Name: Dutch Bros Coffee: Balancing the Art and Science of Employee Experience
Start: 2025-07-01T09:00:00Z
End: 2025-07-01T09:00:43.000Z
Location: BrightTALK

At Zendesk, we’re all about better conversations - whether it’s with your customers or employees.  With the Zendesk Resolution Platform, we help over 100,000 businesses deliver faster, more personal service using AI and the world’s largest CX dataset.

Our tools blend automation with a human touch, so your teams can solve problems efficiently while building stronger relationships. Easy to use, easy to scale, and built to grow with you, Zendesk makes every interaction matter.

Topics we cover: Customer Experience (CX) • AI • Support • Help Desk • CRM • Employee Experience

Explore how HyperJar—a fast-growing fintech app—leveraged Zendesk and AI to scale customer support from 200 to 700 daily live chats. Discover the power of sandbox testing, CX-centric innovation, and how “Hybot” revolutionized customer service.

How to Scale Customer Support in the AI Era, with HyperJar

See how Avon reimagined HR service at scale.

Join Karolina Michalska (Avon) and Orna Morris (Zendesk) as they reveal how Avon transformed a legacy HR model into a streamlined, AI-driven employee service experience across 32 markets and 5 languages.

Results:

98.4% employee satisfaction

4-hour average resolution time

Seamless global service delivery

Scalable, human-first automation

What you’ll learn:

How Avon overcame tech and cultural barriers

The KPIs that proved real ROI

How Zendesk powered global HR scaling

Practical tips to start small, simplify, and scale impact

Perfect for: HR, IT, and operations teams ready to drive change.

How Avon Achieved 98% HR Satisfaction with AI and Zendesk

In this standout Relate 2025 breakout session, Zendesk’s CTO Adrian and CX Strategist Teresa explore how AI is already transforming customer experience — and what lies ahead.

Discover why 78% of CX leaders believe AI is driving the biggest transformation in 50 years, and how Zendesk’s data shows measurable progress across automation, assistance, and optimization. Learn how leading organizations like SuperBet, Next, and Conservice are already reaping the benefits — from 74% faster response times to 40% headcount reductions.

Key takeaways:

How AI is reshaping CX now, not just in the future.

Where AI delivers ROI today in speed, scale, and satisfaction.

Why shadow AI use is surging and how to get ahead.

Proven frameworks to prepare for a 2030 AI-powered CX landscape.

This session is ideal for IT leaders, CX professionals, and service innovators ready to accelerate digital transformation.

AI’s CX Revolution: Automation, Assistance & Optimization by 2030

German gym chain XTRAFIT didn’t replace agents with AI, they empowered them. By embracing smart automation alongside thoughtful change management, they enhanced service quality while keeping personal connection front and centre.

Discover how XTRAFIT struck the right balance between digital efficiency and human warmth, using AI not to replace, but to elevate the customer experience.

How to Balance Digital Automation with Personal Connection, with XTRAFIT

As Rentoza skyrocketed from handling 1,000 to 80,000 support tickets, Head of Customer Experience Khosi Ncube shares how the team kept customer satisfaction high. The key? A smart mix of AI, continuous learning, and a transparent, empowering culture.

The digital subscription business scaled seamlessly with Zendesk by integrating WhatsApp, embracing a true omnichannel approach, and using AI to personalize every interaction. Dive into their story to discover how they balanced automation with the human touch—while building a CX culture rooted in trust and adaptability.

How to Keep Customers Satisfied During Hypergrowth, with Rentoza

Discover how Dutch Bros Coffee scaled its employee service operations and transformed customer experience using Zendesk.

In this session, you’ll hear how the team achieved a 212% increase in productivity, centralized HR knowledge, and automated workflows—turning CX into a value center. With support across HR, IT, and Finance, Dutch Bros leverages Zendesk to balance the art of human connection with the science of smart automation.

Ideal for HR, IT, and support leaders looking to drive operational efficiency and elevate employee service at scale.

Key topics: Employee Experience, Automation, Internal Help Centers, Zendesk Metrics, HR Ops Strategy.

Dutch Bros Coffee: Balancing the Art and Science of Employee Experience

In this keynote from Zendesk Relate 2025, CEO Tom Eggemeier and leaders from Zendesk unveil a bold new vision for the future of customer and employee service: The Resolution Revolution.
Discover how Zendesk is pioneering a new era of Agentic AI, purpose-built for resolving real issues—not just responding to them. From AI agents that learn and adapt, to a reimagined service platform that unites automation, orchestration, and quality assurance, this session redefines what’s possible in CX, EX, and IT support.
Learn how brands like Dutch Bros, GitHub, and Catapult Sports are transforming service using Zendesk—and get a first look at the new Zendesk Resolution Platform, Copilot upgrades, and Employee Service Suite.

Topics covered:
- The future of Agentic AI in customer and employee service
- Why resolution—not just deflection—is the new standard
- Zendesk’s new AI-powered platform, builder tools, and QA
- Outcome-based pricing and the shift to results-driven service
- Real customer stories from across the globe

Whether you're in CX, IT, HR, or Ops, this is your guide to driving meaningful, measurable change through AI and automation.

Resolution Revolution: Zendesk’s Vision for AI-Powered Service in 2025

Pour tous ceux qui souhaitent véritablement devenir axé client, il est devenu indispensable de devenir axé collaborateur. Certains appellent ça la Symétrie des Attentions… 
Découvrez comment mettre vos agents au coeur de la démarche !

Inspiration n°4 : Pas d’expérience client sans expérience agent !

Si l’obsolescence en relation client, est directement liée à votre INACTION face à l’évolution des normes et des tendances alors votre meilleure arme pour protéger votre relation client d’un risque d’obsolescence programmée, c’est d’adopter la philosophie du “coût de l’inaction” !

Inspiration n°3 :  “Le coût de l’inaction” : la nouvelle philosophie qui fait trembler la relation client !

La technologie en relation client n’a jamais été aussi puissante qu’aujourd’hui, pourtant, rares sont ceux qui exploitent vraiment tout ce que l’IA à a nous offrir : découvrons les 5 erreurs les plus fréquentes des entreprises qui souhaitent investir dans l’IA.

Inspiration n°2 : Les 5 erreurs les plus fréquentes avec l'utilisation de l’IA en relation client

Inspiration #1 : L’expérience client est devenue une norme, et vos clients ne manqueront pas de vous le faire savoir…dans cette vidéo de 8mn, nous analysons ce qu'est une “expérience client intelligente” et comment transformer sa relation client en une véritable expérience client.

Inspiration n°1 : La tendance la plus surprenante de 2024 en relation client

Employee Experience

HR Operations

Employee Engagement

Workforce Enablement

Voice of the Employee

HR Service Management

People Operations

EX Technology

EX Strategy

Employee Service

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E-commerce

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Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

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Information Technology

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Customer Success

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

Customer Experience

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Sales

Get powerful insights to run your business. CEOs, CFOs, CMOs, COOs, CTOs and CIOs are among the leaders in this community who connect with peers and experts to grow their businesses.

CxO Strategy

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Dutch Bros Coffee: Balancing the Art and Science of Employee Experience

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About this talk

Zendesk Global