maritzcx and the cx marketplace · ama gold top 50 “12 out of 50” ... management and...

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

MaritzCX and the CX Marketplace

Making sense of the fast-growth customer experience (CX) marketplace can be challenging. This guide will help you better understand MaritzCX’s unique stance in the CX vendor landscape.

Conclusion: Only MaritzCX Wins the Enterprise CX Composite Ranking When it comes to enterprise-grade customer experience solutions, you need best-of-breed offerings in CX technology and research services. When top reports are combined, only MaritzCX can claim leadership between the top reports. Many vendors show up on only one report.

• Only MaritzCX is a leader in all top report rankings

• MaritzCX is the only vendor to be covered in all top reports

• Enterprise-level CX requires both technology and services

• MaritzCX wins!

Tech

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t Sco

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Market Research Report Scores

Gartner VoC Report “Leader”

Forrester Wave Report “Top Performer”

AMA Gold Top 50 “12 out of 50”

GARTNER MARKET GUIDE, VOICE OF THE CUSTOMER FIRMS

MaritzCX:

• Leader with 400 enterprise customers; the most customers utilizing cross-domain capabilities

• The only vendor to place on Gartner report and the Gold’s Top 50 Global Market Research report

AMA GOLD TOP 50 (FORMERLY HONOMICHL) GLOBAL MARKET RESEARCH REPORT

MaritzCX:

• Named 12 out of 50 in revenue in 2017

• Services growth rate of greater than 15 percent in 2017

• The only vendor to place on this report and on CX technology reports

FORRESTER CX WAVE REPORT

MaritzCX:

• Named a Top Performer

• Leader of Market Presence

• Leader of Technology, and of Client Success, Client Understanding (CX strategy and design), Support, Benchmarking, and Professional Services

Summary of Major CX Industry Reports

Enterprise CX Composite Ranking


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BOTH SIDES OF THE EQUATION: THE BIRTH OF MARITZCX MaritzCX was created to blend the best of CX technology with the best of CX services, expertise and research practices. In the early days of the CX industry, the predominant vendor offerings were market research firms. About a decade ago, DIY survey technologies began to spring up, and the pendulum swung over to technology. Today, the pendulum is firmly planted in the middle due to the need for research and technology to make better sense and use of an organizations data.

In anticipation of this marketplace trend, MaritzCX formed in 2015 to blend technology and services together through the combination of Maritz Research and Allegiance software. MaritzCX believes that through the combination of technology and expert services, along with a global presence, CX strategy and design and support services, clients are best served in their journey to realize the highest possible value from their CX efforts.

THE MARITZCX SWEET SPOT: MID-TO-VERY-LARGE- CX PROGRAMSWhat’s the makeup of the CX space today? On the lower end, it’s technology adoption. Companies want to spin up survey gathering capabilities and start collecting customer feedback. Several noteable options exist in this lower end of the industry, and deals typically have a small average deal size and high client turnover.

As programs grow, and data connections, hierarchy management and omni-channel capabilities become critical, more experienced and global companies are needed. This is where MaritzCX dominates. Our focus on mid-to-very- large CX programs is our sweet spot.

But unlike other vendors in this upper portion of the marketplace, we chart a path set by us, not by our need to IPO (go public). We are backed by Maritz, a company with $1.2 billion in annual revenue, 4,500 employees and a 127-year history. MaritzCX’s focus is on profitable and sustainable growth and the success of each client. We make staffing and R&D investments that fit within our profit and growth plans. This means we better serve our clients by our long-term, sustainable practices.

The customer experience (CX) industry is growing rapidly – by some account by more than 20 percent per year. This staggering growth rate has led to the rise of a host of companies serving the CX space, and analyst firms that cover the space.

Organizations, vendors and analysts must work diligently to keep up with this ever-changing, fast-growth marketplace. Organizations are demanding more and better connection to companies, which is driving the rapid adoption on new technologies and CX program practices.


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GARTNER VOC VENDOR GUIDEMaritzCX:

• Leader with 400 customers; the most customers utilizing cross-domain capabilities

Gartner’s, 2016 Market Guide for Voice of Customer Vendors says, “Most vendors have only recently evolved from selling a single-feedback function, like surveying, to selling and supporting a multi-domain feedback solution. Many have hundreds of customers linked to their original core feedback competency, but very few have customers that have progressed to incorporate multiple feedback dimensions. On average, only 7% of the vendors highlighted in this document have customers that currently deploy a multi-domain feedback solution. The remaining 93% are single source. There is some degree of variation across vendors, but organizations should always delve into their prospective vendor’s customer base to explore exactly what is being delivered.

