White Paper • 1 min read
Report: The State of CX Maturity Among Midsized and Enterprise Companies of Latin America
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:
Unlike the rest of the world, LATAM had slightly fewer midsized and enterprise Champions and Risers represented in the survey compared to last year.
Champions were 33% more likely to have accelerated CX projects throughout the COVID-19 pandemic.
Champions were 86% more likely than their peers to have grown their customer base.
