Champion
(All 7 characteristics)
All hail the Champions. You’ve made the commitment and you’re in an elite class of CX teams. According to the ESG survey, your organization is in the top 12% of all customer service teams. The prevalence of Champions (organizations with all 7 characteristics) has increased by 50% compared to last year.
CX maturity characteristics
Your organization has x of 7 CX maturity characteristics
- Your service team has the right tools
- Your service team has the right training
- Your service team has the correct workload
- Your organization uses customer feedback to evolve
- Your organization quickly analyzes customer feedback
- Your organization is on top of your service metrics
- Your service metrics are up to date
Customer support market trends
Customer service investment is on the rise
- Globally, the proportion of the market achieving Champion status has increased 50%
- Globally, 56% of organizations have accelerated CX initiatives over the last 12 months, only 4% have delayed them
- Agents at Zendesk customers are nearly twice as satisfied as agents using other solutions
Customer support market trends
Customer service investment is on the rise
- Globally, the proportion of the market achieving Champion status has increased 50%
- Globally, 56% of organizations have accelerated CX initiatives over the last 12 months, only 4% have delayed them
- Agents at Zendesk customers are nearly twice as satisfied as agents using other solutions
Benefits of being a CX Champion
ESG’s research shows that Champions outperform organizations like yours:
1%
faster average first response time
2%
faster total resolution time
3%
higher agent throughput
2.3x
more likely to say the service team is a profit center
12.8x
more likely to outperform satisfaction goals
6.1x
more likely to have significantly increased customer spend in the past year
1%
faster average first response time
2%
faster total resolution time
3%
higher agent throughput
2.3x
more likely to say the service team is a profit center
12.8x
more likely to outperform satisfaction goals
6.1x
more likely to have achieved very positive ROI from CX investments
