SALT LAKE CITY – Maritz CZ, a customer experience (CX) software and services company, has announced the availability of PredictionCX, which it said is a first-of-its-kind solution to help businesses grow by analyzing known customer information and using it to predict customer behavior and take action 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 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 company said.
Unlike competitive offerings, PredictionCX is the first technology solution that leverages customer data from virtually any source and applies it back to CX data set at the individual level. This process enables organizations to use their resources in a highly targeted fashion to increase customer retention and drive growth, according to the company.
“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,” said Carine Clark, president and CEO of MaritzCX in a statement. “Organizations that combine survey results with organic sources of customer data will be able to predict what customers need — without having to ask.”
MaritzCX said it is partnering 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 a strong customer recovery system through a closed-loop process. MaritzCX also provides the expert services to build predictive models with a high degree of accuracy, which is critical to ensuring sound CX investments and concrete program ROI.