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CX Drives
Business Success

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

CX Has Become a Business Imperative

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

Gartner

50% of organizations are redirecting their investments to customer experience innovations

Gartner

Money spent on CX programs and initiatives

Markets and Markets

A customer experience promoter has a lifetime value to a company that’s 600 to 1,400% that of a detractor

Bain

Real CX Improvement Remains Elusive

91% of customers who are unhappy with a brand will just leave without complaining

Salesforce

87% of organizations agree traditional experiences no longer satisfy customers

Accenture

10% of companies surveyed are truly customer-centric

The CX Paradigm Shift, American Marketing Association

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

CXEvolution global study, MaritzCX

The Payoff for CX Excellence is Huge

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

CXEvolution global study, MaritzCX

CX leaders outperform the market by

Watermark Consulting

CX laggards also lag the market by

Watermark Consulting

Most Companies Still Have a Long Way to Go

97% of companies are operating at lower levels of CX maturity

CXEvolution global study, MaritzCX

Companies with partial CX efforts are 37% less successful at improving business results

CXEvolution global study, MaritzCX

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

CXEvolution global study, MaritzCX

78% of respondents say their company’s leadership visibly demonstrates support for CX programs

CXEvolution global study, MaritzCX

The CXEvolution Framework Cracks the Code

Companies success increases with each CX stage

CXEvolution global study, MaritzCX

Of the 20% where CX feedback drives continuous improvement and customer-focused processes, 74% say it succesfullyimpacted their business

CXEvolution global study, MaritzCX

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

While only 1 in 5 companies optimizes employee rewards based on CX performance, 71% say their CX efforts are driving business outcomes

CXEvolution global study, MaritzCX

Companies that comply with and enforce CX policies and standards have 25% greater business success than companies who have no formal CX policies

CXEvolution global study, MaritzCX

Let us help you develop a roadmap to CX success

MaritzCX

MaritzCX