White Paper

Report: CX Champions of North America

Published November 5, 2020
Last updated November 10, 2020

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

  1. Champions are 6.7x more successful than Starters at pivoting to remote work.

  2. Support teams at Champion orgs are 4.1x more likely to be seen as competitive differentiators.

  3. Champions are 7x more likely than Starters to significantly increase CX investment.