There’s so much choice available that customers can pick and choose who they buy from and where, when, and how it happens. They want to discover, research, evaluate, and purchase on their preferred channel. Give them that option, and they’re more likely to choose you. That’s the whole point behind the multi-channel approach.
C ustomer experience software vendor, MaritzCX, has opened its Sydney office, already enlisting Qantas, JAX Tyres and Public Transport Victoria as some of its domestic clients.
MaritzCX claims its platform addresses a market between CRM and user experience solutions and complements both technologies. It comprises four key elements - CX platform, data and research science, vertical market expertise, and managed program services.
An in-house team of PhD researchers conducts surveys, market snapshots and in-depth analysis of trends and customer sentiment, providing data and insights to then tailor the customer experience software to each client’s business need.
MaritzCX A/NZ managing director, David Blakers, said there is a huge opportunity for companies in the region to dramatically improve customer experience and create a sustainable competitive advantage.
“Australian companies understand the importance of ensuring the quality of customer experience, but while they understand the need and may have invested in a CX plan, they are now realising they need a strategic partner to make a systemic CX investment successful," he explained. “The secret to success lies in the ability to collect, analyse then act upon customer feedback in real time.”
Qantas customer advocacy manager, Vanessa Kerrigan, said the airline is committed to maintaining the best customer experience possible and is one of MaritzCX’s first customers.
“Qantas differentiates itself by delivering exceptional customer experiences,” she said. “Through the MaritzCX platform we’re able to listen and learn from our customers, enabling us to tailor products and services that drive continued loyalty,”
MaritzCX president and chief executive officer, Carine Clark, said the company is excited to bring its global expertise to Australian businesses.
“The value of customer retention worldwide is measured in billions of dollars, so the ability to see, sense, and act upon the experience of every customer is critical,” she said. “The MaritzCX SaaS-based software and services approach is becoming as vital to global business performance as a financial, CRM, or ERP system.”
Utah-based MaritzCX was launched as a standalone company in late 2014 following Maritz Research’s acquisition of voice-of-customer software vendor, Allegiance, and brings together the software and research smarts of the two businesses. Both companies were well-established US businesses with more than 35 years’ experience each.
Since launching its CX platform in November, the company claims to have generated revenues of almost US$200 million in its first year serving 500 clients and 1 million users across 100 countries.
The SaaS-based MaritzCX Platform is powered by big data technologies that deliver immediate insights for CX programs of all sizes. The platform enables organisations to increase customer retention, conversion and lifetime value by quickly collecting customer information from any touchpoint, analysing the complex data in near-real time and turning it into a cohesive view of the customer experience before making it available to everyone in the organisation.