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White Paper 1 min read

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.

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.

The results are in

Advancing CX maturity is a mission-critical mandate.