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MaritzCX, a Salt Lake City-based customer experience (CX) software and services vendor has launched PredictionCX, a solution that analyzes known customer information to predict customer behavior and propose actions designed to improve CX for individual customers. Businesses can use PredictionCX to take information provided by the few customers who respond to customer surveys and apply that knowledge to what MaritzCX calls the silent, unreachable majority who hold the largest wallet share. For example, sales and customer teams can know specifically who is going to leave and then act to save them, the vendor says.
PredictionCX leverages customer data from virtually any source and applies it back to CX data set at the individual level, enabling organizations to use their resources in a highly targeted fashion to increase customer retention and drive growth, MaritzCX asserts.
“Customers are telling businesses much more than they realize. If you’re not leveraging this customer data, you’re leaving opportunity and money on the table,” comments Carine Clark, president and CEO, MaritzCX. “Organizations that combine survey results with organic sources of customer data will be able to predict what customers need, without having to ask.”
Predictive Models Using Machine Learning
MaritzCX reports that it has partnered with PurePredictive, an advanced analytics technology provider with patented technology that uses artificial intelligence to automate the building of complex predictive models using machine learning, to deliver part of the PredictionCX solution. PredictionCX is integrated into MaritzCX dashboards and case management to provide what the vendor calls a strong customer recovery system through a closed-loop process. MaritzCX also provides expert services to build predictive models with a high degree of accuracy, which is critical to ensuring sound CX investments and concrete program ROI, according to the vendor.