Are you a CX Champion?

Benchmark your progress

Measure how well you deliver service excellence compared with 3,250 of your peers. No matter where you land, we’re here to help you reach your full support potential.

Question 1 How would you rate your organisation's service metrics and key performance indicators?

Did you know?

87% of your peers are prioritising a pivot to more conversational customer engagement.

WHERE YOU STAND TODAY

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 organisation is in the top 12% of all customer service teams. The prevalence of Champions (organisations with all 7 characteristics) has increased by 50% compared to last year.

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CX maturity characteristics

Your organisation 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 organisation uses customer feedback to evolve
  • Your organisation quickly analyses customer feedback
  • Your organisation 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 by 50%
  • Globally, 56% of organisations have accelerated CX initiatives over the last 12 months, while only 4% have delayed them
  • Zendesk customer agents 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 by 50%
  • Globally, 56% of organisations have accelerated CX initiatives over the last 12 months, while only 4% have delayed them
  • Zendesk customer agents are nearly twice as satisfied as agents using other solutions
BENEFITS OF A MATURE CX

Benefits of being a CX Champion

ESG’s research shows that Champions outperform organisations 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 centre

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 centre

12.8x

more likely to outperform satisfaction goals

6.1x

more likely to have achieved very positive ROI from CX investments

Don’t fall behind

Reach your full potential

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Find out how your business can become a CX Champion.
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