MaritzCX Launches Framework for Assessing Financial Results of Customer Experience Initiatives

The CXEvolution framework begins with an in-depth assessment that explores an organization’s mastery in 14 CX competencies across six dimensions, followed by a prescriptive action plan.

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MaritzCX (Salt Lake City) has released CXEvolution, a framework for assessing customer experience initiatives and prescribing specific actions aimed at fostering customer experience maturity to produce financial outcomes.

Carine Clark, CEO and President, MaritzCX.

Carine Clark, CEO and President, MaritzCX.

The CXEvolution framework begins with an in-depth assessment that explores an organization’s mastery in 14 CX competencies across six dimensions, according to the vendor. The results not only identify an organization’s overall CX maturity stage, but also provide a benchmark against industry peers, best-in-class leaders and the market at large, CXMaritz asserts. The framework then presents a prescriptive action plan suited to each CX maturity stage.

(Related: Q&A: Transamerica’s Rich King on the Essentials of an Effective Customer Experience Program)

Most companies are still relatively immature when it comes to managing their customer experience, Carine Clark, CEO and president, MaritzCX. “Making the right small improvements can create a significant opportunity for organizations to leapfrog the competition and catapult their CX programs far ahead of industry averages—before others beat them to it,” Clark comments. “With the development of CXEvolution, we are the only strategic CX business partner that can provide a clear evolutionary path to clients, along with products and services offered by us and our partners, to maximize the value of each stage of a company’s CX maturity.”

The vendor is offering a complimentary CX assessment which can be accessed at www.maritzcx.com/assessment.

Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, 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 [email protected] or (503) 936-2803.

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