Where every transfer begins with trust: how Xe and Ria scale seamless support with Zendesk
As part of Euronet Worldwide’s global money transfer network, Xe and Ria Money Transfer partnered with Zendesk to unify systems, scale support, and deliver faster, more human-centric service. With Zendesk Suite, Messaging, and AI in place, AI Agents now handle over 35,000 chats each month—with 40% resolved end-to-end by automation—helping reduce handle times by double-digit percentages, all while maintaining a strong focus on trust and empathy.
“Everyone lives and breathes CX in our business. We build deep, personal relationships—with agents, correspondent partners, banks, and, above all, our customers.”
Sarah Bernhardi
Chief Customer Officer
“Zendesk has democratised the design of our customer experience. Our teams see how quickly and easily change happens on the platform. They feel empowered to make suggestions—and when something adds value, it’s live in a matter of hours.”
Sarah Bernhardi
Chief Customer Officer
Ria Money Transfer founded
1987
Ria Money Transfer
over 600,000 locations in more than 190 countries
Xe Money Transfer founded
1993
Xe Money Transfer
money transfers supported in 200+ countries
35,000
chats handled by AI Agents monthly
40%
of chats resolved end-to-end by automation
70%
AI Agent CSAT
1,500
Zendesk users
More than a transaction, every time
Behind every money transfer is a story of connection and care. For millions of people working across borders, sending money home isn’t just a financial transaction—it’s a way to stay close to the people they love. That’s where Euronet Worldwide plays a vital role. Through its flagship consumer brands, Xe and Ria, the company enables fast, secure, and reliable cross-border payments that help families stay connected—no matter where life takes them.
Serving distinct customer segments, Xe and Ria are united by a shared mission: to make money transfers simple, accessible, and stress-free. Xe equips over 280 million users each year with trusted currency tools and digital-first services that simplify international exchange. Ria, with a presence in more than 190 countries and over 600,000 locations worldwide, makes it easy for people to send money quickly and affordably—often to communities where financial access matters most.
At the heart of this global operation is a customer experience philosophy that’s deeply personal. Across Xe and Ria, support teams aren’t just service providers—they’re users too. “Everyone lives and breathes CX in our business,” says Sarah Bernhardi, Chief Customer Officer. “We build deep, personal relationships—with agents, correspondent partners, banks, and, above all, our customers. Many of our team members regularly send money home themselves, so we use the same products we support. It keeps us close to the experience we’re here to deliver.”
This shared perspective creates something powerful: a service culture built on empathy, insight, and genuine understanding. When employees know the customer experience intimately, they’re equipped to improve it meaningfully—not from assumptions, but from lived connection. For Xe and Ria, great service isn’t just a standard to meet. It’s a commitment grounded in real life.
A world of enquiries, one missing link
As Xe and Ria expanded globally, so did the volume and variety of customer enquiries—spanning phone, chat, email, and in some regions, even fax and post. This broad channel mix was essential to staying connected with customers, but managing it was becoming increasingly complex.
Multiple platforms were running side by side, each covering different parts of the customer journey. Agents had to switch between tools, slowing down service and making consistency hard to maintain. For Sarah Bernhardi and her team, the growing disconnect between systems and experience was no longer sustainable.
“We needed to bring everything together in one place,” says Bernhardi. “The more channels we opened, the more disjointed the customer view became. Our goal was to simplify the operation—not just for our teams, but for the people we serve.”
And those people were relying on Xe and Ria more than ever. While most transfers are completed in minutes, delays—caused by factors like public holidays or incorrect inputs—can occasionally occur. In those moments, customers need speed, clarity, and reassurance. Without a complete customer view, agents couldn’t always respond with the confidence or context required.
What Xe and Ria required was no longer just a better system—they needed a unified experience. One that could scale with demand, empower support teams, and ensure every customer interaction was fast and informed.
From keeping up to leading the conversation
Zendesk became the platform to bring that vision to life. With every customer interaction now managed in one place, Xe and Ria gained the clarity and control they needed to simplify service and scale with confidence.
With team members often moving from frontline to leadership, Zendesk’s ease of use meant the platform could grow with them—intuitive to adopt, and powerful enough to evolve.
Just as importantly, it gave teams a voice. “Zendesk has democratised the design of our customer experience,” says Bernhardi. “Our teams see how quickly and easily change happens on the platform. They feel empowered to make suggestions—and when something adds value, it’s live in a matter of hours.”
AI Agents added another layer of scalability. By automating routine enquiries across multiple languages and channels, Xe and Ria could deliver faster responses—without losing the human touch customers rely on.
The complexity was gone. The foundation was strong. Xe and Ria now had a platform built to scale with ambition—not complexity.
Trust built in, speed delivered, scale enabled by Zendesk AI
With Zendesk at the core of their CX operation, Xe and Ria have redefined how support works—and how it feels. What began as a system upgrade has become the foundation for speed, scale, and smarter service.
Zendesk now supports 1,500 users globally, enabling fast, consistent service across every region. “Resolution times fall quarter after quarter,” says Bernhardi, “often with double-digit improvements.”
This momentum is amplified by automation. Zendesk AI Agents now handle 35,000 chats each month—and fully resolving 40%—they support customers across languages, time zones, and topics. With an AI Agent satisfaction score of 70%, automation is proving both trusted and effective.
Continuous feedback reinforces this progress. “I would say every 10 seconds we’re getting a CSAT survey landing back into Zendesk,” says Bernhardi. “We’re seeing thousands of CSAT surveys every week.” That constant stream of feedback gives teams real-time insight into customer sentiment—and the ability to act on it immediately.
For Xe and Ria, success means more than scale. It means faster responses, smarter automation, and a deeper understanding of what customers really need—all powered by a platform built to grow with them.
CX that listens, learns, and leads
The transformation Xe and Ria is achieving with Zendesk isn’t just about simplifying systems—it is about creating a more agile, responsive way to serve people. And now, with a strong foundation in place, they’re ready to take that even further.
As volumes grow and digital behaviours shift, the focus is turning from resolution to anticipation. Xe and Ria are investing in automation that doesn’t just react, but predicts—surfacing answers before customers even reach out, and solving the most common questions with minimal effort and maximum clarity.
But for Sarah Bernhardi and her team, technology only works when it strengthens human connection. “We’re digital-first, not digital-only,” Bernhardi says. “Choice will always belong to the customer—but it’s on us to make digital feel effortless.”
That mindset—combining intelligent automation with lived empathy—is what will define the next phase of customer experience at Xe and Ria. And it’s why Zendesk remains more than just a platform. It’s a partner in every sense: enabling scale, unlocking insight, and empowering teams to keep improving, every day.
Because when your employees are your customers, and your mission is built on trust, good service isn’t just a goal. It’s a promise—and a product of the people and technology behind it.