“Having 1,000 customers doing surveying is all well and good; however, if only one is also ingesting social and operational data, then that raises concerns over their viability as a VoC “hub” vendor. Extra scrutiny should be placed on their data architecture, administration layer, user experience, associated analytics and professional services organization (both technical and business-oriented) during the selection process.” (source: Market Guide for Voice of the Customer Vendors, September 2016)

THE AMA GOLD TOP 50 (FORMERLY HONOMICHL) REPORT FOR GLOBAL MARKET RESEARCH FIRMSMaritzCX:

• Named 12 out of 50 in revenue in 2017

• Services growth rate of greater than 15 percent in 2017

• The only vendor to place on this report and technology-first reports from Gartner and Forrester

Often cast aside by technology-only analyst reports is the massive market research marketplace. The AMA (formerly Honomichl) Top 50 Gold Report has long been the industry standard for annually documenting patterns in the global business of marketing research, and the major players driving its growth.

1. MaritzCX is the only vendor from the Forrester WAVE report or other tech-based reports to place on the Gold Top 50 Market Research Report. This is a global report ranking the top market research firms and their growth. In 2017 MaritzCX ranked 12th out of 50 global firms.

2. Our expertise globally helped propel our rankings – we have offices in the largest countries around the globe, with expert staff who know CX programs, language and cultural barriers, and who have designed and executed the world’s largest programs.

CX Technology + CX Expert Services = Stronger CX ProgramsOnly MaritzCX offers both technology and expert services – We are unique in the CX landscape, and better equipped to drive high-value CX programs.

Forrester WAVE 2017 + Gartner VoC + Gold Top 50 Global Market Research Firms = MaritzCX

DON’T GET PIGEONHOLED Just as a CX program is much more than a single metric, the CX marketplace cannot be characterized by a single report or score. When considering an enterprise CX program vendor, CX program owners should look to vendors that have a broad range of capabilities, third party validation from services and technology analysts, and solid growth and customer retention metrics. Only MaritzCX is named as a leading company in CX technology reports (Forrester Wave, Gartner VoC) AND the market research global top ranking reports. This validates our stance as a unique partner in the CX landscape.

A Detailed View of Three Major CX Marketplace Reports


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FORRESTER WAVE REPORT, 2017MaritzCX:

• Named a Top Performer

• Leader of Market Presence

• Leader in Technology, Client Success, Client Understanding (CX strategy and design), Support, Benchmarking, and Professional Services

Forrester’s WAVE report looked at technology-first CX companies:

1. MaritzCX was named a Top Performer, with one of the largest Market Presence rankings. Our firm earned this top ranking through our global presence; over 17 offices all around the globe, and the history and clients that we serve. We are backed by a $1.2 billion per year company, Maritz, with a 100-year history. Our work in the automotive, financial services, B2B, technology and other key industry’s is unparalleled.

2. MaritzCX was named the leader of the Technology sector of this report. This indicates which of the ten firms ranked has the best CX platform technology regarding scale, performance, and reliability. Our clients include some of the largest companies in the world, running some of the largest programs in the world, which requires our global platform to perform at a high level all the time. In addition to performance, security, scale and global needs are also top priorities for MaritzCX.

3. We received a top score for Support, Professional Services, Benchmarking, and Client Success. This award indicates that our clients are happy with how they are being treated, that we are a valued partner that will work with them every step of the way, and that we offer value beyond the basics of setting up and launching CX programs; we are committed to helping our clients through every step of the CX journey.

A BROADER VIEW OF THE CX LIFECYCLEWhen evaluating the CX marketplace, practitioners should consider a vendor that has strong technology and services offerings, and strong global experience. It’s also important to select a vendor with a broader view of the CX lifecycle. Most vendors only focus on two or three of the five categories of the CX lifecycle. MaritzCX excels in all five areas.

