MaritzCX Inducts 15 CX Elite Award Honorees at 2017 CXFusion Conference

MaritzCX Inducts 15 CX Elite Award Honorees at 2017 CXFusion Conference

Recognizes excellence in customer experience program strategy, execution, and outcomes

Las Vegas – April 12, 2017 – This year’s CXFusion conference concluded by heralding the first inductees of the CX Elite Award. The honorees came from all sectors including automotive, financial services, third-party logistics, energy, and healthcare.

The CX Elite Award recognizes excellence in customer experience strategy, execution, and results in categories including: Positive ROI of a CX Program, Most Improved CX Program, Global Impact of a CX Program and Other Enhancements within a CX Program. Fifteen organizations were honored with an award this year.

“The CX Elite Award lets us celebrate the ingenuity and creativity companies and organizations are employing to further improve the customer experience, loyalty, and retention,” said Mike Sinoway, CEO at MaritzCX. “Each of this year’s winning programs is evidence of the research, focus and drive the companies and organizations are delivering every day to raise the CX bar. We feel privileged to support these elite 15 in their outstanding accomplishments.”

This year’s CX Elite recipients included:

Positive Return on Investment (ROI) of a CX Program

  • Abbott Diagnostics for identifying a critical insight from its CX surveys and its response of

launching an alert trigger that resulted in its retaining millions in revenue.

Award winner: Dilyana Pavlova

  • Ohio Mutual Insurance Group for increasing its survey response rate and reducing time to

respond to agents and policyholders to just a few days.

Award winner: Chris Neeson

  • TriZetto for decreasing response time to customer issues that resulted in markedly increasing

ts customer promoters.

Award winner: Jen Erickson


Most Improved CX Program

  • Anheuser-Busch for evolving its CX program to a continuous fielding model that improved

both their sample and data collection while launching initiatives such as action planning and a new user engagement package.

Award winner: Kristin Brickey

  • Associated Bank for expanding its voice of the customer program throughout branches, lending, digital and customer care to now provide all business lines with information and insights to support decision-making and tactical improvements to improve customer satisfaction. The program expansion was completed in just nine months.

Award winners: Irene Hogan, Kaye Carter, Melissa Leske, Melissa Card & team

  • Blue Shield of California for increasing response rates on their CX IVR program by more than

50% by redesigning their survey.

Award winner: Kiyoshi Arao, Ian Gruber

  • C.H. Robinson for expanding its CX program globally and for enhancements to the types of

surveys served to continue to improve satisfaction for customers and drivers across the supply chain.

Award winner: Matt Ostrowski

  • Cummins Inc. for reducing the time to access report data from two months to immediate access by capturing data in MaritzCX’s Bonfire survey product.

Award winners: Jessica Milby, Jennifer Harris

  • Eastern Bank for securing greater than 40,000 transactional surveys, deploying studies

across nearly all lines of business within the Bank while integrating a highly successful closed-loop program for immediate action to be taken.

Award winner: Rich Dorfman

  • Reliant for achieving the highest annual customer renewal rate in the company’s history

resulting from improvements made to the customer experience across every point of its organization.

Award winners: Scott Burns, Suzie Dieth


Global Impact of a CX Program

  • Aegon UK for improvement based on one of the service recovery techniques within its CX


Award winners: Iain O’Connor, Thomas Nelson

  • Enterprise Holdings for continuous achievement resulting from its Enterprise Service Quality

Index (ESQi) that has influenced employee career growth and customer satisfaction.

Award winner: Dan Gass


Other Enhancements within a CX Program

  • Bangor Savings Bank for its approach to sharing customer feedback responses across the

entire organization, rather than tying responses only to individual employees, for all to heed and act upon.

Award winners: Joyce Clark Sarnacki, Sandra Klausmeyer

  • Northwestern Mutual for moving towards data-driven decision making by implementing program-wide efficiencies; consolidating 10+ siloed surveys to a single survey, consolidating data from 15+ channels and creating an integrated Text Analytics model.

Award winners: Sandra Wohkittel, Michelle Peirce & Team, Thomas Wright, Phil Birkland, Jeffery Menz

  • SunTrust for its strides in achieving voice of the customer (VOC) survey consistency and

consolidating once-siloed databases to allow for more advanced analytics.

Award winner: Scott Allen


The annual CXFusion conference is attended by hundreds of CX professionals and businesses leader from around the globe. The venue is designed to share research findings, CX best practices, and technology.

About MaritzCX

MaritzCX® software and services help organizations 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 For more information about MaritzCX, visit

Media Contact:

Stephanie Miller, Penna Powers for MaritzCX, 801-209-8634,



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