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Get Inspired at the Experience Management Event of the Year

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EXPERIENCE FORUM 2019 NYC Whether your focus is customer, employee, or patient experience, join us for this action-packed event.

Employee Engagement: Understanding the Impact of Generational Differences within the Workforce

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No Longer Your Dad’s Work Environment Today’s workforce is more diverse than ever. Multiple generations often work together side-by-side.

Follow the CX Tea Leaves

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Capitalizing on Small Wins for Agility and Growth Unifying the customer experience across every channel doesn’t necessarily have to start with a fully baked, end-to-end CX plan.

Thinking Inside the Box: The 4 Fundamental Use Cases in CX

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The Beginning of Customer Relationship Management It was the 80’s. Hair was big, rock was loud, and something funky and new was being born. It was called Customer Relationship Management (CRM) and it was freakin rad.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

MaritzCX Unveils the Healthcare Industry’s First CX-Based Patient Experience Platform

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MaritzCX is the first and only CX platform company that’s been CMS-certified to offer Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS®) surveys.

Techniques to Improve the Survey Experience on Mobile Devices

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The information in this article was originally shared in the MaritzCX webinar, Mobilize Me! Click here to listen to the webinar now.

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The Patient Experience: Gaining the Competitive Edge in Healthcare

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Are We Expecting Patients to be Patient? The definition of the adjective “patient” is: to accept or tolerate delays, problems, or suffering without becoming annoyed or anxious.

One Giant Leap is Necessary to Improve Your CX

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3 Best Practices to Improve Experiences in a Patient-as-Consumer World

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In just a few short years, technology and business innovations have fundamentally changed how people interact with—and what they expect from—the services and organizations they depend on.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Vehicle Manufacturers’ Secret Sauce: The MaritzCX New Vehicle Customer Study 50-Year Anniversary

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Look Who Turned 50! 2019 marks the 50-year anniversary of the MaritzCX New Vehicle Customer Study (NVCS)—the automotive industry’s largest and longest running buyer behavior consumer survey. The NVCS provides monthly consumer feedback about vehicle shopping, buying patterns, and feature preferences.

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Is One of Your Top 10 Memorable Moments Your Worst Customer Experience?

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Key Life Moments and the Experience Connection I think that your worst service experience ever is probably just as memorable as other key moments in your life, like the day you got married or the day you graduated from college. Just think about that.

Get to Know Bruce Arnett: The CTO at MaritzCX

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The interview shared below was written and conducted by the CybageTimes. You can view the original article here. “Skill, ethics, and a purpose-driven outlook is what makes a great team deliver compelling customer experience and drives exceptional business performance.”

Improving Experiences in a Patient-as-Consumer World: Part 1 of 4

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Creating Elite Experiences for Today’s Modern Patients In just a few short years, technology and business innovations have fundamentally changed how people interact with—and what they expect from—the services and organizations they depend on.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

ahm Improves NPS Scores with Interactive Voice Response (IVR)

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ahm is a no-nonsense health insurance company that has been doing business for over 40 years and has over 700,000 ahm members.

5-Agile Best Practices from the MaritzCX Engineering Team

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MaritzCX “Agile” Workspace Promotes Employee & Business Success The overall goal of the agile method is to adapt to change and deliver working software as quickly as possible.

The VMware Culture Journey to Inspire Customer Centricity

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VMWare Inspires a Customer-Centric Culture Customer centricity is a hot topic in business these days, as more and more companies challenge themselves to foster a “customer-centric culture.”

Asking Scary Questions to Improve Your CX Program

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Today’s consumers are not afraid to switch things up, if a company’s service fails to live up to their expectations. With so many choices across the marketplace, customers will go wherever they feel their needs are best met.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

The Employee Experience is Crucial to a Successful Patient Experience

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Employee Experience and Patient Experience Go Hand-in-hand Let’s be clear: I love my job. Truly. In fact, I’m one of those people who truly enjoys going to work. Sickening? Perhaps. But hang on…here comes the punch line: it’s been A WEEK.

Innovative Lessons from the Miracle Mets of 1969

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How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago Innovation Requires a Continuous Team Effort To innovate successfully, you can’t just rally the troops or hastily assemble a task force when upper management suddenly identifies a need.

Deepen Customer Relationships with Meaningful, Emotional Connections

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Many programs measure functional delivery, but a true “relationship” must deliver customer and employee experiences that are both functionally, and emotionally fulfilling.

How Employee Engagement Reinvigorates the Customer Experience

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Employee Engagement Creates Value in the Workplace According to the Business Roundtable, “investing in employees” was the second highest priority among 181 CEO’s of the world’s top organizations. “It’s

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

The Power of Empowerment!

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A growing concept in popularity these days, is that many organizations make the claim of being customer-centric.

The Power of Empowerment!

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A growing concept in popularity these days, is that many organizations make the claim of being customer-centric.

Get to Know Bruce Arnett: The CTO at MartizCX

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The interview shared below was written and conducted by the CybageTimes. You can view the original article here. Being a People Leader Bruce has over 20 years of experience in the software engineering domain and has all the qualities it takes to be a successful leader in software development.

CX Professionals Talk About 3 Strategies to Drive Action

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At a recent MaritzCX event, we held an interactive power hour facilitated peer-to-peer discussion about creating a strategic action plan to generate the expectations and actionability of insights.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Hip hip, Hooray! It’s CX Day

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Celebrating CX Day 2019 Today is CX day, in which we globally celebrate companies and professionals that create great experiences for their customers and employees.

Advice on Adding a Reward Component to Your CX Program

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Recently more and more of our clients are considering adding a significant reward component to their customer experience (CX) programs. This may take place by directly rewarding CX outcomes, or by adding them to an existing reward-based incentive program.

Three Ways to Create Greater ROI in Your CX Program

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During an event in Las Vegas I was lucky enough to share three key ways to create greater ROI from a CX program by leveraging our clients’ experiences around driving business success.

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3 Reasons Why Behavioural Science is Critical for CX Transformation

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Spare a thought for the millions of emails that are never opened. For the millions of letters that are never read. For the millions of website clicks that never reach conversion. For the millions of full baskets that are never checked out. For the millions of forms that are never filled out.

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Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Keep Your CX Roadmap Relevant, or Risk Going off Track

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This article was originally published by the CXFocus Magazine. Creating Relevant Customer Experience Plan With firms failing to perform the core CX management activities and index scores for 2019 not looking promising, at first glance this may look like doom and gloom for the CX sector.

How to Implement Experiential Marketing and Brand Loyalty Into Your CX Strategy

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Today’s connected world and ever-present technology have changed the way we think about engaging with companies. Whether you’re a major corporation, or a bustling startup, people expect their interactions to be something that wows them.

Retail Auto: Carmaker Mega-Bonus Incentive Programs Prompt Dealership Behavioral Changes

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There’s a “cultural,” or if you will, “behavioral” change going on at car dealerships being driven by a source that might surprise many.

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How Spark Aligned its Approach to Frontline Training, Recognition, and Rewards with Excellence in Customer Outcomes

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Creating a Measurable Training Initiative To drive a customer centric culture, Spark overhauled its approach to frontline training, recognition and rewards to align with excellence in customer outcomes.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.