White Paper

Report: CX Champions of Europe

Published November 17, 2020
Last updated November 24, 2020

A lot goes into delivering a great customer experience (CX), but it can be hard to know where to make the most strategic investments. To help businesses make good, data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity and CX success. The findings for companies based in Europe and the United Kingdom are summarized in this report: CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success.

After interviewing CX leaders from all over the world, ESG identified three levels of CX maturity: the Champions, the Risers, and the Starters. Respectively, those are: businesses with a boast-worthy, well-oiled CX operation, businesses that are still gaining ground, and businesses that are at risk of falling behind. This report is based on survey data from 250 companies based in the United Kingdom, France, Germany, the Netherlands, and Sweden.

Learn how CX stacks up in Europe

  1. The U.K. and European region lags the rest of the world in terms of maturity, where 29% of surveyed organizations were Champions, 31% were Risers, and 39% were Starters.

  2. Respondents in the U.K. were significantly more likely than their German counterparts to report that < 1% of customer issues go unresolved (33% vs. 17%).

  3. Champions are 3.4x more likely than Starters to be growing their customer base.