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Resource Library

Embracing CX Transformation in the Digital Age

Digital Transformation has become one of the technology industry’s most popular and frequently discussed topics. But how does Digital Transformation apply specifically to your Customer Experience (CX) and Voice of Customer (VoC) programs? Answ...

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...

Aegon Case Study

Aegon is an international provider of life assurance, pensions, and asset management. Today they manage over £302 billion revenue-generating investments and have more than £40 billion of funds under management. Aegon’s 24,000 emplo...

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

For more than 160 years, Anheuser-Busch (A-B) and its world-class brewmasters have carried on a legacy of brewing America’s most popular beers. Starting with the finest ingredients sourced from Anheuser-Busch’s family of growers, every b...

Automotive Mystery Shopping: Your Agent of CX Truth

Does your brand promise match your brand experience? Truth is, most organizations aren’t certain. Auto manufacturers are faced with relentless competition and fickle customers who have more choices than ever when it comes to buying or leasing....

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...

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

Explore one of the hottest growth areas in credit unions: Member Experience Financial Institutions of all sizes are looking for a better way to stay competitive, make more money, and to unify the organization around member-centric processes. A succe...

Addressing Survey Manipulation

Concerns about dealership attempts to interfere with the customer satisfaction measurement process have been around for a long time, but lately they seem to be intensifying. Clients are asking how to guard against survey manipulation, there have bee...

A Great Customer Experience Starts with Engaged Employees

The combination of employee rewards and recognition with customer experience programs is the best way to continually optimize the employee engagement process throughout the entire customer journey. CultureNext and MaritzCX provide the experience, te...

Action Planning: Turning Individual Feedback into Organizational 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 ...

Align CX to Drive Tangible Business Results

Deeper customer insights. More granular reporting. Cross-functional application. Executive engagement. Faster results. Expectations for CX practitioners have never been greater. The CX program must align to overall business strategy and drive impact...

An Emotional View of a Customer’s Journey

In today’s day and age, where companies and consumers impact
the messaging of products and services (P&S), creating emotional connections is taking on more prominence. Studies indicate that positive emotions may have more of an impact on loya...

Annscom Partner Flyer

A Comprehensive CX Solution that Integrates Data, Marketing and Technology This VC short code will work only on document post type ...

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...

Autonomous Self-Driving Vehicle Study

The pace of vehicle technology change is accelerating. Most car makers are investing huge sums to build semi-autonomous or complete self-driving vehicles. Do you know what your customers require from this technology? This study answers the question ...

Adobe Analytics 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...

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

Managing the customer experience means going beyond the product itself and ensuring the overall experience – from researching, ordering, using, and even replacing or renewing the product/service – both delights the customer and provides exception...

Big Data Is Turning the Spotlight on This Key Executive

Experts anticipate the amount of data collected globally to break the 40-zettabyte mark by the year 2020 at the latest. That is about five times the number of grains of sand on the planet—an impressive figure, and it underscores the colossal s...

Bringing Personalization to CX

Given the rising expectations for customer centricity and personalization across the digital world that we live in today, the challenge for CX Practitioners is to ensure we are bringing this same level of personalization to the CX process. The techn...

Buying Loyalty: Do Rewards Programs Translate Into Customer Engagement?

While rewards programs play an important role in many companies’ overall marketing strategies and add to a brand’s value proposition, they do not alone create engaged customers. True customer loyalty and engagement strengthens a brand and is bui...

Building a CX Program for Success

If you are interested in experiencing the business success that comes from a strong customer orientation, the first thing you need to understand is that it takes more than having a team set up a Voice of Customer (VoC) program and share the results....

Connecting Employee, Customer and Partner Experience (AAGroup)

MaritzCX and AAGroup provide end-to-end customer, employee and channel engagement programs with an unparalleled degree of integration—bringing decades of customer, employee and partner engagement experience to your bottom line. This VC short c...

Connecting the Dots: How Employee Engagement Drives Stellar Customer Experiences

71% of employees are not engaged at work. And according to Gallup, disengaged employees cost US businesses $450-550B per year. Great customer experiences start with engaged employees. Recent research demonstrates that 73% of customers love a brand b...

Capitalizing 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 ...

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

In this Q&A article, learn how logistics company C.H. Robinson implemented feedback into their company, resulting in a CX program that quickly surfaces customer trends and needs. This VC short code will work only on document post type ...

