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MaritzCX™ Experts to Discuss Forces Changing Customer Experience in 2015

SALT LAKE CITY – January 22, 2015 – With the world’s broadest end-to-end customer experience (CX) software platform and services business, the MaritzCX team is regularly asked about the future of the industry. Five MaritzCX experts will present a webinar at 1:00 p.m. ET on Wednesday, January 28 on the five trends that will profoundly affect the CX landscape in 2015 and beyond:

  • Dave Fish, Ph.D., Senior Vice President, Client Solutions
  • Randy Brandt, Ph.D., Senior Vice President, Customer Experience Management
  • Michelle Roseman Turner, Director of Strategic Planning and Development
  • Dave Ensing, Ph.D., Vice President, Solutions Strategy
  • Michael Allenson, Senior Director, Strategic Consulting

The five forces distilled from personal experience, conversations with all sizes and types of clients, and industry experts are:

  1. It’s All About Me: Customer Narcissism. CX of the past has been focused on interacting and speaking to customers at the aggregate or, at best, segmented level. CX of the future will require both understanding and action at a very personal level.
  2. Desperately Seeking Human. Consumers feel that faceless “corporate” businesses have failed them. They want genuine interactions with companies – across channels – that are honest, transparent, and authentic.
  3. I Knew You Wanted That. Technology can become predictive in helpful ways to customers. The concept is about anticipating and fulfilling needs at the individual level using behavioral, emotional, and attitudinal data and delivering customer value.
  4. The Clear Blurred Line. Customer experience research is becoming a series of two-way contacts to both measure and support the customer throughout the lifecycle.
  5. TechnoUbiquity. Technology innovation is changing the way companies engage and respond to customer concerns. Real-time analytics and advanced tools harness big data to provide the learning and insight to help customer-oriented companies act more quickly and decisively to improve the bottom line.

Click here to register for the free, one-hour webinar.