Businesses of all sizes need to prioritize customer experience (CX), but it can be hard to know where to focus your efforts 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 small and midsized businesses based in Brazil and Mexico are summarized in the recent report: The State of CX Maturity Among SMBs of Latin America: Research Shows Advancing CX Maturity Is a Mission-critical Mandate.
See how your CX stacks up:
The proportion of SMBs in LATAM that are Champions has more than doubled year over year, from 7% to 19%.
SMB Champions were 13x more likely to exceed customer satisfaction goals.
SMB Champions were 4.4x more likely to have increased per-customer spending significantly in the last 6 months.
