the platform for customer experience and employee engagement · big data big data is a critical...

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

The Platform for Customer Experience and Employee Engagement

THE RIGHT CHOICE

Today’s customer experience (CX) is complex. That’s why you need a Voice of the Customer (VoC) and Voice of the Employee (VoE) software partner who is ready to help you today, and lead you into the future.

The MaritzCX solution offers total program flexibility and intuitive integration capabilities with popular data systems like Salesforce, and Tableau. With MaritzCX you can adjust and scale your program with ease.

Our VoC and VoE solutions give you everything you need to drive high-value customer experience and employee engagement programs.

MaritzCX combines technology, data, expertise, and services to help you instantly understand and improve every customer experience. With solid data gathering processes and technology in place, it’s time to transform all of that static information into meaningful, actionable insights.

P R O D U C T

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PRODUCT The Platform for Customer Experience and Employee Engagement

OPEN, MULTI-SURVEY

The MaritzCX open software platform means it is more modern, easier to work with, and ready for future technologies more easily than other platforms—making your investment pay off better over time.

We offer an application programming interface (API) and a software development kit (SDK) for your developers or other outside teams and IT groups to access. All of this makes it easy for you to extend your reports, analytics, and program in an integrated way. A key value of our platform is its ability to manage multiple survey programs at the same time. Access and manage multiple VoC and VoE programs in one platform with one set of logins, and view results from multiple surveys on the same dashboard.

BIG DATA

Big data is a critical element of a modern VoC and VoE program. The MaritzCX Platform can process large amounts of data quickly, and can accommodate structured and unstructured data forms using our innovative Hadoop, Elastic Search and NoSQL-based infrastructure. Our hybrid approach provides the benefits of big data with the speed of OLAP. The faster we can process and return useful insights from your data, the wider your influence spreads, and the faster we can get CX and employee improvements into the hands of the right people.

FLEXIBLE SERVICE MODEL (SELF-SERVICE TO FULL-SERVICE)

Ask yourself this important question: Do you have three weeks to wait for a simple change, and do you have thousands of dollars to pay for that change? All aspects of the platform are flexible, meaning you can adjust survey design, data collection & sample management, reporting, insights and analytics, bulk user management, distribution and alerts. You and your teams can access, configure, change, or alter programs and elements of your program at any time. You always have full access to your data.

Get the best of both worlds. We offer partial service or comprehensive support. This flexibility gives you both value and efficiency, and you can expand your program without blowing up your budget.

SAAS

We offer software that is accessed through the Internet. Also called Software-as-a-Service (SaaS), you get continuously updated software through a convenient hosted model, and no IT involvement is needed for you and your teams to get up and running.

KEY DIFFERENTIATORS

THE MARITZCX SOLUTION OFFERS CRITICAL COMPONENTS THAT ARE KEY TO YOUR SUCCESS

M A R I T Z C X . C O M 3

BIG DATA PLATFORM

Our platform delivers a modern approach, with real, big data processing, at unparalleled speeds. • Big Data approach• Cloud-based• Open, multi-survey programs• Omni channel• Flexible service capability• Integrated data mining and text analytics• Comprehensive security policies- including physical security, data

management, access control, change management, and privacy

Dashboards

Spotlight Data Mining

Text Analytics

Invitation Reporting

Statistical Modeling

Closed Loop Feedback

Complex Analyst Filters

SUPER-FAST REPORTING

Operations, CRM, Financial, Invitation Data

Survey, Social, Feedback Data

Hadoop Data Processing

Elastic Search

PROGRAMS

Turnkey programs with surveys, analytics, reports, and alerts help you tackle retention and growth issues now, not down the road. Get best practices from our experts, and get up and running in weeks, not months.• Industry-leading surveys, tailored to your brand• Analytics and reports to identify action areas• Reports and dashboards to share insights with action owners• Real-time action alerts to recover at-risk customers• Immediate value• Best practices out of the box• Start small and scale up