Channeling CX: The Ohio Mutual Case Study

Ohio Mutual Insurance Group implements a comprehensive VoC program to differentiate their business Maintaining a superior customer experience (CX) is paramount for every organization, particularly when it comes to standing out from competitors ...

Connecting the Dots: Where Customer Experience and Employee Engagement Converge

Did you know $8.3 Billion is projected to be spent on CX programs and initiatives by 2019?* When it comes to CX, keeping customers happy and keeping your employees engaged are two sides of the same coin. Companies that don’t have employee enga...

Connecting Employee & Customer Experience

Companies are realizing the importance of a customer experience programs and listening to their customers. In our research we’ve found that companies with engaged employees and customers are three times more profitable*. By combining employee ...

Cracking the Social Nut with your CX Program

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...

Customer Experience Is Your Business

At the heart of every business is the customer. Discover how modern customer experience (CX) programs are the key to retaining customers, unifying employees, delivering stronger results, beating competitors, and accelerating your career. Topics...

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 program will lead to increased profits and financial gain. A MaritzCX study of over 4,000 CX professionals found that companies...

CX at Its Best

This booklet showcases some of the world’s most amazing institutions in their efforts to derive, share and act on customer insights. Improved retention, acquisition and customer lifetime value are the desired results of customer experience&mda...

CX Challenges in Financial Services

Addressing Four Challenge Areas for Delivering Better Customer Experiences Senior customer experience (CX) leaders representing banks, investment firms, credit card/payment services, and insurance providers of all sizes, identified four of their mos...

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 Investigate & Measure Maturity Stage

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

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...

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 Standardize & Solve Maturity Stage

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

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 ...

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 optimize the customer and ...

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

Kyle is the director of Customer Experience at West Monroe Partners and believes a well-executed customer experience strategy is paramount to market differentiation, ultimately leading to higher customer loyalty and profitability. He has spent 15 ye...

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...

CX First Step Consultation

Before you can build an effective, unified CX program, you have to make sure every part of your organization is properly structured and aligned for CX success. The MaritzCX First Step is a one-time engagement designed to help you take that crucial f...

CX Strategies for Changing the Game

Are your customers becoming prospects for other financial organizations? Why wait until the customer is lost? Your growth strategies should focus on acquiring new customers and deepening relationships with existing ones. Learn and recognize the five...

CX Strategies for Changing the Game (Insurance)

Are your customers becoming prospects for other insurance organizations? Why wait until the customer is lost? Your growth strategies should focus on acquiring new customers and deepening relationships with existing ones. Learn and recognize the five...

Dashboards and Reporting Techniques to Communicate Complex Data

In a world in which more and more data is available from a wide variety
of channels, many different information sources are being bundled to form the basis for obtaining new and more detailed insights. Effective data visualization gives users ...

Deepen Your Customer Connection

Knowing your customers and being able to assess their emotions helps organizations like you develop and improve relevant CX policies and processes. You can build greater empathy for customers among frontline employees by simply understanding the emo...

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

How Mystery Shopping programs help companies enhance customer experience and build a better brand Does your brand promise match your brand experience? Truth is, most organizations aren’t certain. Relentless competition and fickle customers (wh...

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, analyze, and drive action quickly on customers’ feedback. The MaritzCX Platform is ba...

Delighting without asking: A Behavioral science POV on customer experience

As marketers and CX professionals, we care a lot about what our customers think. No opinion matters more than theirs. So, we often ask them for it. “What did you think about this? Did you enjoy that? Which would you prefer? Please choose, plea...

Delivering Solutions that Align the Enterprise Around CX and Drive Change–MaritzCX and Customer Centered Strategies

Increasingly organizations are realizing that in order to grow and prosper, they need to differentiate themselves through Customer Experience. Influencing change and increasing ROI within an organization is accomplished with the business intelligenc...

Designing & Implementing Closed-Loop VoC Systems

A MaritzCX Ask the CX Expert Webinar This webinar session was completely powered by your questions submitted prior to the live event. Something to think about …A VoC program must have a clear plan for how results will be used or the initiativ...

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

Digital customer journey mapping and a comprehensive CX platform that can turn the resulting insights into action make for a powerful combination. With these tools at your fingertips, you can put the customer at the heart of your efforts and drive r...

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...

Dräger Case Study

As an international leader in medical and safety technology, Dräger develops innovative equipment and solutions people trust all over the globe. No matter where Dräger products are used, it’s always about life. Whether for clinical u...

