In 2019, the demand for a high level of cx in Mexico increased. Mexican consumers though rather have a forgiving nature when experiences goes wrong and tend to overlook negative interactions.
The main pillar driving cx in Mexico market is personalization. Mexican consumers are demanding a much more individualized attention from brands. Companies in return needs to show their trustworthiness, meaning that the pillar of integrity is as important as personalization in driving cx excellence.
Mexico’s strongest performing sector in 2019 was the travel and hotels as six hotels were ranked in the top 10 leading cx brands.
The top 10 leading cx brands in Mexico are:
1. Fiesta Americana
Industry: Travel & Hotels
2. PayPal
Industry: Financial Services
3. Hilton
Industry: Travel & Hotels
4. Amazon
Industry: Non-Grocery Retail
5. Netflix
Industry: Entertainment & Leisure
6. Marriott
Industry: Travel & Hotels
7. Presidente InterContinental Mexico Polanco
Industry: Travel & Hotels
8. Fiesta Inn
Industry: Travel & Hotels
9. Hyatt
Industry: Travel & Hotels
10. Costco
Industry: Grocery Retail
