Resource Library

Featured Resource:
MaritzCX Overview Video: Customer and Employee Experience

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151,000 Reasons Why Customer Experience and Dealership Loyalty Matter

293,000 Reasons to Have a Clean Restroom

A Beginner’s Guide to Launching a Customer Experience (CX) Program

A Beginner’s Guide to Launching a Member Experience Program for Credit Unions

A Generational View of Personal Finances

A MaritzCX Financial Services Study Report

Advocacy Board Integrates Voice of the Customer Into Every Fiber of Your Company Culture

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Aegon Case Study

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The Affluent Investor: More Consolidation. More Regulations. More Advice.

AgileEX Suite

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Ameren Missouri’s Culture Transformation Leads to Amazing CX Program Success

Anheuser-Busch Case Study: Wholesaler and Retailer Survey Program Refresh

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Automotive Mystery Shopping: Your Agent of CX Truth

Addressing Survey Manipulation

Action Planning: Turning Individual Feedback into Organizational Change

Align CX to Drive Tangible Business Results

An Emotional View of a Customer’s Journey

Annscom Partner Flyer

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The Art and Science of Email Survey Invitations

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Ask the Questions That Drive Incremental Revenue Growth

Autonomous Self-Driving Vehicle Study

A Great Customer Experience Starts with Engaged Employees

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B2B Guide to VoC: Delighting the Customer in a B2B Environment

Best Practices of Setting Up a Case Management Program

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Big Data Is Turning the Spotlight on This Key Executive

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Bringing Insight to Life: Enhancing CX with Video

Bringing Personalization to CX

Building Incentive-Based CX Programs

Buying Loyalty: Do Rewards Programs Translate Into Customer Engagement?

Building a CX Program for Success

Building Emotional Connections to Deepen Customer Relationships

Capitalizing on Voice of Customer eBook

Case Study: Associated Bank

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Catered Spotlight

C.H. Robinson Q&A: A CX Program Designed to Surface Customer Trends and Needs

Channeling CX: The Ohio Mutual Case Study

Chevron Federal Credit Union Re-Envisions CX Measurement

Connecting Employee & Customer Experience

Connecting Employee Experience and Customer Experience

Connecting Employee, Customer and Partner Experience (AAGroup)

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Cracking the Patient Experience Conundrum

Cracking the Social Nut with your CX Program

Creating Elite Experiences for Today’s Modern Patients

Customer Experience Is Your Business eBook

Customer Experience Maturity Leads to Financial Gain

The Customer Side of Mystery Shopping

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CX at Its Best

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CX Challenges in Financial Services

CXEvolution – Driving the Best CX Action

CXEvolution Infographic

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CX Programs: Your Top 3 Questions

CX Research Assessment

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CXStandards – Know How You Measure Up

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

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

CX Governance

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CX First Step Consultation

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CX Strategies for Changing the Game

CX Strategies for Changing the Game (Insurance)

Dashboards and Reporting Techniques to Communicate Complex Data

Driver Analysis: Deriving Importance

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Deepen Your Customer Connection

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Mystery Shopping: Deliver on Your Brand Promise, Everywhere. Every Time.

Demo: The World’s Best Customer Experience Technology Platform

Delighting without asking: A Behavioral science POV on customer experience

Delivering Solutions that Align the Enterprise Around CX and Drive Change

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Designing & Implementing Closed-Loop VoC Systems

Do We Really Need to Delight Our Patients or Just Cure Them?

Discover. Design. Deploy. Customer-driven innovation that creates a competitive edge.

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Dräger Case Study

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British Council Case Study

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Driving Billions in Automotive Revenue

DSV Logistics Case Study

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Eastern and Bangor Savings Banks’ Partnership Inspires Greater CX Success

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Eastern Bank and Bangor Savings Banks Q&A: Banks’ Partnership Inspires Greater CX Success

11 Easy Ways to Improve Your Survey Response Rates

Elevating Your CX Program Through Mystery Shopping

Embracing CX Transformation in the Digital Age

The Employee Customer Experience: Why Employee Customers Matter

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Employee Experience Monitoring

Employee Experience Monitoring Suite

Ending the Data Debates on the Value of Customer Advocacy

Engagement and Loyalty: How Employees Can Be Your Best Customer Advocates

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Engagement eBook (Allegiance)

