The State of CX Maturity
In the second quarter of 2021, ESG conducted a double-blind survey 1 of 3,450 line-of-business decision makers who were responsible for ensuring & enhancing the customer service at their organization.
Organizations represented spanned all market segments, from small businesses to large enterprises, and multiple industry verticals like retail, consumer and corporate services,
financial services, healthcare, education, and technology companies, among others.
Report Snapshot
This eBook discusses how, and to what degree, an organization’s adoption of customer service best practices improves its ability to deliver superior customer experience (CX) and better support its service teams.