Zendesk and Enterprise Strategy Group Report Shows Customer-centric Leadership Is the New Growth Indicator
Zendesk, Inc. (NYSE: ZEN) today released new research in partnership with Enterprise Strategy Group (ESG) that shows how companies investing in customer experience (CX) are reaping the benefits. The global study found there is a clear link between organizations with more mature customer experience capabilities, and improved business success in areas such as market share, increased customer spend, and pivoting processes over the last six months.
The new report, CX Champions: How CX Leaders who raise their game are driving business success, surveyed more than 1,000 CX managers and leaders in North America, Europe, Asia Pacific and Latin America to better understand their investments in CX. From the research, ESG developed a CX Maturity Scale that segments organizations into three tiers of customer service maturity, based on seven key characteristics that cover how organizations use their support teams, technology and data to drive better performance. ESG then classified