The MaritzCX Solution€¦ · • Keep everyone in your organization focused on actions and results--with the ability to add benchmarks and goals to specific customer dashboards

O V E R V I E W : T H E M A R I T Z C X S O L U T I O N

The MaritzCX SolutionOur customer experience (CX) solutions give you everything you need to unlock the value of CX. Deliver CX the right way to accelerate insights, and deliver business results.

M A R I T Z C X . C O M 2


MaritzCX Survey Builder brings flexibility and control to survey management. Our survey solution includes industry-leading features such as dynamic question types, branch and logic design, branding, multi-lingual capabilities, compatibility with any device (mobile/tablet/web), robust fatigue management and campaign management. Best of all, the MaritzCX platform centralizes all your survey results so you can see data from every survey and every channel in real time.

• Easy drag-and-drop functionality to make building surveys simple and seamless.

• Our self-serve and ad-hoc survey solutions are part of a turnkey system—they integrate with feedback you collect using other MaritzCX products. Choose from templates designed by experts or customize your own.

• Transaction, relationship and receipt-based surveys are great ways to obtain customer feedback.

• Our mobile survey solutions make it easy for customers to participate, thank them for their loyalty, and even respond to their feedback.

MaritzCX Text Analytics is based on sophisticated Natural Language Processing (NLP) technology. We customize the analyses to your industry, so you can pick up on the language, terminology, and idioms of your business and customers. MaritzCX™ Text Analytics then determines the key concepts and topics in every open-ended piece of feedback. Not only can you integrate the results with your quantitative data, you’ll find a deeper level of insight for taking action.• Automatically extract, analyze and report

on important customer feedback from free form, verbatim customer comments from virtually any source.

• Fully integrate with survey and reporting tools to give instant insight.

• Quickly find important words and concepts in open-ended comments, using Native Language Processing (NLP).

• Segment customer groups, and identify new and/or emerging trends.

• See and share Net Promoter Score (NPS™) findings in real-time with everyone at your company, in order to improve the customer experience.

Dashboards and Reports make it incredibly easy for every person and department in your organization to highlight and focus on the CX information and customer analytics they care about most.

• Build beautiful dashboards in just minutes, not with a change order.

• MaritzCX allows you to define and create stunning new views of your data—and then simply drag and drop to add new sources and channels to existing customer dashboards.

• Keep everyone in your organization focused on actions and results--with the ability to add benchmarks and goals to specific customer dashboards.

• Our solutions bring your data to life, without buying expensive visual tools, without hiring an army of analysts, and without waiting (and waiting) for data to be analyzed.

Surveys &Data Collection

Text Analytics

Dashboards & Reporting

Action & CaseManagement

Predictive Analytics

Social CX

Vertical Expertise

Mystery Shopping

Advanced Analytics

ConsultativeServices

ProgramManagement

CX Strategy & Design

Mystery Shopping

Advanced Analytics


ProgramManagement





Text Analytics

Predictive Analytics Social CX

Vertical Expertise


Text Analytics




Social CX

Vertical Expertise

Mystery Shopping

Advanced Analytics


ProgramManagement


Mystery Shopping

Advanced Analytics


ProgramManagement





Text Analytics


Vertical Expertise


Text Analytics




Social CX

Vertical Expertise

Mystery Shopping

Advanced Analytics


ProgramManagement


Mystery Shopping

Advanced Analytics


ProgramManagement





Text Analytics


Vertical Expertise


Text Analytics




Social CX

Vertical Expertise

Mystery Shopping

Advanced Analytics


ProgramManagement


Mystery Shopping

Advanced Analytics


ProgramManagement





Text Analytics


Vertical Expertise


Text Analytics




Social CX

Vertical Expertise

Mystery Shopping

Advanced Analytics


ProgramManagement


Mystery Shopping

Advanced Analytics


ProgramManagement





Text Analytics


Vertical Expertise


Text Analytics




Social CX

Vertical Expertise

Mystery Shopping

Advanced Analytics


ProgramManagement


Mystery Shopping

Advanced Analytics


ProgramManagement





Text Analytics


Vertical Expertise

SURVEY BUILDER

PREDICTIVE ANALYTICS

DASHBOARDS & REPORTINGTEXT ANALYTICS

SOCIAL CXACTION & CASE MANAGEMENT

MaritzCX Customer Case Management turns insights into actions—by providing a complete, closed-loop system for automating customer workflows, making sure you follow up with high-risk customers with customer issue tracking, and feeding case information back into your CX solution to drive meaningful change. • Streamline and automate the processes

you use to interact with and respond to customer feedback. Best practice company’s follow-up with customers for service recovery within 24-48 hours of receiving feedback.

• Real-time alerts enable you and your employees to act in response to individual customers’ positive or negative feedback. ActionCX™ enables you to move from “small closed loop” case management to a mature and expansive “big closed loop” model that systematically improves customer experiences and drives organizational change.

• Monitor survey responses for different alert trigger conditions. Once triggered, MaritzCX notifies the appropriate staff by email or immediately begins a case dialog with the customer.

