All companies are under pressure to deliver a customer experience (CX) that they can be proud of, but it can be difficult to know where to make investments that are likely to pay off.
To guide the way, Zendesk partnered with ESG Research to build a framework around CX maturity and CX success. The findings are summarised in this report: CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success.
After surveying 1,000 CX leaders around the globe, ESG identified three levels of maturity: the leaders, those in the middle of the pack and those at risk of falling behind – the champions, the risers and the starters.
Find out how champions are outperforming their counterparts
Champions provide their customers with more channels of engagement.
Champions reduce the average total resolution time by 34% compared to starters.
Agents in ‘champion’ organisations handle nearly double the requests over the same amount of time as those in ‘starter’ organisations.
Champions are 8.7x more likely than starters to have significantly grown customer spending over the past six months.