White Paper

Report: The State of CX Maturity Among Midsized and Enterprise Companies of Latin America

See how your company stacks up against the best CX teams in your region.

Published September 16, 2021
Last updated October 11, 2021

A lot goes into delivering a great customer experience (CX), but it can be hard to know which investments to prioritize 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 companies based in Brazil and Mexico are summarized in the recent report: The State of CX Maturity Among Midsize and Enterprise Companies of Latin America: Research Shows Advancing CX Maturity Is a Mission-critical Mandate.

See how your CX stacks up:

  1. Unlike the rest of the world, LATAM had slightly fewer midsized and enterprise Champions and Risers represented in the survey compared to last year.

  2. Champions were 33% more likely to have accelerated CX projects throughout the COVID-19 pandemic.

  3. Champions were 86% more likely than their peers to have grown their customer base.