White Paper

Report: The State of CX Maturity Among SMBs of Latin America

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 Brazil and Mexico are summarized in the recent report: The State of CX Maturity Among SMBs of Latin America: Research Shows Advancing CX Maturity Is a Mission-critical Mandate.

See how your CX stacks up:

  1. The proportion of SMBs in LATAM that are Champions has more than doubled year over year, from 7% to 19%.

  2. SMB Champions were 13x more likely to exceed customer satisfaction goals.

  3. SMB Champions were 4.4x more likely to have increased per-customer spending significantly in the last 6 months.