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Resource Library

7 Tips to Deliver Efficient Customer Experience Management

As it is nearly impossible to differentiate on product these days, the commercial success of companies depends more on customer service and customer satisfaction, and not just in 10 years time. But how do you kindle this customer enthusiasm at every...

Coping with the challenge of open banking

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Aegon – Closing the feedback loop with real time NPS measures

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Unlock the Value of CX

What’s the value of a great customer experience? And what’s that value spread across an entire organisation and every customer? The power of a modern customer experience (CX) programme is that it delivers more than just scores or metrics to a few...

5 Top Tips to Deliver Legendary CX

Are you Ready to Deliver Legendary Customer Experience? It is no longer a secret that Customer Experience (CX) is the differentiator that will drive value across the company, creating a sustainable competitive edge and increasing customer loyalty, em...

A Practical Guide to Mobile Surveys

Consumers are spending more time than ever before on mobile devices such as smartphones and tablets which offers organisations the opportunity to add SMS into their research channel mix. A mobile survey approach to customer experience insights enable...

Using SMS for Mobile CX

Consumers are spending more time than ever before on mobile devices such as smartphones and tablets which offers organisations the opportunity to add SMS into their research channel mix. A mobile survey approach to customer experience insights enabl...

Fully Automated Customer Experience Solution Supporting the Transformation into a Customer-Centric Firm

The Versicherungskammer Bayern (VKB) is one of Germany’s ten largest direct insurers and the country’s largest public insurer. In 2016, the VKB generated a total premium income of 7.8 billion euros. The VKB’s fundemental aim is tha...

Patagonia: From Transactional Surveys to a Multi-touch Omnichannel Program

Join this webinar to learn how outdoor apparel company, Patagonia, has grown their Voice of the Customer (VoC) programme. Since the programme’s launch in mid-2015, it has grown from a single post-transaction in-store experience survey to ...

Insure against bad Customer Experience

MaritzCX has accumulated a solid expertise in the Insurance industry over more than 25 years. Based on our knowledge of providing research services and customer experience (CX) SaaS solutions, we will help you address a broad array of challenges tha...

Forrester

MaritzCX and Forrester have partnered to provide Forrester’s Customer Experience Index (CX Index™) surveys within the MaritzCX Platform. This partnership gives MaritzCX customers access to pre-built survey templates across 17 industries....

CX Workout

There may be no greater source of competitive advantage than to be able to anticipate customer needs, or uncover an underserved market you could quickly address. Managed well, customers have no shortage of needs to discuss—and ideas to share t...

Guarding Against Survey Manipulation

MaritzCX and Enterprise Rent-A-Car Discuss Best Practices Concerns about front-line attempts to interfere with feedback surveys – and ultimately, the entire customer satisfaction measurement process – have been around for a long time, bu...

Culture Next

The best companies connect employee engagement and performance directly to the customer experience (CX), and they actively manage it. Creating an environment that truly makes this happen can be difficult. That’s why two of the world’s le...

Achievement Awards Group

Together, MaritzCX and Achievement Awards Group (AAGroup) combine decades of industry expertise in delivering holistic CX programs for customers. Data from customer interactions is fed into a robust CX platform, where it is not only used to generate...

Oracle Integration

The customer experience (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 is not properly ma...

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 C...

Marketo Integration

Providing the right information to the right person is the root of success in any field. Whether in sports, love, or even business, the right information can make a world of difference. If you had all the data you ever wanted, what would you do with...

Tableau Integration

Generating CX outcomes is about much more than collecting data. It’s ultimately about putting that data in the hands of those in the best position to act on it. Sometimes that means your frontline employees. Other times, it’s the line of...
Organisations with good case management practices can easily improve the experience of individual customers. But business success today requires more than individual impact; it means building a broad framework for delivering superior custo...

Big Data – The Case for Customer Experience

MaritzCX started with a simple idea that businesses need more than Net Promoter Scores and must turn valuable customer data into actionable insights and reports to meet every CX challenge. We combine deep expertise as a proven research leader with t...

151,000 Reasons Why Customer Experience and Dealership Loyalty Matter

Great customer experiences certainly enhance brand image and loyalty, but does going that extra mile to deliver top-of-the-line customer service really translate into additional sales and revenue at the dealer level? The short answer is—yes. W...

CX AT ITS BEST

MaritzCX started with the simple idea that businesses need more than NPS scores and reports to meet every CX challenges. We combine the deep expertise of a proven research leader with the speed and innovation of an award winning SaaS CX solution. Th...

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 th...

Why MaritzCX For your Aviation CX Programme

MaritzCX started with the simple idea that businesses need more than NPS scores and reports to meet their customers’ customer experience (CX)  challenges. We combine the deep expertise of a proven research leader with the speed and innova...

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 ...

Dräger Transforms Customer Experience so Loyalty Increases Revenue

You know how important it is to quickly obtain the response of customers during and after every touchpoint; their experiences fuel improvement. Dräger took advantage of the responses and, with MaritzCX, implemented daily telephone interviews ai...

