LEHI, Utah and MENLO PARK, Calif., June 27, 2017 /PRNewswire/ -- 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.
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.
1CXEvolution study, MaritzCX, 2016
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SOURCE Protiviti