Seventy-two percent of customer service (CX) professionals say their programs are not very successful1. To help increase success rates, drive CX change and improve business performance across the enterprise, MaritzCX®, a CX software and expert services firm, and Protiviti®, a global consulting firm, have aligned to provide companies with a coordinated solution of research, technology and consulting services for the CX space.
“We set out to uncover the cause of why so many businesses, regardless of industry or size, had CX programs that were under delivering,” said Mike Sinoway, president and CEO of MaritzCX. “We’ve found that there are three critical elements that drive high-value CX—research, technology and consulting. We also quickly found it is rare for all three of these elements to be found in most CX programs. So, together with Protiviti, we created an integrated CX solution for companies.”
The result is MaritzCX’s research capability and technology platform to uncover CX insights combined with Protiviti’s global consulting expertise to execute on these insights throughout every department of companies that are striving to improve their customer experience.
The solution addresses the spectrum of customer, process, structure, people, information and insights, and culture throughout the organization via the following architecture:
- Investigate through surveys, voice of the customer, learning management systems
- Measure through data analysis, CX benchmarks, and key performance indicators
- Respond through case management, journey mapping, and operational improvements and programs
- Standardize through process and performance management and CX metric alignment
- Solve through product education and strategic roadmap development
- Align through CX project portfolio management, training and education
- Enculturate through predictive analysis, process automation, CX policy and governance, and culture/change management systems
“We recognized early on that many businesses and organizations struggle when it comes to implementing their CX programs and key process and performance improvement initiatives,” said Randall Coxworth, a Protiviti managing director and global leader of the firm’s Business Performance Improvement practice. “Our alliance with MaritzCX delivers comprehensive business insights and provides tactical and implementable solutions tailored to clients’ environment and culture, which directly impact their CX success and business performance.”
For more information about customer experience offerings available from MaritzCX and Protiviti, please visit MaritzCX and Protiviti, respectively.
1CXEvolution study, MaritzCX, 2016
About MaritzCX
MaritzCX® is known for providing CX technology and expert services for Fortune 100 companies. 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.
About Protiviti
Protiviti (www.protiviti.com) is a global consulting firm that delivers deep expertise, objective insights, a tailored approach and unparalleled collaboration to help leaders confidently face the future. Protiviti and our independently owned Member Firms provide consulting solutions in finance, technology, operations, data, analytics, governance, risk and internal audit to our clients through our network of more than 70 offices in over 20 countries.
Protiviti has served more than 60 percent of Fortune 1000® and 35 percent of Fortune Global 500® companies. Protiviti also works with smaller, growing companies, including those looking to go public, as well as with government agencies. Protiviti is a wholly owned subsidiary of Robert Half (NYSE: RHI). Founded in 1948, Robert Half is a member of the S&P 500 index.
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