Driving Billions in Automotive Revenue

We believe every automotive manufacturer should be able to see, sense and act on the experiences and desires of every customer, employee, dealer and partner at every touch point that matters, in real-time. We do this by delivering real value and opp...

Eastern and Bangor Savings Banks’ Partnership Inspires Greater CX Success

NEW ENGLAND BANKING GIANTS For nearly 200 years, Eastern Bank has provided banking, investments and insurance to the people and businesses of Massachusetts, whose footprint since 2014 now includes Southern New Hampshire. The company prides itself on...

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

In this Q&A article, learn how Bangor Bank and Eastern Bank founded a partnership of working together. Find out how this collaboration has affected both of their companies and how greater CX success has been inspired. ...

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...

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

There are only three measurements that tell you nearly everything you need to know about your organization’s overall performance: employee engagement, customer satisfaction, and cash flow. This VC short code will work only on document post typ...

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...

Financial Services Mystery Shopping: Your Agent of CX Truth

How Mystery Shopping Complements a CX Program Consider the number and type of interactions your customers have across your organization – in-branch/face-to-face, email, phone, call center, web/online, direct mail. Is your brand promise and cus...

Five CX Trends Shaping the B2B Landscape

Listen to Michael Allenson discuss five trends affecting B2B customer experience. More than just good ideas, these trends will help you achieve success in your CX efforts. CX Consumerization – Consumerization of IT has been driving major chang...

5 Methodologies to Kickstart Your CX Program

Using analysis techniques for CX programs allows data to be transformed into information and knowledge. Although there are many broad areas for analysis, this article will touch on five instrumental techniques: data mining, predictive analytics, key...

5 Steps to Kick-Start the Digital CX Transformation

The digital revolution is just getting started. Technology that automates our lives is being developed at an ever-increasing pace. The world has become a much smaller place due to our digital lifestyles. While our personal lives can quickly and easi...

Five Steps to Map the CX Path in Financial Services

Today’s customer journey is incredibly complex and varies widely across financial services institutions. That is why it is crucial to understand every step of your customers’ journey. Savvy financial firms are using this knowledge to str...

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...

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

Your customers like you. Just ask. Recent MaritzCX studies show that voice of the customer (VoC) survey respondents who are prompted to share a positive or “celebration” comment during the survey are five times more likely to provide fee...

Follow the CX Tea Leaves

A Case Study About Capitalizing on Small Wins for Agility and Growth Unifying the customer experience across every channel doesn’t necessarily have to start with a fully baked, end-to-end CX plan. In many cases, the best evolution happens as y...

Forrester Partner Flyer

Drive Incremental Revenue Growth: Get the Forrester Customer Experience Index Surveys on the MaritzCX Platform This VC short code will work only on document post type ...

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

Ohio Mutual Insurance Group is a property-casualty insurer founded in 1901 and based in Bucyrus, OH. They write more than $220 million in premiums each year—covering homes, autos, farms and commercial properties in seven states through 400 independ...

Four Tips for Successfully Managing CX During Mergers and Acquisitions

Remembering your customers amidst the chaos Mergers and acquisitions in the financial services industry can create significant regulatory, operational, cultural, branding, and personnel anxiety for the entities involved. And, while those&n...

Four Trends Impacting Your Bank’s Customer Experience

Bank officers typically rank, “meeting customer expectations”, among the top challenges facing today’s financial institutions. That’s because customers are becoming increasingly more demanding, often expecting their bank to d...

From A – Z

Understanding the process people go through when choosing one brand over another is at the heart of what we do as researchers and marketers. This VC short code will work only on document post type ...

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...

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

The OpenText team goal was simple: to launch a program to impact front-line teams and influence business results using a VoC program and platform – and to do it un under 12 months. Learn how industry leading B2B company OpenText launched their...

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 organizations. They also need to bring the journey to life for key stakeholders in order to inform, align, and motivate them to change. In thi...

GSA Capabilities Statement

MaritzCX provides customer experience (CX) software and research services. It is the combination of the award-winning Allegiance CX platform and Maritz Research strategic consulting services. The MaritzCX platform is a true big-data solution, specif...

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...

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

The gaming industry is known for innovation and creativity of its products, but Activision is also pioneering innovative voice-of-the-gamer and player experience programs that help it accomplish its most important corporate goals. Join this webinar ...

