Customer Experience Experts
CX Experts is a South Africa-based Zendesk Premier Partner that implements, optimizes, and provides managed services around the Zendesk customer experience platform for B2B, B2C, and B2E clients globally.
- Company typePrivate
- Founded2021
- HeadquartersDurban, South Africa
- Headcount1–10
- GTM typeB2B
- OfferingServices
What Customer Experience Experts does
Customer Experience Experts (CX Experts) is a South Africa-based, privately-held Zendesk Premier Partner founded in 2021 and headquartered in Durban. The firm specializes in customer experience implementation, optimization, and managed services around the Zendesk customer service and contact centre platform, with offerings spanning new-customer implementation projects, migration and health-check engagements, managed service subscription plans (Essential, Professional, Enterprise), and fractional "Admin for Hire" packages (Growth, Professional, Enterprise). It serves B2B, B2C, and B2E customers ranging from small teams (1-19 users) to large enterprises (50-99+ users) — including The Courier Guy, Amplifin, Tarsus Distribution, and an IT distributor — and delivers both a free consulting/implementation offering for direct customers (where revenue arrives as commission from Zendesk) and bespoke professional services for non-direct customers. Geographic reach is marketed as 24/7 global — covering South Africa, the UK, the USA, and Australia — built on a South African cost base that underwrites an approximately 40% pricing advantage over UK/US competitors.
The underlying technology is the Zendesk platform itself, with AI/automation, omni-channel routing, messaging (WhatsApp, SMS, Messenger), workforce management, quality assurance, and self-service deflection offered as configurable services rather than as proprietary products. The portfolio is organized around two service sub-brands — CX Assist (vision design for prospective Zendesk buyers) and Zendesk Assist (admin and optimization for existing customers) — together with structured engagement processes (Discovery, Health Check, Proposal, Kick-off), free scoping calls, and a sales motion that funnels through the Zendesk Marketplace, where the firm holds a 5.0 rating and Premier Partner status.
Monetization is hybrid: (i) vendor commissions on every Zendesk deal closed via the partner, (ii) recurring managed-service subscriptions, (iii) hourly/dedicated admin packages, and (iv) custom professional services projects. A separate talent supply chain is operated with CAPACITI through a "Responsible Recruitment & Impact Sourcing" academy that trains tech enthusiasts into certified Zendesk administrators, supporting both workforce capacity and impact-sourcing positioning. Self-reported outcome metrics include a 95% customer satisfaction rate, 40% reduction in support costs, and 3x faster response times for clients.
Customer Experience Experts firmographics
Firmographics- Name
- Customer Experience Experts
- Legal name
- CX Experts
- Website
- https://cxexperts.co.za
- Company type
- Private
- Founded year
- 2021
- Operating status
- Operating
- Headcount range
- 1–10 employees
- Short description
- CX Experts is a South Africa-based Zendesk Premier Partner that implements, optimizes, and provides managed services around the Zendesk customer experience platform for B2B, B2C, and B2E clients globally.
- Ownership category
- akta.pro rank
Customer Experience Experts industry classification
Industry- Product category
- Customer Experience Consulting
- NAICS
- Management Consulting Services (54161), Computer Systems Design Services (541512), Management, Scientific, and Technical Consulting Services (5416)
- SIC
- Services-Management Consulting Services (8742), Services-Computer Integrated Systems Design (7373)
- akta.pro primary industry
- Customer Experience (CX) & Digital Experience (BPAHAEAC)
- akta.pro secondary industry
- Brand Experience (BX) & Service Design (BPAFAEAI)
Keywords
Where Customer Experience Experts is headquartered
LocationHeadquarters
- HQ city
- Durban
- HQ country
- South Africa
- HQ region
- Africa
Offices1 record
Markets served
Customer Experience Experts business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D
Revenue model
- Commission from Software Vendors: Partner directly with software vendors (Zendesk) and earn a small commission on every deal. The more customers spend, the more expert support hours they get.
