White Paper

Report: The State of CX Maturity Among SMBs of Asia Pacific

See how your company's CX stacks up.

Published September 16, 2021
Last updated October 11, 2021

Businesses of all sizes need to prioritize customer experience (CX), but it can be hard to know where to focus your efforts as we navigate uncertainty in a post-pandemic world. To help businesses make good, data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity and CX success.

After interviewing CX leaders from all over the world, ESG identified four levels of CX maturity:

  • Champions – Businesses with a boast-worthy, well-oiled CX operation

  • Risers – Businesses that are still gaining ground

  • Emergers – Businesses that are on the right track but have room to grow

  • Starters – Businesses that are at risk of falling behind

The findings for small and midsized businesses based in Australia, Japan, Singapore, and South Korea are summarized in the recent report: The State of CX Maturity Among SMBs of Asia Pacific: Research Shows Advancing CX Maturity Is a Mission-critical Mandate.

See how your CX stacks up:

  1. The proportion of APAC SMBs that are Champions or Risers in the market segment has increased by 35% year over year.

  2. SMB Champions were 31.5x more likely to exceed customer satisfaction goals.

  3. SMB Champions were 5.9x more likely to have grown their customer base.