PredictionCX™ enables you to act with confidence as customer experiences unfold. Take the information provided by survey respondents and apply that knowledge to your entire customer base using dormant stockpiles of organic customer data. What was once a limited view of respondents will evolve into a clear picture of which customers to engage and what you can do to win their loyalty—and their business.• Increase the value of your customer data• Apply insights to your entire customer

base—at the individual level.• Supercharge your closed loop program.• Boost customer retention.• Proactively recover at-risk customers.• Capitalize on opportunities to sell new

products and services.

Turn social media into a reliable and manageable source of CX insight. It doesn’t take a brainiac to recognize that social data is a force to be reckoned with. But most companies are missing the mark, despite aggressive efforts to channel critical insights from online sources. SocialCX™ can turn the flood of notoriously chaotic social media into a useful, well-behaved, and fully integrated source of CX insight. We can help you harness the power of social to drive CX outcomes.• Monitor the most relevant social media and

review sites for your business.• Turn traditional CX surveys into positive

online reviews, improving online reputation at the local level.

• Open the door to more complete data sets from a broader customer base, including those who don’t respond to surveys.

• Engage effectively and consistently with customers on social media.

• Leverage powerful text analytics and dashboards.




Text Analytics




Social CX

Vertical Expertise

Mystery Shopping

Advanced Analytics


ProgramManagement


Mystery Shopping

Advanced Analytics


ProgramManagement





Text Analytics


Vertical Expertise


Text Analytics




Social CX

Vertical Expertise

Mystery Shopping

Advanced Analytics


ProgramManagement


Mystery Shopping

Advanced Analytics


ProgramManagement





Text Analytics


Vertical Expertise


Text Analytics




Social CX

Vertical Expertise

Mystery Shopping

Advanced Analytics


ProgramManagement


Mystery Shopping

Advanced Analytics


ProgramManagement





Text Analytics


Vertical Expertise


Text Analytics




Social CX

Vertical Expertise

Mystery Shopping

Advanced Analytics


ProgramManagement


Mystery Shopping

Advanced Analytics


ProgramManagement





Text Analytics


Vertical Expertise


Text Analytics




Social CX

Vertical Expertise

Mystery Shopping

Advanced Analytics


ProgramManagement


Mystery Shopping

Advanced Analytics


ProgramManagement





Text Analytics


Vertical Expertise


Text Analytics




Social CX

Vertical Expertise

Mystery Shopping

Advanced Analytics


ProgramManagement


Mystery Shopping

Advanced Analytics


ProgramManagement





Text Analytics


Vertical Expertise

Learning from your mistakes is fine, but avoiding them altogether is even better. Our team of CX experts is ready to help you design a customer experience program that gets it right the first time. This includes:

• Providing you with a broad, flexible array of options for creating the perfect CX program design for your business—from consulting, program assessment, and blueprinting to linkage assessments, survey design, and action planning.

• Working with you to understand your unique business situation and craft a solution that works for your industry and your customers.

• Leveraging best practices and proven methodologies to deliver tangible business results.

Many organizations use vertical and industry-specific expertise to make better business decisions. At MaritzCX, we’re proud that we partner with some of the world’s most amazing institutions from many verticals. We help them use software and research, access benchmarking studies to stay ahead of the competition, and give them access to a CX assessment to understand their CX maturity. When you partner with MaritzCX you can always count on:

• A MaritzCX team with deep vertical expertise in different markets: Automotive, Financial and Insurance, Retail, Consumer Tech & Telecom, B2B, Energy & Utilities, Healthcare, and Travel and Hospitality.

• Access to benchmarking studies that collect data on a continuous basis and deliver quarterly benchmarks for 37 CX categories across 12 different industries.

• The ability to leverage 40,000 to 50,000 online panelists that have been surveyed each year since 2011 to gain deeper insights into brand and competitors.

MaritzCX has provided world-class mystery shopping solutions for more than 30 years. Our unique combination of experienced people, trusted processes and innovative technology means we can deliver:

• All the benefits and advantages of an organization that completes more than 500,000 mystery shopping engagements annually for the world’s leading brands.

• An extensive network of MaritzCX virtual customers who can be quickly deployed across your network to ensure your brand’s promise and standards are delivered on a consistent basis.

• Proprietary communication technologies that are customized on a project by project basis and enable shopper onboarding and interventions that meet your specific business needs.

Advanced CX analytics requires a specialized skillset. Number crunching is part of it. But so is understanding how those numbers apply to your business. The analytics experts at MaritzCX are trained to do both, so they’re uniquely qualified to turn raw data into insights that matter to your business. This includes:

• The ability to tap into a deep pool of experts who will work with you to define your objectives and design a CX program that delivers tangible results.

• A platform that brings all your data together, unifies it, and makes sure you can use it to respond to customers more quickly to improve your business outcomes.

Ever wish you could have a few more CX experts from your industry on speed dial? Our consulting team makes that a reality—whether you need help crafting your overall CX strategy or implementing a specific new CX program. This team is ready to help you:

• Find and recommend solutions that will jump start your CX program.

