Zendesk + Local Measure: The Next Big Leap in AI-Powered MarTech and CX Innovation

 

Introduction: Ready for the Next Big Thing in CX?

Picture yourself walking into your go-to store, and the employees already have your go-tos on their radar. That’s the kind of personalization that is now within our reach globally, thanks to the recent 2025 purchase of Local Measure by Zendesk. This game-changing move is shaking up the way brands are providing customer experience (CX) through AI and automation.

In this article, we’ll explore the impact of Zendesk’s acquisition of Local Measure, what it means for AI in MarTech, and how businesses can use these tools to delight customers like never before.

Buckle up, because the future of CX just got smarter.

What’s the Buzz About?

Zendesk and Local Measure: A Perfect Match

Zendesk, the software pioneer behind customer service innovation, acquired Local Measure, a real-time customer engagement platform, to turbocharge its AI-powered solutions. This acquisition unites Zendesk’s automation of CX with Local Measure’s hyper-personalization. They’re reimagining together what fast, personal, and smart customer service will be like. The acquisition unites two innovation leaders in their quest to scale AI to customer success. It establishes a new standard in integrated support and engagement solutions.

“This acquisition is about creating meaningful relationships at scale,” said Zendesk CEO Tom Eggemeier.

Why It Matters: The CX Revolution Is Here

Customer behavior is changing fast. With Zendesk AI and Local Measure’s engagement software, businesses can now provide:

• Personalized interactions at every touchpoint
• Real-time sentiment analysis and decision-making
• Seamless omnichannel support
• Hyper-targeted campaigns

What makes this marriage unique is timing—the patience of consumers is thinner, and expectations are higher. Empathy-driven automation has become the new normal. In a 2025 Forrester report, 75% of US businesses are set to implement AI in MarTech solutions to extend CX operations. Businesses leveraging this revolution are witnessing quicker resolution of support, higher retention, and even more loyal customers.

AI in MarTech: The Winning Formula For CX

MarTech solutions are no longer about automation, but about intelligence. Zendesk has integrated insights from Local Measure into its AI to support new capabilities.

• Foresee customers’ needs.
• Suggest the next best action.
• Design personalized journeys for each customer.

AI in MarTech gives campaigns injections of thinking, delivering predictive analytics and behavioral insights to marketing and support teams. Companies no longer provide reactive service but proactive solutions that are user-friendly.

Applications in the Real World For CX

The impact of Zendesk’s AI-powered voice technology, enhanced by its acquisition of Local Measure, is being felt across multiple industries, reshaping how customer experience (CX) is delivered.

• Retail: In-segment behavioral product suggestions
• Travel: Contextualized alerts in case of delays
• Finance: Real-time fraud detection by AI

All of these applications demonstrate how customer experience is getting more and more contextual and moment-to-moment. Brands no longer make assumptions about what customers need—now, they are sure. Data-driven models are constantly refining their outputs, cutting down user effort, and sharpening problem-solving.

AI in MarTech is the go-to playbook for CX leaders today,” says Sarah Franklin, CMO at Salesforce.

Key Differentiators That Set Them Apart

1. CX Automation at Scale

Zendesk’s automation platform is combined with the contextual AI of Local Measure. Hello to faster ticket resolution, predictive engagement, and lower customer effort. Companies can automate processes that comprehend tone, urgency, and context—without human presence. The AI continues to learn and improve, and the responses get smarter and the waiting time gets shorter.

2. Real-Time Engagement Engine

Local Measure’s real-time data stream allows agents to respond in real time to customers’ behavior and sentiment. Support teams step in through sentiment analysis and context awareness before dissatisfaction is ever expressed in negative feedback. This leads to improved interaction, increased conversions, and less escalation.

3. Unified Agent Workspace

With one intelligent dashboard, agents gain context, history, and AI-driven suggestions—all in one place. The era of tab chaos is officially behind us. This streamlined view reduces agent stress and improves response consistency and speed. AI suggestions are tailored and dynamic.

“This is the most user-centric evolution of support platforms we’ve seen in years,” said Brian Solis, EX-VP and Digital Futurist at Salesforce.

4. Omnichannel AI Support

Social, chat, email, or SMS—Zendesk AI makes the message always timely and to the point. Agents can seamlessly switch between channels. AI holds the context, and it’s simple for users to pick up where they left off without needing to repeat themselves.

Impact of Zendesk’s Acquisition on CX

Zendesk’s acquisition of Local Measure supercharges its ability to deliver AI-powered, voice-first customer experiences at scale. By combining advanced voice tech with real-time data and automation, Zendesk now offers smarter routing, personalized support, and faster resolution. This strategic move bridges the gap between digital and voice channels, creating a seamless and unified CX journey. The result? Elevated satisfaction, lower operational costs, and future-ready customer engagement.

