New capability allows businesses to predict and recover detractors, target upsell opportunities, and delight customers with unexpected actions to boost CX program ROI.
MaritzCX, a global customer experience (CX) software and services company, today announced the availability of PredictionCX™, the first-of-its-kind solution to help businesses grow by analyzing known customer information and using it to predict customer behavior and take action to improve CX for individual customers. Businesses can use PredictionCX to take information provided by the few customers who respond to customer surveys and apply that knowledge to the silent, unreachable majority who hold the largest wallet share. For example, sales and customer teams can know specifically who is going to leave and then act to save them.
PredictionCX puts to work the mountains of underutilized big data most companies are sitting on to reveal what customers want and need, from the collective whole down to the individual transaction. Unlike competitive offerings, PredictionCX is the first technology solution that leverages customer data from virtually any source and applies it back to CX data set at the individual level. This process enables organizations to use their resources in a highly targeted fashion to increase customer retention and drive growth.
“Customers are telling businesses much more than they realize. If you’re not leveraging this customer data, you’re leaving opportunity and money on the table,” said Carine Clark, president and CEO of MaritzCX. “Organizations that combine survey results with organic sources of customer data will be able to predict what customers need — without having to ask.”
Using predictive modeling, PredictionCX extrapolates survey data across large customer populations, leveraging all the objective attributes stored in enterprise systems about each one. This data holds the key to breakthrough insights that can be used to prioritize the deployment of customer-facing resources and drive retention, recovery, growth, and program ROI in the short term. Proactively addressing customer needs is also a long-term differentiator that will generate ongoing loyalty during an era in which consumer choice reigns supreme.
MaritzCX is partnering with PurePredictive™, an advanced analytics technology provider with patented technology that uses artificial intelligence to automate the building of complex predictive models using machine learning, to deliver part of the PredictionCX solution. PredictionCX is integrated into MaritzCX dashboards and case management to provide a strong customer recovery system through a closed-loop process. MaritzCX also provides the expert services to build predictive models with a high degree of accuracy, which is critical to ensuring sound CX investments and concrete program ROI.
For more information, contact sales at www.maritzcx.com.
MaritzCX® software and services help organizations see, sense and act on the experiences and desires of every customer to increase retention, conversion and lifetime value. With an unmatched combination of customer experience (CX) software, research science, vertical market expertise and managed program services, MaritzCX ingrains CX intelligence and action systems into the DNA of business operations through its 12-point CXEvolution process. To take the complimentary CX assessment, visit www.maritzcx.com/assessment. For more information about MaritzCX, visit www.maritzcx.com