Top 3 CX Success Stories: Real Wins Across Industries
Customer experience can be the deciding factor between a business that thrives and one that struggles to keep up. Picture a bank flooded with customer inquiries, a fast-moving trading firm juggling security and efficiency, and a consulting company navigating complex compliance requirements. Each of these businesses faced unique challenges, but with the right approach, they turned those challenges into opportunities. By rethinking how they engage with customers, they didn’t just improve service—they redefined it.
For CX Week 2025, we’re bringing you real success stories from three industries that embraced change and came out stronger. These aren’t just minor tweaks; they are complete transformations in how companies connect with their customers. Let’s take a closer look.
Financial Services: Always Available Banking Support
A leading bank found itself overwhelmed by the sheer number of customer inquiries pouring in every day. Long wait times frustrated users, and traditional phone support simply couldn’t keep up. Customers needed faster, more accessible ways to get answers without being put on hold.
Determined to bridge this gap, the bank launched a digital contact center operating 24/7. Customers could now reach support staff anytime, easing the frustration of unanswered queries. But they didn’t stop there. A self-service portal empowered users to check their account status, transactions, and other essential details on their own.
Knowing that modern banking happens beyond phone calls, they expanded their support channels to include WhatsApp, Instagram, and social messaging platforms. Now, customers could get help directly from the apps they already use. To take things a step further, the bank introduced a webform and widget SDK inside their mobile app, ensuring users could submit inquiries and receive updates seamlessly within the same platform.
This shift wasn’t just about convenience—it changed the entire banking experience, reducing wait times and making support more accessible than ever before.
Financial Trading Company: Keeping Every Transaction on Record
For a financial trading firm dealing with thousands of transactions every day, staying organized was becoming a nightmare. Customers needed answers fast, but agents were struggling to keep up with scattered records and fragmented support requests. A missed withdrawal, an unverified deposit, or a delay in trade history access could quickly erode trust.
To bring structure to the chaos, they built a case management system with Zendesk, automatically tracking every customer action. Whether it was a simple login issue or a complex withdrawal request, agents now had instant access to a detailed history of customer interactions. This made responses faster and more precise.
Security was just as critical as speed. To strengthen authentication, the firm implemented CDS account authentication and chat management, ensuring that only authorized users could access their financial details. On top of that, they introduced data dashboards to analyze patterns, helping them proactively address common issues before they escalated.
With every transaction accounted for and security built into the process, customers gained confidence in the reliability of the service, reinforcing the firm’s reputation in the trading world.
The result? Faster resolutions, fewer repeated issues, and a more trustworthy experience for traders.
"Payment Network Malaysia is new to Zendesk, and we initially faced challenges in understanding and utilizing the tool. However, with the unwavering support of Vlan Asia, we have made significant progress. We are now on a strong trajectory and look forward to continuing our collaboration in 2025, striving to enhance and optimize our use of Zendesk for even greater success."
- Payment Network Malaysia Sdn Bhd
Strategic Consulting: Compliance Made Simple
A consulting firm specializing in finance and regulatory compliance knew that their clients needed more than just standard support. They needed airtight security, clear compliance workflows, and seamless integration with financial systems. But the firm’s existing tools weren’t cutting it—they needed a system that could handle sensitive data without compromising efficiency.
With Zendesk, they took a structured approach to data loss protection, privacy policies, authentication controls, and retention strategies. Every client interaction was safeguarded, ensuring that sensitive information was protected at all times. But compliance alone wasn’t enough; the system also had to fit within complex financial workflows.
The firm went beyond standard setups, customizing Zendesk to seamlessly integrate with trading platforms, financial workflows, and app infrastructures. This allowed them to manage client interactions while aligning with industry regulations without unnecessary roadblocks.
By creating a solution that balanced compliance with usability, they empowered their clients to operate with confidence, knowing that their data and processes were secure.
"The team is always responsive to our requests and goes the extra mile to help us with the latest Zendesk trends and solutions. Special shoutout to the VLAN Asia team for being very patient in understanding our needs and efficiently recommending solutions. Overall, we're very impressed with the level of service and happy with the support we've received from Zendesk and the VLAN Asia team. They're a great partner to have, and I highly recommend them to anyone."
- SIMBA Singapore
Better Customer Service, Stronger Business
These companies didn’t just improve response times—they built smarter, more efficient ways to assist their customers. The impact goes beyond convenience; better customer experience builds trust, strengthens relationships, and ultimately drives business growth.
As businesses continue to refine their CX strategies, Zendesk remains a powerful tool for creating seamless, reliable support systems that scale with demand.
See you at CX Week next year—it’s a tradition worth keeping.