The superiority of the champion organization

[armdrejoan]

Think about the best customer service experience you’ve ever had, and imagine what went well. Was it personalized? Was something memorable? Or was it so efficient and seamless that you can’t even remember what happened? Now imagine the worst. Long wait times, slow responses, distracting managers, or just plain rudeness. If that’s the case, you’re probably not a repeat customer. Here’s the thing: Better customer service means better business outcomes, and it happens again and again. Great CX keeps customers happy, keeps them loyal, and ultimately, it drives revenue. When companies improve their agent experience, adopt new technologies, and invest in CX with customers at the center of their vision, customers keep coming back. So what makes a champion? To find out, Zendesk partnered with analyst firm ESG to build a framework centered around CX maturity israel phone number list and identify key characteristics of CX Champion organizations. An organization’s CX maturity is an assessment of the people, processes, data, and technology in place to serve customers. Compared to last year’s survey results, commercial and enterprise organizations have made significant improvements in CX maturity.


ESG found that champion organizations lead the competition in seven key ways:

Strengthening service team capabilities

Maintaining appropriate staffing levels

Corrections based on customer feedback

Agility to respond to customer feedback

Powerful data/visualization services and support capabilities

Timeliness of service/support data

Quality of technical experience provided to service/support personnel

Not surprisingly, this research study showed that the adoption of customer service success practices is correlated with better business success and improved metrics. ESG surveyed 3,250 decision-makers responsible for ensuring and improving customer service in their organizations, across all market segments and industries, large and small. Respondents were categorized into one of four stages of CX maturity based on how many of the seven core characteristics they possess.

Starter – 35% of midsize and enterprise respondents at risk of falling behind CX standards (score of 3 or lower)
Emerger – A new phase identified by ESG in 2021, with 33% of mid-sized and large enterprise respondents still establishing a solid position (4-5 points)
RISER – 21% (6 points) of midsize and large enterprises striving to achieve CX excellence
Champions – Companies with pride and smooth CX operations Only 12% of midsize and enterprise respondents scored a perfect 7

Champion organizations are 2.1x more likely than Starters to accelerate key CX initiatives, including adopting new channels, improving agent experiences, and investing in better cutting-edge technologies.

[yadaysrdone]

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