White Paper

Report: CX Champions of Latin America

Published November 5, 2020
Last updated November 24, 2020

A lot goes into delivering a great customer experience (CX). To help guide businesses along the right path, Zendesk partnered with ESG Research to build a framework around CX maturity and CX success. The findings for companies based in Latin America are summarized in this report: CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success.

After interviewing CX leaders from all over the world, ESG identified three levels of CX maturity: the Champions, the Risers, and the Starters. Respectively, those are: businesses that have a stellar CX operation, businesses that are steadily gaining ground, and businesses that are at risk of falling behind. This report is based on survey data from 256 companies based in Brazil and Mexico.

Learn how LATAM Champions are outperforming their counterparts

  1. The Latin American region leads the rest of the world in terms of maturity, where 21% of surveyed organizations were Champions, 33% were Risers, and 46% were Starters.

  2. Agents at Champion organizations are 1.6x more productive than those at Starters.

  3. Champions are 2.3x more likely than Starters to be growing their customer base.