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1、The State of CX Maturity Among Midsize and Enterprise Companies Findings in North America1 2021 TechTarget, Inc. All Rights Reserved.Back to ContentsThe State of CX Maturity Among Midsize and Enterprise Companies:Research Shows Advancing CX Maturity Is a Mission-critical MandateLearnings from North

2、American-based Respondents in the Midsize and Enterprise Market SegmentPREPARED BY ESG FOREnterprise Strategy Group | Getting to the bigger truth.The State of CX Maturity Among Midsize and Enterprise Companies Findings in North America2 2021 TechTarget, Inc. All Rights Reserved.Back to ContentsResea

3、rch Objectives and Methodology 3Highlighted Findings 4Research Overview and Maturity Framework 5Service Excellence: Champions deliver superior customer experiences 8The Agent Experience: Champions put their teams in the best position to succeed 15Business Operations: Three ways Champions treat CX di

4、fferently 24Business Outcomes: Why becoming a Champion should matter to your business 30Demographics 35contents3 2021 TechTarget, Inc. All Rights Reserved.1 Respondents were anonymous and not informed ESG was conducting the survey.3The State of CX Maturity Among Midsize and Enterprise Companies Find

5、ings in North AmericaObjectives:This eBook discusses how, and to what degree, an organizations adoption of customer service best practices improves its ability to deliver superior customer experience (CX) and better support its service teams. It also explores how improved capabilities are correlated

6、 with dramatically better business outcomes. Finally, it covers observed year-over-year CX trends. MethOdOlOgy: In the second quarter of 2021, ESG conducted a double-blind survey1 of 3,250 line-of-business decision makers who were responsible for ensuring and enhancing the customer service at their