MaritzCX Case Management

Powerfully Accessible CX Follow – Through for Frontline Impact MaritzCX Case Management is your control system of customer experience action. It provides a closed-loop system that automates CX workflows and supports dialogue and follow-u...

Advancing CX Strategies in B2B Industrial Firms

MaritzCX allows B2B Industrial Firms to focus on a customer’s service experience regardless of SLA performance. Understand the true value of every contract to increase advocacy and cross- and up-sell opportunities. MaritzCX puts you one step a...

Adobe Integration

Your Adobe Analytics platform provides detailed data about what your customers do and how they act when they visit your website. But the MaritzCX integration for Adobe Analytics goes one step further—by adding an essential new l...

Customer Loyalty in UK Banking

This study seeks to understand what was particularly good and bad about banking services, and what main reasons would lead a customer to stop using their current account provider. Emphasis on understanding what drives customer loyalty and the likeli...

CX First Step Consultation

Create a smart, effective organisational foundation for your CX program. Before you can build an effective, unified CX programme, you have to make sure every part of your organisation is properly structured and aligned for CX success. The&...

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...

Financial Institutions Need to Change Their CX Strategies Now

MaritzCX has extensive experience helping financial institutions measure and manage world class customer experience (CX). We deliver services and solutions that support organisations across the financial services spectrum; insurance companies, build...

Capitalising 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. This VC short code will work only on document post type ...

CXEvolution Investigate & Measure Maturity Stage

Build the foundation for a strong, successful, and mature CX programme. Customer Experience (CX) is your next big competitive advantage, but building a mature and highly impactful CX programme is a gradual, incremental process. MaritzCX is ready to ...

Lights, Camera – CX Action!

The goal of investments in customer experience (CX) is to deliver better experiences for the customer. In order to achieve this, CX not only has to be measured, but needs to be developed in a targeted way, so that Customer Experience Measurement bec...

Customer Experience Is Your Business

Soon you will discover why Customer Experience programmes retain customers, unify employees, deliver stronger results and accelerate success for you and your company. You are a step away from understanding why you need CX, how a focus on results and...

CXEvolution Respond Maturity Stage

Empower and motivate every employee with integrated customer information and efficient CX tools. Every successful CX program starts with a flexible CX technology platform and effective CX processes. When these core elements are in place, you’r...

CXEvolution Standardise & Solve Maturity Stage

CX Evolution Standardise & Solve Maturity Stage Every competent CX programme starts with collecting quality customer information—and then using that data to solve specific customer problems. But the most successful and mature programmes go...

Customer Experience Maturity Leads to Financial Gain

CX Maturity Leads to Financial Gain gives an in-depth analysis of how we came to the conclusion that creating a mature CX programme will lead to increased profits and financial gain. A MaritzCX study of over 4,000 CX professionals found that compani...

IVR for Modern CX

Capture feedback more easily, engage customers better and improve the customer experience with modern, omni-channel IVR solutions.  Interactive Voice Response (IVR) is a critical component of today’s customer experience programmes. I...

CXEvolution Infographic

Download the PDFClick here to download the PDF file. Download the PDF CX insights from today’s market realities and the landmark CXEvolution study 89% of companies plan to compete primarily on the basis of customer experience by 2016 Gartner, T...

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 progra...

CXFusion 2016: Delighting Without Asking: Anticipating Customer Needs through Human-Centered CX Design

CXFusion 2016: Charlotte Blank, Executive Director, The Maritz Institute Charlotte is the Executive Director at The Maritz Institute. In Delighting Without Asking: Anticipating Customer Needs through Human-Centered CX Design, Charlotte explains how ...

Spotlight Data Sheet

MaritzCX Spotlight allows CX and VoC professionals to pattern high value opportunities as well as removing loyalty erosion. MCX Spotlight will allow you to discover how to deliver stronger results and accelerate customer retention, advocacy and grow...

CXFusion 2016: Delivering the Promise of Customer Experience

CXFusion 2016: Carine Clark Carine discusses the what trends are happening in the industry, how CX leaders are actually doing and how MaritzCX has progressed over the past year. Many CX practitioners want their programs to optimise the customer and ...

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 se...

CXFusion 2016: The Untapped Opportunity for CX

CXFusion 2016: Adam Edmunds Customers’ expectations and interactions with businesses are evolving, so customer experience programs need to evolve too. Adam discusses new strategies and technologies that provide a tremendous opportunity for pra...

The MaritzCX Platform

MaritzCX allows Companies to focus on a customer’s journey regardless of how often they fly, shop, engage or contract with you. Your least regular customer could be the most valuable in terms of revenue and as a Net Promoter of your business. ...

CXFusion 2016: Fist Bump vs. Hand Shake—Tactics to Deliver CX Promise in Your Operations

CXFusion 2016: Kyle Hutchins, Director, Customer Experience, West Monoroe Partners Kyle is the director of Customer Experience at West Monroe Partners and believes a well-executed customer experience strategy is paramount to market differe...