Financial Services Mystery Shopping: Your Agent of CX Truth

Five CX Trends Shaping the B2B Landscape

5 Methodologies to Kickstart Your CX Program

5 Steps to Kick-Start the Digital CX Transformation

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Five Steps to Map the CX Path in Financial Services

Five Steps to Uncovering the Real Customer Experience Journey

Focusing On The Positive – The Benefits of Using Celebration Alerts in CX Surveys

Follow the CX Tea Leaves

Fostering Customer Centricity Through Curiosity and Conflict

The 4 Steps Ohio Mutual Insurance is Taking to Differentiate Itself from the Pack

Four Tips for Successfully Managing CX During Mergers and Acquisitions

Four Trends Impacting Your Bank’s Customer Experience

From A – Z

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From Purpose to People to Performance to Profits

From Zero to a World-class B2B VoC Program in Under 12 Months

Getting Real Business Value from Customer Journey Mapping

GSA Capabilities Statement

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Guarding Against Survey Manipulation

Help and Trust: Financial Needs of Today’s Generations

Holiday Tips for Spicing Up Those Surveys

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How Activision’s Voice-of-the-Gamer Program Helps the Company Accomplish its Corporate Goals

How an Energy Company Became Fanatical About CX

How the Perception of Productivity Affects our Engagement at Work

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How Short Should You Make Your Customer Experience Survey?

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How Text Analytics Changes Everything

How to Align Voice of Employee with Voice of Customer Programs

How to Engage Your Front-line Employees in Your Customer Experience (CX) Program

How Good is Our Score?

How REST Revitalized its Voice of Customer Program

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How Well Have You Integrated Emotions into Your CX Program?

Implement a CX Health Check

Impact of Social Media Among North American Car Buyers

The Impact of Social Media Reviews Among Car Buyers – US & Canada

Implied Satisfaction (iSAT) Predictive Modeling

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Important Considerations When Adding a Reward Component to Your Customer Experience Program

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Improving the Customer Experience with Internal Partner Surveys

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Individual Health Insurance + Politics + Money

The Inside Track on the Latest Customer Experience Research from Forrester

Insurance Mystery Shopping – Your Agent of CX Truth

Integrating Multiple Voice of the Customer Sources

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Integration Capabilities

Is Omni-channel the Unicorn of CX

Interactive Voice Response (IVR) für moderne CX

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IVR Surveys For Call Center CX Solutions

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It’s Time for Utility Companies to Implement a Modern Customer Experience Program

Journey Mapping

Journey Mapping Power-Hour

Key to Selecting the Right CX Platform

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Linking the Voice of the Customer to Business Results

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Make Customer Experience the Ultimate Profit Center of Your Business

MaritzCX Employee Engagement Fast Track

Making the Case for Improving Customer Experience

Making Insight Actionable: Closing the Loop and Driving Action

MaritzCX 1-2-10 Partner Referral Program Video

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MaritzCX Overview Video: Customer and Employee Experience

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MaritzCX Only CX Firm to Place as a Top 50 Research and Analytics Company And Earns Highest Industry Rankings for Enterprise CX Programs

MaritzCX & Survox

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The MaritzCX Brochure

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MaritzCX and CX Workout

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MaritzCX Expert Services: Unlocking the Power of CX

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MaritzCX’s Mike Sinoway and Jason Macedonia Talk About the Changing Healthcare Industry

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MaritzCX Patient Experience Platform

MaritzCX Powersports Study

MaritzCX Reinvents the Patient Experience Industry

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The MaritzCX Solution

MaritzCX Speech-to-Text: Fast, Affordable Call Center CX Solutions

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MaritzCX Text Analytics

MaritzCX University

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MaritzCX Voice Driven IVR Surveys

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MaritzCX CXWorkflow ™

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Marketo Integration

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Maximise Verbatims with Text Analytics

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Mobilize Me!