• Create customized research that translates directly into meaningful and actionable insights.

• Manage or refine your CX program goals, budgets, schedules, and more.

• Design, manage, and expand your ideas into a world-class customer experience program.

Sometimes, it makes sense to let a team of experts do the heavy lifting. Find out how our research and project management professionals can help you:

• Design, implement, and manage a complete CX program, so you can sit back and enjoy the results.

• Meet and surpass your toughest CX objectives with a complete, best practice program.

• Take advantage of the insights and experience that come from implementing and managing thousands of CX programs around the world.

• Gain all the advantages of an industry-leading, quality management process that includes well-defined responsibilities, process flows, procedures, and resources for meeting the highest standards.

ADVANCED ANALYTICS

CONSULTATIVE SERVICES

PROGRAM MANAGEMENT

CX STRATEGY & DESIGN

VERTICAL EXPERTISE

MYSTERY SHOPPING



MaritzCX has a powerful combination of deep research expertise, award-winning technology, and best practice industry specialized services, unlike any other

CX company. Our customer experience (CX) solutions give you everything you need to unlock the value of CX. Let us help you deliver CX the right way to

accelerate insights, and deliver business results.

If you’re interested in CX, implementing a CX program, or need research for a specific line of business. Let us help you.

MaritzCX believes organizations should be able to see, sense and act on the experiences and desires of every customer, at every touch point, as it happens. We help organizations increase customer retention, conversion and lifetime value by ingraining customer experience intelligence and action systems into the DNA of business operations. For more information, visit www.maritzcx.com.

60-000001-003 03/17 © 2017 MaritzCX Holdings LLC. All Rights Reserved. MaritzCX, CXEvolution, PredictionCX, ActionCX, and SocialCX are trademarks of MaritzCX Holdings LLC. All third-party trademarks are the property oftheir respective owners. © Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

To demo a product or to contact MaritzCX callNorth America +1 385.695.2800 I Asia Pacific +61 (0) 2 8397 8131 I UK & Ireland +44 (0)1494 590 600 I Germany +49 (0)40 369 833 0

maritzcx.demaritzcx.co.ukmaritzcx.commaritzcx.com

DATA COLLECTION

With one of the world’s largest data collection networks, we can offer you the expertise and resources to tackle any type or size of research project. When you partner with MaritzCX, you can always count on:

• A complete range of research tools and methodologies, including mobile, SMS, email, telephone, IVR, in-person, or regular mail.

• An industry-leading research toolkit that gives you the flexibility to choose the best research solution for your organization and your customers.

• Access to professional survey centers around the world that enable you to reach all of your customers.

• Innovative uses of the latest methods and technologies, so you can always reach the right customers at the right time.

Software Platform

Survey Builder

Dashboards & Reports


Spotlight Data Mining


CaseManagement

CaseManagement

TextAnalytics

TextAnalytics

Fast Track

Integrations

Data Collection

Mystery Shopping

Advanced Analytics


Comprehensive Program

Management


Survey Builder

SPOTLIGHT DATA MINING

Spotlight is a patented data mining algorithm that delivers the insight you need to drive strategic change through a game changing, highly usable interface. Traditional market research tools like crosstabs and correlation charts will always be useful, but they don’t take full advantage of today’s computing analysis power.

• Spotlight delivers 1,000 hours of analysis with one click by analyzing enormous numbers of patterns in seconds. Depending on the number of records and variables in your data, we’re not talking about just millions or billions of patterns--but possibly undecillions (1036) or more. More than the number of atoms in the human body or stars in the universe.

• Spotlight mines more than just survey responses. It uncovers insights from operational and transactional data too. When all these sources combine, Spotlight reveals the business story behind what customers say and guides real business outcomes.

Software Platform

Survey Builder





CaseManagement

CaseManagement

TextAnalytics

TextAnalytics

Fast Track

Integrations

Data Collection

Mystery Shopping

Advanced Analytics



Management


Survey Builder

Software Platform

Survey Builder





CaseManagement

CaseManagement

TextAnalytics

TextAnalytics

Fast Track

Integrations

Data Collection

Mystery Shopping

Advanced Analytics



Management


Survey Builder

INTEGRATIONS

A robust integration system allows CX insights to extend from the MaritzCX platform to other enterprise systems, where they can be acted upon in real time by frontline employees. Open integrations also feed data from other enterprise systems back into the platform, where it can be analyzed and acted upon—together with other sources of CX intelligence—to influence strategic business decisions.

• Open APIs provide systematic access to survey management and case management functionality, as well as response data to fulfill customer integration needs.

• Developer Portal provides easy access to APIs, as well as convenient file transfer tools, to make it easy to extend vital CX capabilities to other applications and services.

• Mobile SDK enables customers to deploy surveys natively inside mobile apps.

• Opportunity to extend CX insights from the MaritzCX platform to other enterprise systems, where it can be acted upon in real time by frontline employees.

Documents

The MaritzCX Solution€¦ · • Keep everyone in your organization focused on actions and results--with the ability to add benchmarks and goals to specific customer dashboards