The takeover has a ripple effect across industries:

• Speed: Solutions are faster.
• Accuracy: Human mistake is eradicated through AI.
• Empathy: Customer intention is clearer.

This goes beyond just streamlining operations—it’s a deeper connection with the customer. AI learns about individual tastes, generating micro-personalized moments. It makes each experience smarter and each service moment more personal.

A Harvard Business Review research study discovered that businesses leveraging AI-driven customer experience technology see CSAT (Customer Satisfaction Score) rise by 40% in 2024 alone.

Industries Most Aiding:

E-commerce:

With millions of daily customer touchpoints, e-commerce platforms rely heavily on AI for order tracking, return processing, and product recommendations. Predictive AI helps identify buyer intent, enabling hyper-personalized experiences and 24/7 automated support. Brands like Amazon and Shopify have demonstrated how smart routing and virtual agents can drive both satisfaction and conversions.

Hospitality:

In the hospitality industry, speed and personalization define guest satisfaction. Hotels and travel platforms use AI to offer real-time booking assistance, multilingual support, and proactive communication during service disruptions. AI-enhanced IVR systems streamline reservations, check-ins, and issue resolutions, ensuring guests feel heard and valued instantly.

Healthcare:

For healthcare providers, patient experience is as critical as clinical care. AI enables automated appointment scheduling, real-time symptom checking, and insurance verification, reducing wait times and administrative load. Hospitals using AI-driven call centers report improved patient engagement and reduced no-shows, especially during high-demand periods like flu season.

Banking and Financial Services:

Banks and fintech companies use AI to handle sensitive tasks like fraud detection, KYC verifications, and transaction alerts. Intelligent voice systems empower customers to manage accounts, report lost cards, and get investment advice quickly and securely. AI routing ensures urgent cases reach human agents fast, while routine queries are resolved instantly via automation.

These sectors witness an enormous number of queries, and therefore, automation is the hour of need. Through predictive data and wise routing, they’re saving money while boosting satisfaction rates.

MarTech Industry Customer Service Trends

The MarTech landscape is undergoing a rapid transformation, driven by evolving customer expectations and accelerated by AI-powered innovation. As brands compete to deliver seamless, personalized experiences across digital channels, customer service is emerging as a strategic differentiator rather than just a support function.

1. Predictive Analytics

AI reads between the lines even before the customer utters a word. Such information enables brands to foresee, provide solutions ahead of problems being discussed. It enables next-generation personalization at scale, which is what is demanded today. 

2. Voice AI and Chatbots

Look for more agile, intelligent conversations. These chatbots learn conversation history, tone, and context. Voice AIcano can answer more advanced questions, making customer calls more natural and more efficient.

3. Low-Code Integrations

Agents roll out solutions quickly with fewer assets. Low-code technology allows marketers and CX leaders to create chatbots and workflows without a lot of coding, accelerating innovation cycles.

4. Intent-Based Routing

AI directs tickets by urgency, sentiment, and intent. This guarantees the correct agent deals with the correct issue at the right time, enhancing both agent productivity and customer satisfaction.

“CX automation is no longer a luxury; it’s a competitive edge,” added a Forrester Analyst.

These comments highlight the way AI-first thinking is dominating the MarTech landscape. Professionals agree that the champions will be those who develop forward-looking, data-driven, and emotionally intelligent CX strategies.

Conclusion: The Future Is Here, and It Speaks AI

Zendesk‘s move to acquire Local Measure reshapes the landscape of personalized customer service. AI is currently at the wheel, and companies can now finally deliver meaningful, proactive, and personalized service at scale.

This isn’t innovation—it’s evolution. And your customers are waiting. Those companies that wait for this transition will be left behind. Those who leap now will be tomorrow’s market leaders in retention and loyalty.

FAQs

Q1. What’s Zendesk’s acquisition of Local Measure all about, then?

It’s a strategic buy to combine real-time customer engagement and AI to fuel customer experiences.

Q2. How does Zendesk use AI for customer experience?

Zendesk AI leverages machine learning and Local Measure’s real-time capabilities to automate, personalize, and optimize support.

Q3. What are some customer experience solutions that rely on AI?

They are technology-driven solutions that analyze, predict, and react to customers’ needs through AI.

Q4. Which industries reap the greatest benefits?

Retail, healthcare, travel, and finance realize the greatest benefit of CX automation.

Q5. Is this phenomenon limited to large companies?

Not at all. SMBs are even embracing AI in MarTech to keep up with larger corporations.

Is it time to redefine the way your brand connects with customers? Stay ahead of the trend by leveraging AI-driven MarTech solutions. Join our newsletter to receive the most recent CX news, trends, and insights directly to your mailbox. Discover how your business can differentiate with intelligent, real-time support at its center.

For media inquiries, you can write to our MarTech Newsroom at sudipto@intentamplify.com