MONTHS

WEEKS

TIM

E

Shorter Time to Value

TraditionalPrograms

MaritzCX Programs

Omni-Channel Data Collection

HOLISTIC VIEW OF THE CUSTOMER EXPERIENCE

A strong CX program incorporates feedback from all available customer touchpoints. Direct customer feedback is essential and, when possible, employee feedback can provide additional perspective on customer issues. Non-company direct sources of customer insights such as feedback captured in blogs, review sites and social networks can help provide another customer perspective. Also important in today’s digital world is the measurement of digital channel experience (Digital CX) – the ability to capture customer feedback on websites and apps. MaritzCX can help take your CX program to the next level through a solid understanding of your diverse sources of customer feedback across the many channels you do business:• Transactional studies• Relationship studies• Operations studies• Live agent studies• Employee engagement studies• Web intercept studies (across big browsers and smartphones)• Native app experience studies (through our mobile SDK)• Industry benchmarking studies (CXStandards™)• Social feedback

THE FEATURES OF THE MARITZCX PLATFORM INCLUDE:

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EXPERTISE IN DATA COLLECTION

You need to capture feedback from everyone and everywhere. MaritzCX, through its long history, is uniquely qualified to offer a broad range of data collection methodologies, allowing your customers, and employees to provide feedback in the ways that are convenient for them. We can recommend the right methodologies to reach the most representative audience for your unique research project. Ongoing investment in research-on-research studies allows us to provide proven recommendations on invitations and survey design in order to achieve high response rates and quality, and actionable responses across methodologies. Our suite of data collection tools includes: • Web (compatible on big browsers and mobile devices)• Computer Assisted Phone Interviews (CATI)• Integrated Voice Response (IVR)• SMS invitations and SMS surveys• Mail surveys

VoE: Employee Complaint Feedback Form

SURVEY BUILDER

The MaritzCX Platform provides an industry-leading web data collection tool. Clients can access the platform directly for DIY survey programming or the MaritzCX Client Services teams can program surveys on behalf of clients in the platform. Either way, survey data is immediately accessible in the platform for analysis. Our survey solution features the following:• Multiple forms of survey logic including branching and piping• Version control• Multi-language survey support• SmartProbe for higher-quality verbatim responses• Field status reports measuring invitation and survey

effectiveness / response rates• Quick Start email invitations for higher response rates• Responsive email and survey templates to accommodate

the mobile survey taker

VoC: Survey Builder

VoE: Engagement Drivers

MOBILE

It is no surprise that today’s consumers are increasingly turning to their mobile devices to view survey invitations and complete surveys. In fact, over 50% of all B2C CX surveys are now started on mobile devices so it is imperative that your surveys and invitations display well to this growing population. Our solution is platform agnostic so respondents across all types of devices are able to easily provide feedback. Some of our mobile features include:• Responsive survey templates to size the font appropriately to each device type• Mobile question formats to better display text-heavy questions (grids, for example)

on a small screen• Invitation formats to accommodate mobile respondents including SMS invitations

and QR codes• Responsive email invitations allowing for two separate email templates, one for large

screen devices and one for smartphones


GLOBAL SAMPLE MANAGEMENT

The MaritzCX Platform makes managing active surveys easy to do, without consultants or complicated work orders. Capabilities include:• Global fatigue management• Automated invite management• Multi-language email deployment• Email list management• Invitation reports (including drop o and bounce) • Global calendar• Response list data availability Global Sample Management

AUTOMATED DATA EXPORT/IMPORTGet the data you need both into and out of the platform with ease. The MaritzCX Platform provides both automated imports and exports that you can set and forget. You can import and export information such as: • Customer and employee survey responses• Operational, historical, financial, or even demographic data• Historical surveys• Survey invitation data

Data Import/Export

API

Flexibility leads to success. The MaritzCX Platform integrates easily with your existing systems, or with future systems you haven’t even thought of yet. A full set of APIs lets you programmatically perform many of the most common and labor-intensive processes on the MaritzCX Platform:

• Survey Management API - Send real-time email invitations and perform many of the most common survey management tasks

• Response Data API - Retrieve survey questions, answers, responses, and more

• Data Import API - Set up automated programmatic data imports into the MaritzCX Platform

• Case Management API - Automate your case workflow with programmatic access to the key components of the MaritzCX Case Management system

INDUSTRY LEADING SURVEYS AND BENCHMARKS

Accelerate your time to value with plug-and-play surveys and cross-industry ratings from other leaders in the CX industry – integrated directly into the CX platform.

