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MaritzCX calls for new approach to CX assessment at CXPA European Insight Exchange

MaritzCX to present key findings of CXEvolution™ study at CXPA European Insight Exchange, highlighting that 72% of CX professionals feel their CX programmes are not driving business results

 

High Wycombe, England – 30th March 2016 – MaritzCX, a global leader in customer experience (CX) software and services, is a sponsor at the CXPA European Insight Exchange, and will be championing the need for organisations to think more pragmatically about their CX programmes. MaritzCX’s recent CXEvolution study of over 4,000 CX professionals across the globe revealed that a staggering 72% felt their CX programmes were not successful at driving business results.

Speaking at CXPA European Insight Exchange on Thursday 31st March, MaritzCX’s European Director of Business Services Jeremy Griffiths will highlight the key issues uncovered in the study that organisations need to address to reach their full CX potential. This call to action comes after the CXEvolution™ study also found that 56% of those surveyed from the UK believe their VOC programmes are not meeting management expectations.

The study also looked into the issues preventing organisations from realising business outcomes from their CX efforts. MaritzCX discovered that companies with the highest levels of customer experience maturity consistently enjoy up to three times more revenue, margin growth, customer retention and profitability than firms with lower organisational CX maturity.

“2016 has already been hailed as the year of the ‘Age of the Customer’ by industry analysts – the necessary technology, attitude and recognition of importance have finally come together. Now is therefore the time for organisations to focus on the steps towards CX maturity and strategically plan to improve their services,” said Jeremy Griffiths, European Director of Business Services at MaritzCX. “Our session at CXPA European Insight Exchange will explore the practical steps enterprises need to take to change the scope of their culture, people and processes, and address the areas that require specific focus and assessment.”

Jeremy will be presenting The Two Numbers Every CX Professional Should Know at 16.15 on Thursday 31st March during the CXPA European Insight Exchange at The Landmark London. Representatives of MaritzCX will be available at the event to further discuss CXEvolution™ and how the assessment framework helps organisations understand their CX maturity and begin improvement planning.

To take the complimentary CXEvolution™ assessment, visit www.maritzcx.com/gb/what-we-do/assessment/

About MaritzCX

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 program services, MaritzCX ingrains CX intelligence and action systems into the DNA of business operations through its 12-point CXEvolution™ process. To take the complimentary CX assessment, visit www.maritzcx.com/gb/what-we-do/assessment/.For more information about MaritzCX, visit www.maritzcx.com/gb/.

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Sarah Walker/Tamsin O’Neill

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MaritzCX