CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success.

All organisations are under pressure to deliver an exceptional customer experience (CX), but it can be tricky to know where to make investments that are likely to pay off.

To guide the way, Route 101 partner Zendesk worked with ESG Research to build a framework around CX maturity and CX success. The findings are summarized in this report: CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success.

After surveying 1,000 CX leaders around the globe, ESG identified three levels of maturity: the leaders, those in the middle of the pack, and those at risk of falling behind—the Champions, the Risers, and the Starters.

• Providing their customers with more channels of engagement
• Reducing the average total resolution time
• Handling a higher volume of requests over the same time period as their counterparts
• Significantly growing customer spend

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