Zendesk: Customer Experience Comes First
Rahul Menon, Marketing Head - India & SAARC, Zendesk, speaks to IMPACT Magazine about how they are helping brands streamline customer experiences and more
Q] Zendesk provides various CX solutions to brands; what do you consider the company’s forte?
Since 2007, Zendesk has been at the forefront of the customer experience (CX) space. Zendesk offers the most complete, AI-powered service solution, built on the largest CX dataset in the world, to deliver AI that our customers can actually use right out the box. From simplifying complex, legacy call centers to democratising CX with AI-powered solutions, we’ve made exceptional customer service accessible to businesses of all sizes.
In India, 70% of consumers will switch to a competitor due to just one bad experience, making CX crucial to business success and brand loyalty. This emphasis also carries over to employee experience (EX), where employees are increasingly expecting the same level of service in their workplace as they do with the businesses they patronise. Due to its increasing significance, organisations should prioritise providing great CX and EX to increase ROI and deepen loyalty.
Q] Multiple reports highlight that AI is expected to overhaul CX. How do you look at this?
AI is set to transform the CX industry, much like previous technological advances. A good comparison is the introduction of ATMs, which initially caused fears of job losses among bank tellers. In reality, ATMs automated routine tasks, allowing tellers to focus on more specialised roles, ultimately enhancing the customer experience. Similarly, AI will automate certain tasks, enabling human agents to tackle complex issues that require creativity and judgement.
Organisations embracing AI in CX are seeing significant returns. Our 2025 CX Trends report shows that 95% of Indian companies using AI in CX report positive ROI, far outpacing those that don’t. Consumers are noticing the difference—86% of Indian consumers recognise a clear gap between companies effectively using AI in customer service and those that aren’t. With AI raising expectations, customers now demand faster, more accurate, and personalised interactions.
Q] How is Zendesk incorporating AI into their solutions?
Zendesk AI is designed for CX, making customer interactions more human while being easy to use, scale, and maintain. We em
