CX program not very successful

CXEvolution global study, MaritzCX, 2015

The Payoff for CX Excellence is Huge

CX leaders are three times more likely than their peers to report higher financial performance and customer retention.

CXEvolution global study, MaritzCX, 2015

CX leaders outperform the market by

Watermark Consulting, 2014

CX laggards also lag the market by

Watermark Consulting, 2014

Most Companies Still Have a Long Way to Go

87% of companies are operating at lower levels of CX maturity

CXEvolution global study, MaritzCX, 2015

Companies with partial CX efforts are 17% less successful at improving business results

CXEvolution global study, MaritzCX, 2015

Companies with 10 or more data sources have only 8% more success than companies with 1 data source

CXEvolution global study, MaritzCX, 2015

36% of CX pros and front line employees say management is more focused on the score than improving CX

CXEvolution global study, MaritzCX, 2015

The CXEvolution Framework Cracks the Code

Companies at the highest level of CX maturity are 3x as successful in driving business results as companies in the first four stages

CXEvolution global study, MaritzCX, 2015

Of 28% who consistently applied CX processes, 66% say it successfully impacted their business

CXEvolution global study, MaritzCX, 2015

3/4 of CX pros feel that getting C-level commitment to their CX program is a major key to success

CXEvolution global study, MaritzCX, 2015

While only 1 in 5 companies optimizes employee rewards based on CX performance, 69% say their CX efforts are driving business outcomes

CXEvolution global study, MaritzCX, 2015

Companies that have proactive identification of customer needs have double the business success of companies doing basic customer recovery

CXEvolution global study, MaritzCX, 2015

Take a free assessment to see how mature your CX program is:

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