The State of CX Maturity:
Advancing CX Maturity Is a
Mission-critical Mandate
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 Australia, Japan, Singapore, and South Korea are summarized in the recent report: The State of CX Maturity Among SMBs of Asia Pacific: Research Shows Advancing CX Maturity Is a Mission-critical Mandate.