- Managed Service Plans: Monthly subscription plans (Essential, Professional, Enterprise) providing ongoing support, maintenance, and optimization services with predictable expertise commitment.
- Admin for Hire Packages: Hourly-based fractional support or dedicated resources (Growth: 15hrs/month, Professional: 50hrs/month, Enterprise: 150hrs/month) with certified Zendesk experts.
- Professional Services: Custom bespoke projects for non-direct customers based on scoping sessions and tailored requirements.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Freemium | Monthly | Starter Plan for 1-19 Users - FREE |
| Freemium | Monthly | Growth Plan for 20-49 Users - FREE |
| Subscription | Monthly | Enterprise Plan for 50-99 Users |
| Subscription | Monthly | Essential Managed Service - Contact for pricing |
| Subscription | Monthly | Professional Managed Service - Contact for pricing |
| Subscription | Monthly | Enterprise Managed Service - Contact for pricing |
| Subscription | Monthly | Admin Growth Package - 15 hrs/month |
| Subscription | Monthly | Admin Professional Package - 50 hrs/month |
| Subscription | Monthly | Admin Enterprise Package - 150 hrs/month |
Go-to-market motion3 records
Distribution channels3 records
Marketing channels8 records
Customer Experience Experts product offering
Product offeringCore offering
CX Experts provides end-to-end customer experience consulting, implementation, optimization, and managed services for the Zendesk customer service platform. Services include strategic CX design (CX Assist), ongoing admin support and optimization (Zendesk Assist), tiered managed service plans, fractional Admin-for-Hire packages, custom implementation projects, health checks, and advanced AI rollouts. The company sells expertise and certified Zendesk administrator capacity rather than its own software product.
Product overview
CX Experts is a South Africa-based Zendesk partner offering professional services centered on the Zendesk customer service platform. The portfolio comprises two primary consulting offerings: CX Assist for companies considering Zendesk implementation, and Zendesk Assist for existing customers seeking optimization. Managed Service Plans (Essential, Professional, Enterprise) provide ongoing maintenance and support, while Admin for Hire packages (Growth, Professional, Enterprise) offer certified Zendesk experts on fractional to full-time basis. Projects and Implementation services cover new deployments, migrations, health checks, and advanced rollouts including AI capabilities (CoPilot, AI Agents, WFM, QA). The company also provides free Starter and Growth pricing plans for direct customers, with an Enterprise plan for larger organizations. The offering architecture is service-based rather than a product platform, focused on implementation, optimization, and ongoing support for the Zendesk ecosystem.
Differentiator
Problem solved
Functional benefit
Brands
- CX Assist: CX vision design and implementation services using Zendesk's AI functionality for companies considering Zendesk
- Zendesk Assist
Products and services
- CX Assist
Quantifiable outcome
- 40% Reduction in Support Costs
- +3 more outcomes
Companies that use Customer Experience Experts
Customer profileNamed customers5 records
Segments6 records
Ideal customer profiles3 records
Customer Experience Experts technology and API
TechnologyTechnology focussed No
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
AI capability6 records
Feature8 records
Customer Experience Experts partnerships and signals
Strategic signalPartnerships
Two partnerships are on record, tiered core and strategic.
- ZendeskcoreZendesk is the primary technology partner. CX Experts is South Africa's #1 Zendesk Partner and Premier Partner, implementing and optimizing Zendesk solutions for customers. They earn commissions from Zendesk on deals and are certified to deliver Zendesk implementations, health checks, and managed services.
- CAPACITIstrategicIn partnership with CAPACITI, CX Experts helps take tech enthusiasts and through enhanced training bootcamp create experts, placing them into meaningful employment in high-skilled roles. This is part of their 'Responsible Recruitment & Impact Sourcing' initiative.
Scale indicators6 records
Recent moves6 records
Expansion highlights6 records
Customer Experience Experts competitors and assessment
Company assessmentDirect peers
- Tymeshift: South Africa-based Zendesk implementation and support partner. Direct competitor in the same regional market, offering similar implementation, managed services, and optimization for Zendesk customers — most directly comparable peer to CX Experts.