Mountain America Credit Union

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Mountain Land Rehabilitation

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Moving Beyond Metrics

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Mystery Shopping: A Critical Tool in the CX Arsenal

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The New Evolution of CX: Measuring and Assessing CX Maturity in the Modern World

The New Social Contract Between Employers and Employees

New Vehicle Customer Study Product Sheet

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The Nine Habits of Leading Customer Feedback Managers

Adobe Analytics Integration

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NPS Analytics

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NPS Best Practices: Setting up the NPS Question

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NPS: Using It Correctly

NVCS Early Buyer Study

Ohio Mutual Insurance Case Study

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OmniChannel Customer Experience: The Unicorn of Modern CX

One-Step Ahead: Why Mystery Shopping Works for Today’s Financial Institutions

Operationalizing CX Part II: Inner- and Outer-Loop Actionability

Opportunities to Operationalize VoC

Optimize Your Dashboard Designs to Drive Action

Organizational CX Assessment

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

Paychex Case Study

Perspectives From an Affluent Investor

Pinpointing the Experiences that Matter Most

Pivotal Home Solutions

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Placement of Survey Questions

The Positive Economics of Customer Engagement

The Power of Expectations

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The Power of Social to Improve Customer Experience Outcomes

Propelling Revenue Growth and Share of Wallet in Financial Services

The Purchase Journey

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PredictionCX

Providing Value to CX Programs Through Segmentation

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Putting the Voice of the Customer to Work

Putting Your Customers in the Driver’s Seat

Realizing the Power of a Data-Driven Frontline Employee

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Reliant Case Study

Reliant is Energizing CX. Just Watch.

Reliant Q&A: Fanatic About Making Customer Experience a Part of Its DNA

Retail Mystery Shopping: Your Agent of CX Truth

The Role of the Relationship Survey in the CX Program

The ROI of Customer Experience in the Auto Market

The ROI of Customer Experience in Financial Services

The ROI of Feelings: Understanding the Emotional Connection to Your Brand

The ROI of VoC

Sampling in Modern CX Programs: Not Dead Yet?

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Score Differences Between Studies

Seeing the Future Can Be Your New CX Superpower

Segmentation Research

Segmentation – You’re Probably Doing It Wrong

7 Steps and Tools to Avoid Brand Erosion During Organizational Transformation

Six Steps to Flawless NPS Implementation

SocialCX: Turn Social Media Into a Reliable and Manageable Source of CX Insights

Social Media’s Impact on Purchase Decisions

Software Solutions for Touchpoint Management

Spotlight on New Product Clinics

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Stop “Chasing the Score” eBook

Stop “Chasing the Score” and Focus on Driving Action

Survey Design in a Mobile World

Survox & MaritzCX: Augment your CX Program

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Tableau Integration

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Taking Action on Customer Feedback

Taking Action on Customer Feedback: Three Tried and True Methods

Taking CX Further in 2015

Taming the Insight Kraken by Fusing Text Analytics with Data Science

Telecommunications Company Dials in An Award-Winning Closed Loop Program

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TELUS Case Study

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TELUS Talks About $10M Potential Annual Savings from CX Program Transformation Efforts

Ten Innovations That Accelerate FinServ CX Program Success

Think Before You Link

Tips for Capturing Customer Feedback in a Mobile World

The Top 11 Ways to Increase Your Employee Loyalty

The Top 9 Ways to Increase Customer Loyalty

The Top 10 Voice of Customer (VoC) Best Practices

Total Experience Design A New Model for Customer Experience

Transactional and Relationship Surveys in the Banking Sector

Transamerica Adopts a Unified Customer Experience Ethic

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Transforming Customer Feedback into Digital Improvements

True Driver Analysis

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Turning Insights into Action

Uncovering the Real Customer Experience Journey in Financial Services

Understanding Generational Differences in Retail

Understanding Key Drivers of Customer Experience: A MaritzCX Perspective

Unleash the Power of Prediction

Unleash the Power of Prediction in Financial Services

Unleash the Power of Prediction in Insurance

Unlock the Value of CX eBook

Up Close and Really Personal

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Using CXEvolution® to Drive the Best CX Action and Get the Best CX Results

Valero Case Study

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A View from the Top: Perspectives from the Affluent Investor

Visualizing Big VoC Data

Voice of the Customer Data in Salesforce

Webster Bank: Turning Feedback into Profits

Westar Energy Case Study

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What Does the ‘Platform’ Factor Mean For Your CX Program?

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What Makes an Organization a Customer Experience Leader in the Digital Age?

When It Comes to Your CX Program, Are You Planting an Annual or a Perennial?

When CX Data Flows Freely, Everyone Wins

When Money is at Stake: Designing a Defensible Customer Satisfaction Program

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Where Customer Experience and Business Results Intersect

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Why Auto Dealers Are Using Positive Alert “Celebrations” in Customer Experience Programs

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MaritzCX

MaritzCX