MaritzCX Launches AI-Based Product Suite

In Australia, customer experience management software and solutions firm MaritzCX has launched a suite of products that use artificial intelligence (AI) to help clients derive more value from their data.

The firm - which was formed in 2014 when Maritz acquired customer and employee feedback software provider Allegiance and combined it with Maritz Research - offers a combination of customer experience consulting, marketing science and research, along with CX software and programme services. The new AI suite, integrated within its software platform, provides tools for iSAT (implied satisfaction) predictive modelling, to enable businesses to act on what customers need, without having to ask them. According to the firm, iSAT uses AI and machine learning to calculate a satisfaction score for non-respondents.

In addition, advance churn modeling has been included to help automated identification of 'at risk' customers; while text analytics AI features use topic modeling and intent analysis to transform thousands of unstructured, open-ended customer comments from video, mobile and other collection sources, into insights. The suite also includes a data mining algorithm called Spotlight, to analyse patterns in datasets and highlight areas that can help improve metrics; while a tool called SmartProbe automatically probes customers on various aspects of their response during a digital survey experience.

President and CEO Mike Sinoway (pictured) comments: 'The experience market is quickly evolving from measurement to action, and from predictive to prescriptive. We have woven AI and machine learning into our solutions so that experience practitioners, in-field users, and frontline employees can take meaningful actions for the customer'.

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.