Strategy and Design Consulting

MaritzCX Strategy and Design consulting starts with the insights and expertise you need to clearly understand, consistently manage, and continuously improve customer experiences over a lifetime of interactions. This gives you the power to identify your key points of influence early, understand what drives customer satisfaction or attrition, and take decisive action to improve your revenue and growth.

MaritzCX is ready to help you prioritise and focus on the drivers and actions that will have the biggest impact on your business. This includes giving you access to proven benchmarks, world-class analytical tools, and custom research to deliver the best possible return on your CX investment.

World-class CX programmes know how to combine different points of communication, back-end business processes, and diverse performance measures to deliver a rich, holistic view of the complete customer lifecycle. MaritzCX can help you get there—with an approach that engages every part of your business to provide a true 360-degree view of every customer interaction.

Before you begin the process of building or overhauling your CX programme, expert MaritzCX consultants work with your management team to harmonise organisational goals, align key stakeholders, and set up an effective corporate governance structure for your CX initiatives.

This comprehensive review carefully analyses all of the factors that affect your ability to delight your customers—and identifies key areas in your organisation that hinder or enable the kinds of experiences you’re working to create for your customers.

This thorough, detailed review measures the effectiveness of your current Voice of Customer programme, including the quality of your VOC analysis, the effectiveness of your surveys and scales, the breadth of your VOC listening posts, and more.

This offering creates a powerful visual representation of the journey your customers take with your products, services, and brand. With Journey Mapping, you can identify key moments and evaluation points in your CX process, identify crucial positives and negatives, and measure attitudes and emotions that affect your customers’ impressions and decisions.