A lot goes into delivering a customer experience (CX) that stands out from the crowd. To help businesses decide where to devote time and budget, Zendesk partnered with ESG Research to build a framework around CX maturity and CX success. The findings for companies in the United States and Canada are summarized in this report: CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success.
After surveying more than 1,000 CX leaders around the globe, ESG identified three levels of maturity: the Champions, the Risers, and the Starters. Respectively, those are: businesses nailing their CX operations, businesses who are gaining ground in the CX game, and businesses at risk of falling behind—and losing customers as a result. This report is based on survey data from 256 companies based in the United States and Canada.
Learn how AMER Champions are outperforming their counterparts
-
Champions are 6.7x more successful than Starters at pivoting to remote work.
-
Support teams at Champion orgs are 4.1x more likely to be seen as competitive differentiators.
-
Champions are 7x more likely than Starters to significantly increase CX investment.