• Experience and Trust survey templates from Temkin Group are available along with Temkin Ratings index scores, based on feedback collected from more than 10,000 consumers across 20 industries

• Forrester’s Customer Experience Index (CX Index™) surveys are available across 17 industries

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NPS®/ENPS

The MaritzCX Platform not only helps you measure customer and employee loyalty with NPS/eNPS, but also helps you actually DO something with that score. Knowing is only half the battle. Our NPS/eNPS analytics gets you to action.

• Centrally store, review, and analyze your NPS/eNPS survey data

• Get real-time reports based on NPS/eNPS data

• Share NPS/eNPS findings in real-time

• Discover the big data driven insights behind the NPS/eNPS score

VoC: NPS Dashboard

VoE: eNPS Dashboard

DRAG AND DROP DASHBOARD BUILDER

The right dashboard can represent your data beautifully and intuitively. With Dashboards you can visualize your data in seconds. No more fumbling with spreadsheets or waiting for your army of consultants to arrive. Collect it, drag it, drop it, and see it visualize instantly.• Easy drag and drop• Multiple surveys on one dashboard• Combine operational data with survey data• Easy export/share• Real-time analytics• Create beautiful comparison boards• Drill into responses to see actual feedback

Drag and Drop Dashboard Builder

NATIVE TEXT ANALYTICS

Often letting customers and employees talk and tell their stories delivers the richest insights. These free-form conversations contain a wealth of invaluable CX information, but they are also inherently messy and notoriously difficult to structure for insight. Integrated text analytics is based on sophisticated NLP (Natural Language Processing) technology, and delivers it in an easy-to-understand format that is fully integrated with your data.• Fully integrated with survey and reporting tools • Analyze and integrate text from many different data sources • Native multi-language support • Analyze with categorization, dynamic modeling, sentiment,

or emotions• SmartProbe™ helps to probe customers for richer feedback

leading to improve text analytic insights

VoE: 360˚ Survey / uncover additional feedback with SmartProbe™

VOC: Dashboards provide text analytic category, sentiment, and emotion insights

NPS is a registered trademark of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.


ENTERPRISE GOALS

Track your progress across the business. With our platform you can put the goals front and center, so at a glance, everyone knows where they stand.• Visually represent goals on all dashboards• Easy set-up, easy reporting• Compare attainment to goals across the organization

ROLE-BASED ADMINISTRATION

The needs of your frontline people are very different from your CEO’s, and analysts. The MaritzCX Platform is built to deliver what every person needs, when they need it, how they need it.• Role-based reporting• Access-level granularity• Self-service configuration• Hierarchy structure configuration Role-Based Administration

STANDARD PRE-BUILT REPORTS

You shouldn’t feel nickel and dimed for every separate portion of your program. We offer a package of standard, pre-built reports with every implementation to ensure your time to insights is as quick as possible.

SCHEDULED PUSH REPORTS

With push reports, nobody has to worry about collecting or sending—everyone gets the data they need, in easy, consumable formats, when they need it.• Daily digests• Summary reports• Escalation notifications• Operations reports• Role based, so recipients only get the data they need• Multiple file type support (Inline image, PowerPoint, Excel, Word)• Easy self-service configuration

Scheduled Push Reports

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CLOSED-LOOP CASE MANAGEMENT

When customers and employees take the time to provide feedback, they expect someone to “close the loop.” Case Management provides a comprehensive closed-loop system—available as part of the MaritzCX Platform and via a mobile app—that enables you to not only collect feedback, but do something about it.• Root cause analysis and reporting• Closed-loop system• Centralized case management• Custom triggers and rules• Manage service recovery performance

Case Management

SPOTLIGHT DATA MINING

All the data in the world can’t help you unless you can derive real, actionable insights from it. Powered by a sophisticated data-mining algorithm and patented software, Spotlight analyzes every pattern in your datasets and highlights areas that will help you improve your key metrics.• Analyze Big Data (really big data) in seconds—thousands of

hours of analysis with one click• Uncover high-value insights hidden in your data• Focus on real opportunities

VoC: Spotlight Data Mining

VoE: Employee Spotlight Data Mining VoE: Employee Top Trending Topics

ACTIONCX ActionCX extends the platform capabilities that collect customer feedback, trigger cases, and analyze emerging patterns in the data to identify areas for improvement. The MaritzCX Platform makes it possible to include the ability to define and implement customized action plans that drive organizational change to improve customer experiences.

