White Paper

Report: The State of CX Maturity Among Midsize and Enterprise Companies of North America

Published September 17, 2021
Last updated October 11, 2021

A lot goes into delivering a great customer experience (CX), but it can be hard to know where to make the most strategic investments. To help businesses make good, data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity and CX success. The findings for midsize and enterprise companies based in North America are summarized in this report: The State of CX Maturity among Midsize and Enterprise Companies: Research Shows Advancing CX Maturity is a Mission-critical Mandate.

After interviewing CX leaders from all over the world, ESG identified four levels of CX maturity: the Champions, the Emerging, the Risers, and the Starters. Respectively, those are: businesses with a boast-worthy, well-oiled CX operation, businesses that are well on their way to CX excellence, businesses that are still gaining ground, and businesses that are at risk of falling behind. This report is based on survey data from business decision makers based in the United States and Canada.

Learn how Champions are outperforming their counterparts:

  1. Champions are 10.8x more likely to exceed customer satisfaction goals.

  2. Champions are 3.3x more likely to have grown their customer base.

  3. Champions are in a better position to compete and succeed as macroeconomic conditions recover from the COVID-19 pandemic.