Customer experience (CX) had long been conflated with being great service, but it evolved into frictionless, AI-enabled interactions that made customers feel like royalty. Zendesk Relate 2025 presented some of the most outstanding CX accomplishments to showcase how automation and AI enabled customers to reach the height of success.

If you had been a CX leader seeking a purpose to attend, the following five customer success stories would have inspired you.

1. Degreed: Merging Customer Service Across Departments

    Degreed, a platform for workforce upskilling, was losing customers while growing at an incredibly fast rate of growth. What did they do? Merged customer service with product, sales, and success departments using Zendesk AI.

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    Key Takeaways:

    • Issues were resolved quicker using AI-powered support.
    • Greater collaboration among departments improved the customer experience.
    • Self-service support initiative improved customer retention.

    VP of Global Technical Services & Support at Degreed Kevin Barry discussed how automated CX strategy based on AI influenced their business.

     How Zendesk AI Powered Our Customer Experience?

    By using AI-powered customer support, Degreed avoided inquiry bottlenecks. Automatic responses saving time and reducing wait times prevented delays. Predictive analysis made sure teams addressed issues even before they escalated. Such an approach not only optimized efficiency but also individualized the customer experience.

    2. Cox Automotive: Redefining E-commerce in Vehicle Purchasing

    Cox Automotive, the parent of Kelley Blue Book and Autotrader, observed the increased use of online automotive buying experiences. To maintain a competitive edge, they deployed Zendesk AI-powered conversational commerce.

    Key Takeaways:

    • AI-powered conversational commerce enhanced customer interaction.
    • Tailored suggestions enhanced conversion rates.
    • Automation lowered wait times for customers.

    VP of Automotive Commerce at Cox Automotive, Dale McCrory, identified how AI shaped the future of online automotive buying.

     AI’s in the Future’s Automotive Commerce

    Zendesk AI helped Cox Automotive launch intelligent chatbots that guided car shoppers through the purchasing experience. The bots provided real-time suggestions based on consumer shopping behavior and drove increased engagement and sales. The future growth of AI could dream about more conversational e-commerce experiences for the auto sector.

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    3. Match: Boosting User Engagement with Anticipatory Personalization

    Match, a top online dating company, sought to drive user engagement and prevent churn. They integrated proactive messaging and personalized dating recommendations using Zendesk’s AI functionality.

    Key Takeaways:

    • AI tracked user behavior to provide customized recommendations.
    • Proactive messaging improved user retention.
    • AI-driven chatbots allowed people to utilize the site more effectively.

    Alice Curry, former VP of Member Services at Match Group LLC, discussed how AI brought people into meaningful relationships earlier in the cycle.

    A New Era of Dating with AI

    Match’s use of AI-based messaging transformed user behavior on the platform. Customized alerts, icebreakers, and compatibility information reinforced greater user engagement, with the result of more platform stickiness and improved match success.

    4. Blue Apron: Designing Personalized Dining Experience with AI

    Blue Apron, a meal kit delivery company with the highest demand, required the highest level of customer satisfaction through personalized meal suggestions and easy customer support. With the potential of Zendesk AI, they streamlined their service model to make it interactive and easy to use for meal preparation.

    Key Takeaways:

    • Personalized meal suggestions with an AI-driven approach.
    • Customer support through self-service minimized queries and response time.
    • Data analysis helped drive subscription renewal rates.

    Sarah Burns, former VP of Customer Experience at Blue Apron, explained the effect of AI on customer experience.

    How AI Personalized Meal Planning

    Blue Apron utilized AI-driven chatbots to track customers’ taste preferences, allergies, and purchase behaviors to provide personalized meal plans. Their self-service portal interactively solved regular queries without hassle. The integration of AI with a human touch propelled retention, engagement, and customer satisfaction to the highest level.

    5. Khan Academy: Scaling Support with AI Integration

    As users grew in number, Khan Academy required a scalable support system. Zendesk AI assisted in automating responses and maximizing support efficiency.

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    Key Takeaways:

    • Self-service AI-based solutions reduced ticket volume.
    • Automated processes provided quicker response times.
    • Increased user satisfaction resulted in greater engagement.

    Laurie Leduc, Senior Manager of Community Support at Khan Academy, described how AI-assisted them in scaling support without reducing quality.

    AI-Driven Learning Support

    Zendesk AI enabled Khan Academy to launch intelligent chatbots that assisted teachers and students in real time. The automated process minimized wait times for support and enhanced the overall user experience, bringing learning to all.

    These five businesses demonstrated that AI was not just about automation—it was about creating smarter, more human customer interactions. At Zendesk Relate 2025, attendees discovered how companies across industries used AI to transform CX.

    Why Attend Zendesk Relate 2025?

    Zendesk Relate 2025 was not just about witnessing AI-fueled CX innovations—it was about understanding how to use them to your company’s advantage. Attendees received unparalleled insight into:

    The latest AI-powered CX trends.

    • AI-powered customer service in real-world applications.
    • A manager’s guide to what the future held for AI-powered support.

     Conclusion

    The future of customer experience had arrived, with AI in the driving seat. Degreed, Cox Automotive, Match, Blue Apron, and Khan Academy paved the way for amazing CX with AI-powered solutions. For businesses that didn’t want to be left behind, Zendesk Relate 2025 was the event to attend.

    “Don’t miss out on the AI-powered customer experience revolution! Reserve your seat now at Zendesk Relate 2025 and gain expert insights, live demos, and future CX strategies. Spots were limited—secure your spot today and outcompete the rest!”

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