White Paper

Report: The State of CX Maturity among Midsize and Enterprise Companies of Europe

To help businesses make data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity. Read the report to see where your team stands.

Published September 14, 2021
Last updated October 6, 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 Europe and the United Kingdom are summarized in this report: The State of CX Maturity among Midsize and Enterprise Companies of Europe: 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 Kingdom, France, Germany, Spain, and the Netherlands.

Learn how CX stacks up in Europe

  1. Midsize and enterprise-size companies in the UK and Europe lag behind their peers in the rest of the world where 13% achieve Champion status.

  2. 64% of respondents in France and Spain have accelerated CX initiatives in the last 12 months, a significantly higher percentage than their counterparts in Germany (48%), the Netherlands (44%), and the UK (49%).

  3. Champions are 10.6x more likely than Starters to exceed satisfaction goals.