• Solve systemic problems at their source

• Reduce the amount of individual customer rescue required

• Improve satisfaction and create more loyal customers


SFDC

Salesforce.com is the hottest CRM on the planet, and of course the MaritzCX Platform has an integration that will help you take full advantage of all the work you’ve already put into your SFDC implementation.• Email-to-case• Web-to-case• Survey response sync• Dashboards without leaving Salesforce

TABLEAU

MaritzCX offers a connector that enables CX data to be exported to Tableau, the business intelligence solution many organizations use to visualize data and aid enterprise decision-making. With CX data immediately reflected in Tableau, organizations can:

• Gain a holistic view of business, operational, and CX data from a single place

• Create bi-directional information sharing between CX and line of business teams

• Bring organizational data to life by infusing it with customer response data and CX metrics

• Raise the profile of CX data—and the customer perspective it represents—across the enterprise

MARKETO

MaritzCX helps you import CX data from the platform directly into Marketo to support your automated marketing efforts by utilizing behavioral and attitudinal data. This integration allows you to:

• Personalize your marketing communications

• Improve qualified lead generation

• Proactively reduce customer churn

INTEGRATE WITH SFDC, TABLEAU, AND MARKETO

SalesForce Integration

CONFIGURABLE ALERTS

Flag at-risk relationships based on whatever criteria you define. Super easy to set-up, no need to call a consultant or developer.

• Highly configurable triggers • No custom development • Self serve

SOCIALCX

SocialCX helps organizations transform the chaos of social media into a rich, fully integrated source of CX insights. This unique solution generates concrete CX outcomes by:• Monitoring social media sites for relevant CX information• Improving online reputation by turning traditional CX surveys into positive online reviews• Helping organizations engage effectively with customers on social media by identifying, mobilizing around, and resolving issues quickly

VoC: Social Media Feedback Management

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MARITZCX VoC/CX/VoE PROFESSIONAL CERTIFICATION

MaritzCX offers industry recognized certification programs that combine thorough instruction, hands-on practice, and practical application. Designed for those who want to learn the best practices to building and managing a world class VoC/CX/VoE program, this program covers the following topics:

VOC/CX Certification• Building your VoC/VoE/CX blueprint• Building the VoC framework• Best practices on building loyalty

and engagement • Defining your audience• Gaining insights from your data• Basic reporting and dashboard design• Turning insights into action • Taking action

Survey Design Certification• Best practices in survey design• Fundamentals of Market Research• Program design

Dashboard Design Certification• Best practices in Dashboard Design• Building the VoC framework• Defining your audience • Basic reporting and dashboard design

Why MaritzCX?• Big Data Approach. No data set too big, crunch

the numbers in seconds, identify trends and patterns instantly

• Best Practices. We are industry leaders, with industry knowledge. You don’t have to make the mistakes everyone else makes, because we’re there to guide you

• Program Setup. You could spend thousands of hours setting up a program, but why would you? We can stand up a best practices program for you in weeks, not months or years.

• Flexible Self Service Delivery Model. We are there for you, but you don’t have to wait for us. Call us when you need us, but don’t worry about change orders or nickels and dimes.

• End to End Solution, One Platform. You won’t need to buy third party add-ons or deal with multiple vendors.

• Multi Data Sourcing. Not just survey data, with the platform you can take advantage of all your data, survey, HR data, operational data, industry data, employee data easily integrated and visualized.

• Integrated Best of Breed Text Analytics. Our integrated text analytics technology makes quick work of open-ended feedback, delivering powerful insights.

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.

65-000003-004 9/17 © 2017 MaritzCX Holdings LLC. All Rights Reserved. All third-party trademarks are the property of their respective owners.

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

maritzcx.demaritzcx.co.ukmaritzcx.com/aumaritzcx.com

the platform for customer experience and employee engagement · big data big data is a critical...

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