Article

How SMB CX Leaders Who Raise Their Game Are Driving Business Success

Published October 9, 2020
Last updated October 23, 2020

The pressure is on for companies to continuously optimize their customer experience (CX). Small businesses with fewer resources are no exception, but it can be difficult to know where to make those strategic investments.

To help CX leaders at SMBs identify where they stand and build a roadmap for the future, 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 more than 500 CX leaders at small businesses all over the world—those with fewer than 100 employees—ESG identified three levels of maturity: leaders, those in the middle, and those at risk of falling behind. In the report, they're called Champions, Risers, and Starters.

Learn more about how Champions outperform their counterparts

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

  2. Champions reduce average total resolution time by 44% 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 9.2x more likely than Starters to have significantly grown customer spend over the past six months.