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 program. Learn how Reliant, an electricity, home services, and securi...

How Text Analytics Changes Everything

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

How to Align Voice of Employee with Voice of Customer Programs

According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked. A recen...

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

Learning what your customers’ problems are is only half the battle. Knowing how to fix them is what really matters. While most companies are committed to improving the customer experience, a growing body of evidence reveals a majority are not ...

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 Dave Fish, Matt Inman, and Michael Allenson will reveal a practical framewo...

How REST Revitalized its Voice of Customer Program

Greater choice in the superannuation sector means customers are expecting more than just low management fees and high return, they’re expecting a superior experience. To find the insights that matter and act on them across all departments from...

How Well Have You Integrated Emotions into Your CX Program?

Join Michael Allenson and Jen Rubin as they share benchmarking information on emotions in customer experience. The CXBenchmark tracks customer emotion data across 14 industries (listed below). In this webinar, we will share the results of this resea...

Implement a CX Health Check

Whether you’re just getting started with your CX efforts or you have a well-developed CX program, businesses of all levels need to improve their customers’ satisfaction and loyalty. How do you achieve short-term financial results an...

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...

Insurance Mystery Shopping – Your Agent of CX Truth

Consider the number and type of interactions your customers have across your organization — in-branch/face-to-face, email, phone, call center, web/online, direct mail. Is your brand promise and customer experience being delivered consistently ...

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 behavior. In fact, this is where the real payo of a CX investment is experie...

Is Omni-channel the Unicorn of CX

Delivering omni-channel experiences has been a hot topic in the CX industry for a number of years. The reason that we keep talking about it is that very few have actually achieved omni-channel delivery. Another important reason that we continue to t...

IVR for Modern CX

Interactive Voice Response (IVR) is a critical component of today’s customer experience programs. It offers a unique role in omni-channel data collection by providing the highest participation rates, easy survey access for the mobile consumer ...

IVR Surveys For Call Center CX Solutions

IVR surveys enable immediate deployment of a post-interaction survey for Call Center customers to ensure the highest response rates and highly relevant experiential data. This VC short code will work only on document post type ...

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

In today’s competitive, service-obsessed world, community and customer expectations are rising. If you can’t meet those expectations and show the results, you limit your ability to deliver the best possible service at the lowest possible...

Journey Mapping

This detailed review, performed by an experienced team of MaritzCX consultants, will work to: Explore, document, and understand the personal, emotional parts of the customer experience that quantitative measures alone often miss Create a detailed vi...

Journey Mapping Power-Hour

Customer Journey Mapping is a topic gaining ever-increasing levels of traction in organizations. Customer experience and research teams are beginning to see the tremendous potential for journey mapping to align teams of employees around key customer ...

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 ...

Make Customer Experience the Ultimate Profit Center of Your Business

Join Michael Allenson of MaritzCX and John Harris of Protiviti as they provide a roadmap on how you can refocus the thinking of your organization when it comes to customer experience (CX). This requires starting from a consideration that customers m...

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...

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...

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...

MaritzCX and CX Workout

MaritzCX and CX Workout deliver the industry’s most comprehensive CX solution linking customer journey mapping and co-creation to ongoing CX measurement and performance improvement. This VC short code will work only on document post type ...

MaritzCX Expert Services: Unlocking the Power of CX

Need to Super Charge Your CX System? More than 72% of CX professionals admit their CX program isn’t getting the job done.  The reason?  It is difficult to convert information to insights and insights into action.  Within the wal...

MaritzCX Integration for Oracle Sales Cloud

The experienced 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 isn’t properly managed c...

MaritzCX Powersports Syndicate

Understanding consumer sentiment is a necessity for Powersports manufacturers to remain competitive. The MaritzCX Powersports Syndicate study reveals changing marketplace needs and allows manufacturers to gain current and comprehensive data on the l...

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. ...

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...

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

Capture more qualitative customer insights faster with speech-to-text auto transcription. Leverage voice-based open ended feedback to improve your Call Center CX decision-making. This VC short code will work only on document post type ...

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...

MaritzCX University

If you’re leading your company’s CX program, you’re no doubt looking to take the wheel and cruise full speed ahead into the business insights and actions that can improve your bottom line. MaritzCX University is a comprehensive edu...

MaritzCX Voice Driven IVR Surveys

Together, MaritzCX and PinPoint offer an end-to-end CX solution that delivers robust and scalable platforms, real-time voice of the customer surveys and Speech-to-Text data processing technology that hands businesses the tools and expertise they nee...

