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.

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