MaritzCX & Survox

Augment your CX programme with Voice-based Customer Interviews.  Getting Voice of the Customer (VoC) insights into the hands of the right people in your organisation can be a game-changer in driving positive customer experiences. It i...

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 ba...

Emotional Brand Engagement

A brand is a promise. Every time someone uses or touches a brand, that experience reinforces or is dissonant to their perception of that brand and builds or destroys the value that is built up in it. More than that...

Organisational CX Assessment

The arrival of the “age of the customer” has led organisations at an increasing rate to place a focus on improving the customer experience they deliver. However there is little in the way of roadmaps for developing a successful approach ...

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 susta...

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- int...

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 rig...

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 successf...

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 goo...

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 and technologies makes th...

Getting Real Business Value from Customer Journey Mapping

CX teams need to understand the complete customer journey in order to make smart recommendations for their organisations. They also need to bring the journey to life for key stakeholders in order to inform, align, and motivate them to change. In thi...

How to Engage Your Frontline Employees in Your Customer Experience (CX) Programme

Knowing customer problems is only half the battle of improving customer experience. What really matters is understanding how to fix the problems. Frontline employees and managers, the ones who actually interact with customers, need the information a...

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 practic...

The Inside Track on the Latest Customer Experience Research from Forrester

Joana van den Brink-Quintanilha, Senior Analyst, Forrester Research MaritzCX are delighted to have guest speaker, Joana van den Brink-Quintanilha, Senior Analyst at Forrester Research and an expert in digital customer experience, measurement and str...

Linkage Analysis – Connecting Customer Experience with Business Outcomes

Improving the interaction with your clients by deep-diving into the data you already have. We believe that establishing the link between customer experience (CX) and business outcomes is critical to enable clients determine the return on invest...

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 i...

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 soc...

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 more tha...

Putting Your Customers in the Driver’s Seat

Why You Need to Do Customer Journey Mapping 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 d...

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 spen...

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 collect...

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’r...

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 Experi...

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 gre...

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.&nbsp...

When CX Data Flows Freely, Everyone Wins

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

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 ...

How an Energy Company Became Fanatical About CX

Making the customer first in everything you do Is the quest for differentiation causing you to lose your mind? Keep your sanity and move the needle by putting new focus on your CX programme. Learn how Reliant, an electricity, home services, and secu...

The MaritzCX Brochure

Read about the world’s only full-service customer experience company that has over 40 years of experience answering the most difficult CX questions. Download to get started on creating the experiences that your customers deserve. This VC short...

The MaritzCX Solution

Our customer experience (CX) solutions give you everything you need to see, sense, and respond to every customer instantly. This powerful combination brings together deep research expertise, award-winning technology, and best practice services, unli...

The ROI of Customer Experience in the Auto Market

So what does it take to improve customer retention, conversion and lifetime value? And what does it mean for automotive OEM’s? Join MaritzCX’s renowned auto industry expert, Dr. David Ensing, for the webinar, The ROI of Customer Exp...

MaritzCX Text Analytics

Your customers tell thousands of stories about your products and brand every day in dozens of traditional, online, and social media environments. These free-form conversations contain a wealth of invaluable CX information, but they ar...

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...

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 proce...

How Text Analytics Changes Everything

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

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 t...

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 ques...

Think Before You Link

If your organisation seeks to understand how ‘doing the right thing’ leads to positive financial outcomes, you need to look at linkage analysis. If you want to know how customer satisfaction is related to lo...

The Positive Economics of Customer Engagement

Organisations have failed to find the secret formula to justify new customer engagement and loyalty investments—until now. Engagement is the emotional connection or attachment that a customer develops during repeated and ongoing interactions w...

Paychex Case Study

Paychex, Inc. is a leading provider of integrated human capital management solutions for payroll, HR, retirement and insurance services. By combining mobile, innovative software-as-a-service technology with dedicated personal service, Paychex empowe...

Visualising 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...

Salesforce Integration

MaritzCX brings real customer insight to life in CRM dashboards so every customer engagement is meaningful and delivers real commercial outcomes. MCX will drive you to stronger results, accelerate customer retention, advocacy and growth. Connect Mar...

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 behaviour. In fact, this is where the real payoff of a CX investment is exp...

Journey Mapping

Gain deep, accurate insights into your customers’ collective experiences with your business. This detailed review, performed by an experienced team of MaritzCX consultants, will work to: Explore, document and understand the personal,...

Taking Action on Customer Feedback

Conducting customer experience research is all well and good, but in the end, it really isn’t helpful unless you do something with the information you have collected. This article will focus on the primary “whats” and “hows” of acting on cu...

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 wil...

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 company...

What Makes an Organisation a Customer Experience Leader in the Digital Age

Digitalisation is transforming businesses throughout the world. We can try our best to fight it, but the truth is that we are living in a digital age. Regardless of the industry you operate in or the size and CX maturity of your company, organisatio...