Marketo Integration

Integrating CX Data with a Marketo account allows teams to take immediate, relevant action. Not only does it provide more accurate information about your client base, it gives you specific information on individual customers, allowing you to adjust ...

Maximise Verbatims with Text Analytics

Increasingly, automotive manufacturers are looking to gain more insights from the verbatim data we collect. This VC short code will work only on document post type ...

Mountain America Credit Union

Mountain America Credit Union Increases Membership and Share of Wallet by Acting on Customer Feedback Established in 1938, Mountain America Credit Union has become a tradition for many of its 495,000 members. This not-for-profit credit union owes it...

Mountain Land Rehabilitation

Established in Salt Lake City in 1984, Mountain Land Rehabilitation (MLR) provides comprehensive rehabilitation therapy services in skilled nursing facilities, hospitals, transitional care centers, outpatient clinics, work sites and in the home. Fou...

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

Customer experience is the next competitive battleground… because while features, functions, and materials are easy to replicate, experiences are not. Organizations may have ample data on the way customers view their brands, but the key isn&r...

NextGen Case Study

NextGen Healthcare helps ambulatory care organizations transition to value-based care by empowering them to nurture and build healthier patient communities at a lower cost with its technology-enabled solutions. Named as one of the top five electroni...

NextGen Healthcare’s Voc Program Improves Client Retention and Strengthens Client Loyalty

NextGen Healthcare helps ambulatory care organizations transition to value-based care by empowering them to nurture and build healthier patient communities at a lower cost with its technology-enabled solutions.
Named as one of the top five ele...

The Nine Habits of Leading Customer Feedback Managers

Gathering customer feedback is the only way for a company to truly know and understand its customers’ needs, wants, concerns, and issues, as well as create more and lasting value for them. Regardless of whether customer feedback is managed by ...

Nissan Case Study: Increase In Sales and Service Scores

As an organization Nissan has pride in their brand and in being innovative when it comes to focusing on and driving their customers’ experience. They strive to deliver a superior experience tailored to customer demographics. In 2014, and after...

Not All CX Programs Are Created Equal

CX Evolution Study Reveals the Positive Impact of a Holistic CX Program Organizations that are holistic in their CX program implementation have experienced as high as 91% year-over-year net financial improvement and 86% net customer retention improv...

NPS Analytics

There are many ways to measure customer loyalty, including Net Promoter Score (NPS) ®. However, just measuring and knowing your NPS score isn’t enough. In order to grow your customer loyalty, you need to know how groups of customers f...

NPS Best Practices: Setting up the NPS Question

NPS, or Net Promoter Score, is a means of measuring loyalty based on one survey item: a customer’s “likelihood to recommend”. The rating scale associated with NPS is based on an 11-point scale that stretches from 0-10. Customers wh...

NPS: Using It Correctly

In 2003 Fred Riechheld introduced the Net Promoter Score (NPS) as the “one number you need to grow” within the customer experience field. Since that time, many companies have adopted this measure. At MaritzCX we are often asked about our...

NVCS Early Buyer Study

MaritzCX, the auto industry’s leading customer experience (CX) management provider and producer of the New Vehicle Customer Study, now offers the market exclusive access to research that delivers critical insight new vehicle’s position a...

Ohio Mutual Insurance Case Study

Founded in 1901 and based in Bucyrus, OH, Ohio Mutual Insurance Group writes more than $220 million in premiums each year – covering homes, autos, farms and commercial properties in seven states through 400 independent partner agents. To ...

Optimize 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...

Oracle Sales Cloud Integration

As part of our CXFuel integration framework, MaritzCX offers an Oracle Sales Cloud connector that gets your customer data buttered up and dished out to all the right people. This VC short code will work only on document post type ...

Organizational CX Assessment

The arrival of the “age of the customer” has led organizations 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 ...

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) program. Since the program’s launch in mid-2015, it has grown from a single post-transaction in-store experience survey to an o...

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...

Pivotal Home Solutions

Every year Pivotal Home Solutions has more than one million call center interactions with its customers. The company operates a blended call center, processing both in-bound and out-bound calls that include the opportunity for new sales. Employees h...

The Positive Economics of Customer Engagement

Organizations 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...

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...

