MaritzCX CXFuel Framework Opens Customer Data to Enterprise Systems

The platform facilitates the efficient flow of data reflecting customers’ perceptions, problems and needs between the MaritzCX platform and other enterprise systems.

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MaritzCX, a global provider of customer experience (CX) software and program management, has introduced a new CXFuel framework to access CX data. The vendor describes the framework as providing a flexible architecture and a developer portal that enable users to access their CX data through APIs, as well as an Integrations Hub with pre-built connectors for popular enterprise systems.

CXFuel is designed to address the problem of accessing data relevant to customer experience. The platform facilitates the efficient flow of data reflecting customers’ perceptions, problems and needs between the MaritzCX platform and other enterprise systems, according to the vendor.

Justin Thompson, VP, strategy, MaritzCX.

Justin Thompson, VP, strategy, MaritzCX.

“CX data is most powerful when it flows freely to and from all systems that drive decision making and front line results,” comments Justin Thompson, VP, strategy, MaritzCX. “By allowing business-critical systems to serve as a ‘home base’ for all team members, actionable insights will be generated more quickly, and CX professionals can demonstrate their value more effectively.”

The new framework also provides access to MaritzCX’s open APIs that allow users to automate survey and case management processes and extract all survey responses from the platform to feed them into other applications. Additionally, MaritzCX reports that its customers have access to several pre-built connectors, including the following as described by the vendor:

Adobe Analytics Connector: Combines the power of Adobe’s analytics with MaritzCX’s integrated Bonfire survey solution. This advanced survey solution helps users understand the emotions, motivations, and attitudes that drive how and what customers do when they visit a website.

Marketo Connector:Integrates survey and predictive analytics data directly into Marketo, giving organizations unprecedented opportunities to tailor their marketing communications and offers accordingly. With this information, they can personalize communications, improve lead generation, and proactively reduce customer churn.

Oracle Sales Cloud Connector: Gives sales teams access to survey feedback from their accounts collected through the MaritzCX platform, allowing them to close the loop in real-time. This also allows users to guide conversations based on whether a customer is in need of remediation or ripe for a new product or solution.

Salesforce Connector: Automatically updates Salesforce with the latest customer feedback data, allowing users to identify issues quickly, assess next steps, and use workflows to create, assign, and manage at-risk cases. The connector installs quickly and updates automatically, which translates into low administrative and maintenance costs.

Tableau Connector: Enables CX data to be exported to Tableau, giving organizations a holistic view of business, operational, and CX data from a single place. By overlaying CX data with traditional measures of business success, leaders can generate more informed insights and CX teams can raise the profile of the customer as a driver of enterprise decision-making.

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Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For over a decade he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at AnthODonnell@IIReporter.com or (503) 936-2803.

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