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The MaritzCX AdvantageLIFECYCLE CAPABILITIES

Traditional Research

CX Niche Firms

MaritzCX

Expectations

Experience Design

Experience Delivery

Experience Evaluation

Recovery & Improvement

• CX Evolution Assessment• Business Case Development• Expectations Quantification• Consumer Segmentation

• Journey Mapping • Performance Metric & Targets Setting• Best Practice Identification• Employee Training

• Delivery Assessment (Virtual Customer)• Benchmarks & Syndicated Comparisons• Rewards & Incentives • Employee Engagement Tracking

• Maritz Behavior Science Lab• Integrated Online, Phone, Mail, Panel, Social• Text Analytics & Sentiment Analysis• Combine with Demographic & Purchase Info

• True Driver, Spotlight, PredictionCX• Case Management & Recovery • Action Planning• Project Management Office

Bold Italics Indicates Unique MaritzCX Capability

CX Tech Firms

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CX Niche Firms

MaritzCX

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CX Tech Firms

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MaritzCX

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Experience Design

Experience Delivery









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CX Niche Firms

MaritzCX

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MaritzCX

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Experience Design

Experience Delivery









CX Tech Firms

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MaritzCX

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Experience Design

Experience Delivery









CX Tech Firms

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CX Niche Firms

MaritzCX

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Experience Design

Experience Delivery









CX Tech Firms

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CX Niche Firms

MaritzCX

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Experience Design

Experience Delivery









CX Tech Firms

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CX Niche Firms

MaritzCX

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Experience Design

Experience Delivery









CX Tech Firms

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CX Niche Firms

MaritzCX

Expectations

Experience Design

Experience Delivery









CX Tech Firms

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CX Niche Firms

MaritzCX

Expectations

Experience Design

Experience Delivery









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CX Niche Firms

MaritzCX

Expectations

Experience Design

Experience Delivery









CX Tech Firms

EXPECTATIONS

EXPERIENCE DESIGN

EXPERIENCE DELIVERY

EXPERIENCE EVALUATION

RECOVERY & IMPROVEMENT

LIFECYCLE CAPABILITIES• CX Evolution Assessment • Business Case Development • Expectations Quantification • Consumer Segmentation

THE MARITZCX ADVANTAGEMaritzCX Traditional

ResearchCX Tech

FirmsCX Niche

Firms

• Journey Mapping • Performance Metric & Targets Setting • Best Practice Identification • Employee Training

• Delivery Assessment (Virtual Customer) • Benchmarks & Syndicated Comparisons • Rewards & Incentives • Employee Engagement Tracking

• Maritz Behavior Science Lab • Integrated Online, Phone, Mail, Panel, Social • Text Analytics & Sentiment Analysis • Combine with Demographic & Purchase Info

• True Driver, Spotlight, PredictionCX • Case Management & Recovery • Action Planning • Project Management Office


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9.5BCustomer data points collected last year

Scale Enterprise

35MSurvey completes last year

1MDaily invitations and reminders

72Supported languages

1,800MaritzCX employees world wide

127Countries served by MaritzCX

1.6MPlatform users and readers

400MaritzCX clients

200MSystem transactions processed per hr.

Surveys &Data Collection

Text Analytics

Dashboards & Reporting

Action & CaseManagement

Predictive Analytics

Social CX

Vertical Expertise

Mystery Shopping

Advanced Analytics

ConsultativeServices

ProgramManagement

CX Strategy & Design

9.5BCustomer data points collected last year

Scale Enterprise

35MSurvey completes last year

1MDaily invitations and reminders

72Supported languages

1,800MaritzCX employees world wide

127Countries served by MaritzCX

1.6MPlatform users and readers

400MaritzCX clients

200MSystem transactions processed per hr.

Surveys &Data Collection

Text Analytics

Dashboards & Reporting

Action & CaseManagement

Predictive Analytics

Social CX

Vertical Expertise

Mystery Shopping

Advanced Analytics

ConsultativeServices

ProgramManagement

CX Strategy & Design

Because of rapid growth, the CX marketplace is in fluctuation, and analysts and experts struggle to widen their view quickly enough to encompass the future direction and movement of the

marketplace. MaritzCX is the only vendor to be ranked in both technology and expert services reports. This combined with our rapid customer growth and retention validates our unique position

in the CX landscape as the only company ready to drive modern, high-value CX programs.

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.

65-000027-001 06/17 © 2017 MaritzCX Holdings LLC. All Rights Reserved. PurePredive is a trademark of PurePredictive. All third-party trademarks are the property of their respective owners.

RAPID GROWTH VALIDATES OUR APPROACHMaritzCX has experienced massive growth in the past few years. In fact, our software revenue grew by an industry-leading 100 percent in 2016, and we achieved a greater than 95 percent client retention rate. That’s because real-world companies running mid-to-very-large- CX programs selected MaritzCX after careful consideration, analysis, and review.

Ready to Grow and Scale with You

Ready with Leading CX Services and Technology Offerings

maritzcx and the cx marketplace · ama gold top 50 “12 out of 50” ... management and...

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