Article

How CX Leaders Who Raise Their Game Are Driving Business Success

Published October 7, 2020
Last updated October 23, 2020

All companies are under pressure to deliver a brag-worthy customer experience (CX), but it can be difficult to know where to make investments that are likely to pay off.

To guide the way, Zendesk partnered with ESG Research to build a framework around CX maturity and CX success. The findings are summarized in this report: CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success.

After surveying 1,000 CX leaders around the globe, ESG identified three levels of maturity: the leaders, those in the middle of the pack, and those at risk of falling behind—the Champions, the Risers, and the Starters.

Learn how Champions are outperforming their counterparts

  1. Champions provide their customers with more channels of engagement.

  2. Champions reduce average total resolution time by 34% compared to Starters.

  3. Agents at Champion organizations handle nearly double the requests over the same amount of time as Starter organizations.

  4. Champions are 8.7x more likely than Starters to have significantly grown customer spend over the past six months.