World’s Largest Customer Experience Company MaritzCX Launches in Sydney
Qantas and JAX Tyres sign on as two of MaritzCX’s first ANZ customers.
MaritzCX, the world’s leading customer experience (CX) technology company, has today announced that it has opened an office in Sydney to fuel businesses success in Australia and New Zealand (ANZ). The dedicated ANZ office will provide Australian companies with MaritzCX’s market leading combination of research and customer experience software.
The Sydney office will enable MaritzCX to enhance support of its customers in the region and to grow its customer base by improving customer retention, conversion, and value.
Foundation customers in ANZ include Qantas, PTV, and JAX Tyres, in relationships that have been developed through an ongoing partnership with Australian digital marketing company Salmat Ltd (SLM.AX).
According to David Blakers, ANZ managing director at MaritzCX, 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 realizing they need a strategic partner to make a systemic CX investment successful. The secret to success lies in the ability to collect, analyze then act upon customer feedback in real time.”
MaritzCX’s offering comprises four key elements: CX platform, data and research science, vertical market expertise, and managed program services. This enables MaritzCX to assist its clients with CX strategy design and ongoing CX program execution in order to improve their customers’ experience.
Vanessa Kerrigan, Manager Customer Advocacy at Qantas, says 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. 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.”
Carine Clark, president and chief executive officer of MaritzCX, says 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. The MaritzCX SaaS-based software and services approach is becoming as vital to global business performance as a financial, CRM, or ERP system.”
“MaritzCX sets the standards in global CX and is the long-term partner needed to help businesses succeed. There is massive demand to master this business strategy and pouring money into disparate tactics is not the answer,” Clark says.
The SaaS-based MaritzCX Platform is powered by big data technologies that deliver immediate insights for CX programs of all sizes. The platform enables organizations to increase customer retention, conversion, and lifetime value by quickly collecting customer information from any touchpoint, analyzing 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 organization.
Global MaritzCX Platform usage has grown 50 percent in the past 10 months, supporting more than 1.5 million users while delivering surveys in 72 languages and reporting in 13 languages. MaritzCX has invested in localized data service delivery through its partnership with Amazon Web Services, ensuring optimized speed and performance for ANZ clients.
MaritzCX Key Facts:
• MaritzCX has 900+ full-time employees in 19 offices and five global regions.
• MaritzCX serves 500+ clients and one million users in 100 countries speaking 72 languages.
• MaritzCX clients range from mid-sized to the world’s largest companies.
• The MaritzCX platform provides flexible, self-service capabilities that allow clients to create or change reports on their own and integrates with Salesforce.com, Adobe, and other popular data systems.
• The MaritzCX SaaS-based CX software platform delivers a big-data architecture based on Hadoop and Elastic Search, allowing analysis and management of multiple survey programs and customer data sets in a single platform.
• The MaritzCX platform includes patented Spotlight® data mining; the first data mining product specifically created for the CX industry, and offers integrated survey software, dashboards and reports, case management, and text analytics.
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 and delivers the world’s broadest CX software and services business.