- 729 Solutions: US-based Zendesk Elite Partner offering implementation, custom app development, and managed services for Zendesk customers. Closest US-comparable peer with the same partner program tier and similar service catalog.
- 4AM Studios: Zendesk implementation and consulting partner providing custom development, integrations, and ongoing support for Zendesk customers. Comparable as a similarly-sized specialist partner focused on the Zendesk ecosystem.
- Awesome Dynamic: Zendesk partner offering customer experience consulting, implementations, and AI-enabled CX solutions. Comparable scope and customer segment (mid-market Zendesk adopters seeking advanced AI capabilities).
Broad incumbents
- Concentrix: Global customer experience and business process outsourcer operating across multiple platforms including Zendesk, Salesforce, and Genesys. Comparable as a much larger incumbent in end-to-end CX delivery, but broader portfolio and not Zendesk-specialized.
- Teleperformance: One of the world's largest CX and contact center outsourcers. Comparable in providing customer service operations support across regions, but operates at vastly greater scale and across many platforms, not as a Zendesk specialist.
- TTEC: Global CX and digital customer experience solutions provider with services spanning consulting, technology, and operations. Comparable in CX delivery but significantly larger and broader than a single-platform partner.
- Foundever: Global CX outsourcing and digital solutions provider (formerly Sitel). Comparable in delivering outsourced customer support and CX transformation, but at enterprise scale and across multiple platforms rather than Zendesk-specific.
- Sutherland Global: Global digital transformation and CX/BPO services company. Comparable as a large incumbent offering outsourced customer support and CX consulting, but with a much broader portfolio and not specialized in Zendesk.
- Webhelp: Global customer experience and business process outsourcing company (now part of Concentrix-adjacent consolidation). Comparable in CX delivery at scale, but as a broad incumbent rather than a Zendesk-specific partner.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat4 records
Key risks6 records
Key highlights7 records
Customer concentration
Customer Experience Experts social profiles
Digital presenceCustomer Experience Experts financial estimates
Financial estimateRevenue estimate
Valuation estimate
Customer Experience Experts leadership team
Management profileNumber of profiles
Customer Experience Experts funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Customer Experience Experts M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Customer Experience Experts
What does Customer Experience Experts do?
CX Experts provides end-to-end customer experience consulting, implementation, optimization, and managed services for the Zendesk customer service platform. Services include strategic CX design (CX Assist), ongoing admin support and optimization (Zendesk Assist), tiered managed service plans, fractional Admin-for-Hire packages, custom implementation projects, health checks, and advanced AI rollouts. The company sells expertise and certified Zendesk administrator capacity rather than its own software product.
Is Customer Experience Experts a public or private company?
Customer Experience Experts is a private company. It is classified as unknown and is currently operating.
When was Customer Experience Experts founded?
Customer Experience Experts was founded in 2021. It employs 1 to 10 people.
Where is Customer Experience Experts based?
Customer Experience Experts is headquartered in Durban, South Africa, in the Africa region.
How does Customer Experience Experts make money?
Four revenue lines are on record. Commission from Software Vendors are the primary driver. The others are managed Service Plans, admin for Hire Packages and professional Services.
Who are Customer Experience Experts's main competitors?
Direct peers on record are Tymeshift, 729 Solutions, 4AM Studios and Awesome Dynamic. Broad incumbents are Concentrix, Teleperformance, TTEC, Foundever, Sutherland Global and Webhelp.
Does Customer Experience Experts have an API?
No public API is recorded for Customer Experience Experts.
What industry is Customer Experience Experts in?
Customer Experience Experts's product category is Customer Experience Consulting. Its primary akta.pro industry code is BPAHAEAC, Customer Experience (CX) & Digital Experience, with a secondary code of BPAFAEAI, Brand Experience (BX) & Service Design. Its NAICS code is 54161 and its SIC code is 8742.