Propelling Revenue Growth and Share of Wallet in Financial Services

The impact of customer experience varies based on an organization’s acceptance and prioritization of CX strategies. Our research reveals companies that have invested in the CX process and aligned their businesses around CX, achieve a 3X greate...

The Purchase Journey

Traditional brand research is focused on measuring the purchase funnel with an eye toward understanding awareness, familiarity, consideration, and purchase. This approach treats consideration as a high level concept, rather than a more tangible meas...

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...

Putting the Voice of the Customer to Work

The real value of customer experience programs 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 than there...

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...

Reliant Case Study

Reliant brings electricity, home repair services, and security to residential and business customers across Texas. Reliant is part of NRG Energy, Inc., a Fortune 200 company that is at the forefront of changing how people think about, buy and use ene...

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

In this Q&A, you’ll find out how Reliant, a leading energy company based in Texas, USA, has become fanatical about making the customer part of their company DNA by incorporating CX stakeholders at each level of their organization and by fr...

Retail Mystery Shopping: Your Agent of CX Truth

MaritzCX Mystery Shopping is your agent of customer experience (CX) truth. Our mystery shopping services provide a continual, unbiased source of insight to fully understand and report consistency and compliance of your brand and CX program — a...

A Roadmap for Improving the Customer Experience

Is your customer experience (CX) program floundering? Are you unsure where to start or what to do next? The truth is, all CX programs are not created equal. Measurement alone, one survey in one organization will not get you there. If you’re a ...

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...

The ROI of Customer Experience in Financial Services

What’s the value of a customer? What’s the impact of customer churn? If you know these answers for your financial institution, you understand the importance of customer retention and satisfaction, and subsequently, you realize the necess...

Sampling in Modern CX Programs: Not Dead Yet?

When setting up customer experience (CX) programs our clients often ask, “How big of a sample do we need to get representative data”? Like all good researchers our answer is usually, “It depends”. While technically true, that...

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...

7 Steps and Tools to Avoid Brand Erosion During Organizational Transformation

Most organizations strive to ingrain in their employees a set of organizational values—behaviors and attitudes—that are the guiding principles for all employee actions. These values are often expressed as brand promises—statements ...

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...

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...

Software Solutions for Touchpoint Management

As a customer-centric business, decisions should always be made based on customer benefit. This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improveme...

Spotlight on New Product Clinics

The world of new product clinics is about to change. The value of a clinic is in the ability to derive actionable insights from them, but the sheer logistics of managing a customer feedback event in multiple markets internationally, over a peri...

Stop “Chasing the Score” and Focus on Driving Action

Some Customer Experience (CX) leaders are beginning to question the obsession with NPS® or other similar measures as core CX program objectives. Why? Organizations spend their time “chasing the score” which can actually undermine CX ...

Survey Design in a Mobile World

A MARITZCX ASK THE CX EXPERT WEBINAR This webinar session was completely powered by your questions submitted prior to the live event. Something to think about …Over 50% of CX surveys are now taken on mobile devices. That’s staggering. I...

Survox & MaritzCX: Augment your CX Program

Getting Voice of the Customer (VoC) insights into the hands of the right people in your organization can be a game-changer in driving positive customer experiences. This VC short code will work only on document post type ...

Tableau Integration

MaritzCX offers a connector that enables CX data to be exported to Tableau, the business intelligence solution many organizations use to visualize data and aid enterprise decision-making. This VC short code will work only on document post type ...

Take the CXEvolution Challenge

Is your CX program floundering? Unsure where to start or what to do next? Come join us for the unveiling of the CXEvolution framework in a free 45-minute webinar. We bottled up our 40 years of performance improvement know-how with Global 50 companie...

Taking CX Further in 2015

Join our panel of experts as they discuss five trends affecting customer experience. It’s About Me: Customer Narcissism. While business leaders today would like to think the customer is at the heart of all they do, if we are honest with oursel...

Ten Innovations That Accelerate FinServ CX Program Success

The Customer Experience (CX) world is changing rapidly from both the customer-expectation perspective as well as from the perspective of how financial services organizations manage CX operationally. Advancements in CX technology combined with today&...

Transactional and Relationship Surveys in the Banking Sector

Customer experience is the key factor in determining a customer’s longevity with a company. In today’s world of “same” products and services by competitive institutions, customer experience has become the most important eleme...

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 organizations to spen...

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...

