MaritzCX Launches Customer Behavior Prediction Tool

Customer experience software and services provider MaritzCX has launched a tool called PredictionCX, to help businesses anticipate individual customers' behavior and preferences.

Formed in 2014, when Maritz acquired customer and employee feedback software provider Allegiance, and combined it with Maritz Research, MaritzCX offers a combination of CX consulting, marketing science and research consulting, along with CX software and programme services.

Using predictive modeling, the new PredictionCX tool can access the transactional or relational survey data a firm collects, and apply it alongside customer attributes - such as ethnographics or demographics - to draw conclusions about various segments. According to Justin Thompson (pictured), MaritzCX VP of Strategy, clients can use the tool to tap into feedback provided by the minority of customers who respond to net promoter score surveys, and use that feedback for insights regarding the 'silent majority', with the goal being to help organizations hold on to their existing clients by inspiring their loyalty, and recover those who are at high risk of churning.

Says Thompson: 'What's really cool about the solution is that, in addition to giving users the predictions, and the probability of each prediction, it also shows the CX recipe that afforded that prediction. With such information at hand, you can be very specific to the customer both in phone call and in digital outreach around why they may be about to behave a certain way'.

Web site: www.maritzcx.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

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