MaritzCX feels increasing interest in CX solutions
London, 16th January 2019 - Customer Experience Management continues to gain in importance. "More and more companies are recognizing the value of customer-centric action, implementing an appropriate culture and investing in better measurement, implementation and technology," says Stephan Thun, CEO International of MaritzCX.
By 2018, increased awareness was reflected in a significantly higher number of users using the MaritzCX platform to manage their customer satisfaction management. Within one year, it increased by almost 10 percent to 1.8 million users. The increase in SaaS license revenue was even stronger. MaritzCX's business with CX lending software grew by 79 percent. New corporate customers of the leading provider of customer experience software and services include global brands from the automotive, insurance and financial services industries.
In 2018, MaritzCX introduced RocketCX™, a patent-pending technology that combines flexibility with super-fast reporting calculation and display, rendering complex CX charts in milliseconds, and FieldCX™, the reporting and action toolset that has been optimized to the needs of front-line, customer facing employees in a large organization.
Other notable products launched in 2018 include; Employee solutions that help link employee and customer experience and drive more effective actions; Text Analytics Emotions solutions to measure the breadth of emotions in open ended feedback; Extensible SaaS technology that is being used to power a host of new solutions including chatbots, Alexa™ feedback integrations, and display technology, called Advocacy Boards, used to create greater cultural alignment by displaying real-time, curated, customer and employee feedback, scores and goals in trafficked areas of businesses. Extensible SaaS empowers unique customer feature requests to be more speedily developed and used.
CXEvolution the world's largest study
"The growing interest of companies in customer experience is also reflected in the growing number of participants in our CXEvolution study," reports Stephan Thun. "CXEvolution tells companies how well they understand their customers. Above all, they learn what they need to do to improve their customer experience - step by step."
In 2018, the company reached a milestone 10,000 large and very large enterprise respondents participating in CXEvolution, the world’s largest study and assessment, measurement, and prescriptive-action framework. Built on organizational capabilities like CX strategy, people, processes, technology, customer alignment, existing customer growth, and other financial indicators, CXEvolution identifies and quantifies individual roadblocks to success, benchmarks a CX program against others in any industry, and provides prescriptive-action scenarios correlated to predictive financial returns.
Ranking: Best CX Market Research and Technology Company
"After all, the latest rankings demonstrate our successful approach to combining CX software with extensive market research expertise, vertical market knowledge and managed program services," says Stephan Thun.
For the third consecutive year in a row, MaritzCX received the highest rank for a Customer Experience (CX) technology and research firm (ranked 14th) from the American Marketing Association (AMA) in its annual Top 50 Report of U.S. Market Research and Analytics Companies.
Additionally, MaritzCX continues to lead as the CX technology and research firm for large enterprise CX programs. In The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018 report, MaritzCX was named a Strong Performer and earned a 5.00 out of 5.00 in the enterprise customer base criteria. Additional report evaluations included analysis capabilities, professional service offerings, product usability and accessibility and customer strategy. Globally, MaritzCX was named as a Leader in The Forrester Wave: Customer Feedback Management Platforms Asia Pacific, Q4, 2018 Report. This is the highest ranked category in the report.
The global Gartner Market Guide for Voice-of-the Customer Solutions shows highest possible ratings for MaritzCX’s reports and analytics capabilities and its professional services. Companies and their technology offerings were evaluated on performance supporting customer listening, analysis of structured and unstructured data from multi-channel customer feedback as well as data mining, predictive and prescriptive analytics. The top end rating for professional services was earned by MaritzCX’s wide range of effective CX consulting services.
MaritzCX is customer experience (CX) management for big business. High-value CX programs are critical for every organization. We combine CX software, data and research science, deep vertical market expertise, and managed program services to help accelerate client success. CX programs that are most impactful drive the right kind of actions throughout the company and support a strong business case. MaritzCX seeks to partner with companies that insist on effective and high-ROI CX. Our customers include global brands from the Automotive, Financial Services, Travel & Hospitality, Consumer Technology, Telecom, Retail, B2B, Energy and Utilities industries.