Report chapters
How the assessment tool works
Our assessment tool ranks businesses as a Starter, Emerger, Riser or CX Champion based on seven CX maturity criteria. Your rank determines which action steps we recommend. Each rank has its advantages, disadvantages and unique opportunities to set your teams up for success in the future. Zendesk provides a personalised report based on your assessment results.
Take the quiz to personalise your report and find out how you stack up against industry leaders.
Go from Starter to CX Champion
In 2022 companies must build resilience into every corner of their business. Read our report and see how great customer experiences set teams up to thrive in the ever-changing market.
Your service team has the right tools and tech
Your service team has the right training to upskill agents
Your service and performance metrics are collected regularly
Your organisation is collecting the right metrics and KPIs
Your service team has the correct workload and optimal processes in place
Your organisation quickly analyses customer feedback
Your organisation uses customer feedback and data to evolve
Make your move
Earlier this year, we hosted CX Accelerator events, almost everywhere. Enjoy the practical bits from the research and some clever special guests.
All events are now available for you to watch, on demand. Find your nearest one and we’ll help you chart the course.
