MaritzCX Blends Behavioural Science, Customer Experience to Give Businesses A Multidimensional View into Why People Do What They Do
New Chief Behavioral Officer Charlotte Blank Joins to Lead Effort
High Wycombe— 13th July 2017 — To help companies further uncover the ‘whys’ of their customer behaviour, MaritzCX is infusing its CX programmes with behavioral science research. The combined insights will drive improved results for companies’ CX programmes.
The fusion of behavioural science and CX disciplines is a direct result of the appointment of Charlotte Blank to Chief Behavioural Officer (CBO) of Maritz and the formation of the Maritz Field Research Collaborative. In this new role, Blank and her team will lead thought leadership, academic research partnerships and direct application of behavioural science across all the Maritz companies. Blank will work specifically with MaritzCX’s leadership, research, and product teams to infuse behavioural best practices into its offerings.
“People can’t always articulate why they do what they do, because so much of our decision-making is influenced by subconscious drivers,” said Charlotte Blank, CBO at Maritz. “The combination of CX data with behavioural observations can reveal insights to customer perceptions that surveys alone can’t provide. When you understand the ‘why’ of customer behavior, you greatly increase the success of customer experience programmes.”
While behavioural science is becoming more mainstream, evidenced by best-selling books like “The Undoing Project: A Friendship That Changed Our Minds” by Michael Lewis and “Predictably Irrational” by Dr. Dan Ariely, Maritz has researched the implications of our subconscious wiring and applied behaviour science to sales and marketing for more than 100 years. Blank’s appointment will elevate and strengthen the application of behavioural research within the development of the MaritzCX software platform and CX strategies.
“We want our clients to have more of those ‘Aha!’ moments, when they realise why their customers behave in the strange ways they do,” said Mike Sinoway, president and CEO, MaritzCX. “By combining Charlotte’s leadership with decades of behavioural science research, our market research capabilities, and our advanced technology, MaritzCX can significantly amplify a company’s understanding of its customers.”
Blank brings her expertise to Maritz after leading programmes in neuromarketing, social media, and global branding during her ten years in the media and automotive industries, including stints at Turner Broadcasting, and General Motors. She earned a Bachelor of Science degree in Neuroscience and Behavioural Biology from Emory University, and a Master of Business Administration from Harvard Business School.
MaritzCX® software and services help organisations see, sense and act on the experiences and desires of every customer to increase retention, conversion and lifetime value. With an unmatched combination of customer experience (CX) software, research science, vertical market expertise and managed programme services, MaritzCX ingrains CX intelligence and action systems into the DNA of business operations through its 12-point CXEvolution process. Take the complimentary CX assessment. For more information, visit www.maritzcx.com/gb/.
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