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

The Top 11 Ways to Increase Your Employee Loyalty

The lifeblood of every business is its employees. Consider these starting facts: (1) Each year the average company loses 20-50 percent of its employee base (Bain & Company), and (2) Replacing a lost employee costs 150 percent of that person&rsqu...

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...

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...

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...

Transamerica Adopts a Unified Customer Experience Ethic

With a history that dates back over 100 years, the Transamerica companies are recognized as leading providers of life insurance, savings and retirement and investment solutions, serving millions of customers throughout the United States and Can...

Transforming Customer Feedback into Digital Improvements

Are you losing your mind when it comes to increasing customer satisfaction and knowing what feedback to take action on?  Moving the needle definitely doesn’t happen by accident. Register now to hear two of Portland General Electric (...

True Driver Analysis

Is being helpful more important to customers than being friendly? What drives a customer to switch to another brand? What makes a customer most likely to purchase my vehicles in preference to the competition? ...

Turning Insights into Action

It is important to understand that the CX Value Chain is much more than measuring and reporting an experience and hoping for the best. It must be carefully constructed with an emphasis on ensuring insight and commitment to an action while confirming...

Uncovering the Real Customer Experience Journey in Financial Services

The year was 1993. I was a young adult working in my first job. Pay day was awesome but in the pre-digital age, depositing my check meant I had to visit the bank branch. Very often, this required a special trip as I had no other banking business to ...

Understanding Generational Differences in Retail

MaritzCX G-Tailing Poll Join Dave Fish, Ph.D. to hear about generational preferences in privacy, shopping, and retailing from the results of our first annual MaritzCX G-Poll. “Each generation imagines itself to be more intelligent than the one...

Understanding Key Drivers of Customer Experience: A MaritzCX Perspective

What determines the overall satisfaction of your customers? Is it satisfaction with areas such as sales or service, retail facilities, products offered, pricing, or something else? Understanding which attributes contribute, and how much they contrib...

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...

Unleash the Power of Prediction in Financial Services

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...

Unleash the Power of Prediction in Insurance

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...

Unlock the Value of CX

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

Up Close and Really Personal

How getting a better understanding of product quality can drive improved customer experience. Product quality is a key focus for all automakers. Nothing will cause brand affinity to be challenged more than a bad experience with a product. ...

Valero Case Study

Valero Energy Corporation is an international manufacturer and marketer of transportation fuels and petrochemicals. As the world’s largest independent petroleum refiner, Valero has a workforce of 10,000 employees with a refining capacity of ap...

A View from the Top: Perspectives from the Affluent Investor

Join MaritzCX for A View from the Top: Perspectives from the Affluent Investor. Attend and you’ll hear MaritzCX Senior Strategic Consulting Director, Rich Brose, deliver the results of the MaritzCX Wealth Poll. This strategic poll reveals...

Visualizing 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...

Voice of the Customer Data in Salesforce

Getting Voice of the Customer (VoC) data into the hands of the right people in your organization can be a game-changer in driving positive customer experiences. Imagine if your sales and support teams had access to critical VoC data within Salesforc...

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...

Westar Energy Case Study

Though Westar already has a century-long track record of providing safe, reliable and affordable energy to customers in the eastern half of Kansas, the company is committed to doing what it takes to meet Kansas’ continually changing energy nee...

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

You can have a great strategy, surveys and even insights, but without a modern CX platform you will struggle to achieve the results of top CX programs: up to 91 percent year-over-year financial improvement and up to 86 percent year-over-year custome...

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

Digitalization 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, organizatio...

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

Is Your CX Management Program Built for Long-Term Success? Building a Customer Experience (CX) program to be perennially successful requires strong organizational support and a laser focus on actions that lead to improved business outcomes. Tod...

When CX Data Flows Freely, Everyone Wins

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

Where Customer Experience and Business Results Intersect

Together, MaritzCX and Protiviti, market leaders in the industry, bring unique value to organizations looking to serve their customers with innovative services and technology and the management expertise to align and execute on CX goals. This VC sho...

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

Your customers like you. Just ask. Recent MaritzCX studies show that voice of the customer (VoC) survey respondents who are prompted to share a positive or “celebration” comment during the survey are five times more likely to provide fee...

Why Governance Is So Important to the Success of Your CX Program

Make a Case to Develop a CX Governance Plan Across the customer journey, customers are solicited for their input and feedback to guide tactical and strategic decisions. Organizations need a way to better govern customer communications through best p...