Imagine converging customer experience (CX), employee experience (EX), and marketing all together! Sounds difficult right?

By placing people at the center of its digital transformation, AVON has achieved a staggering 98.4% employee satisfaction rate. However, this story is about far more than internal operations. It’s a blueprint for B2B tech marketers and growth teams on how to scale trust, efficiency, and impact.

AVON’s HR Transformation: More Than an Internal Win

AVON’s shift from a traditional direct-selling model to a dynamic, omni-channel organization required a total overhaul of internal systems. Legacy tools couldn’t keep up with global expansion, multilingual support needs, or expectations for rapid, seamless service.

With Zendesk as its core platform, AVON built a unified experience that modernized HR operations, increased support efficiency, and significantly improved satisfaction. This wasn’t just an IT project but a strategic business initiative. By creating a system that empowered employees, AVON unlocked agility, consistency, and culture-wide engagement.

Why This Matters to Tech Marketers and B2B Growth Teams

Do you know how AVON’s journey is related to lead generation, tech marketers and B2B growth leaders? AVON’s journey is packed with lessons that speak directly to the core of your mission: building connections, driving engagement, and fueling sustainable growth.

B2B marketing is no longer just a road to campaigns and content. It’s about finding multiple paths to orchestrating meaningful experiences across multiple touchpoints, aligning internal teams with external promises, and using technology to bridge the gap between expectation and delivery. That’s exactly what AVON accomplished.

Trust is the New Performance Metric

Just as AVON focuses on building trust with employees, tech marketers must do the same with their audiences. Buyers today are skeptical of generic outreach and demand personalized, transparent engagement. The lesson? Start with trust, and scale with tech.

Seamless Experiences Build Loyalty

AVON’s support model removed friction at every touchpoint. For marketers, this means mapping and refining your lead journey to ensure every interaction ranging from ad click to email to demo request feels natural and intuitive.

Integrated Systems Drive Smarter Campaigns

AVON with the assistance of Zendesk unified support across geographies and languages. Marketers can replicate this by connecting CRM, marketing automation, and customer support tools to build real-time, insight-driven campaigns that actually convert.

Data is Your Secret Weapon

The AVON team didn’t just deploy Zendesk and walk away. They monitored usage, identified patterns, and optimized accordingly. Growth marketers should treat every campaign the same way: analyze, adjust, repeat. Intent data, engagement scores, and sentiment signals are critical for refining outreach.

Recommended: How Zendesk Built the World’s Best AI-First Service Catering to Humans

How can tech marketers translate these operational insights into campaign strategy?

1. Audit Your Experience Ecosystem

Start by reviewing your lead journey. Are there silos between marketing and sales? Are prospects getting inconsistent messaging or delayed responses? Identify and resolve friction points.

2. Put People at the Center

Whether it’s a lead magnet or a product tour, your content should serve real human needs—not just push products. AVON puts employees first; you should put users and buyers first.

3. Align Your Stack

Ensure your tools talk to each other. Like AVON’s Zendesk implementation that spanned HR, IT, and support, your marketing systems must be tightly connected to deliver timely, personalized experiences.

4. Make Trust Measurable

Track more than clicks. Monitor sentiment, response time, engagement consistency, and NPS. AVON’s 98.4% satisfaction rate wasn’t accidental, it was measured, refined, and scaled.

IntentTech Insights™ POV: Why We’re Featuring This Story?

At IntentTech Insights™, our mission is to help B2B marketers, tech leaders, and growth teams navigate complexity with clarity. We deliver strategic intelligence across 150+ tech domains, from AI and SaaS to HR tech and cybersecurity.

AVON’s Zendesk journey is more than a case study – it’s a signal. It proves that operational excellence and user-centric design are growth multipliers. We spotlight these stories because they reveal when technology is paired with intent and insight they can transform into go-to-market strategies.

As a trusted source for B2B growth intelligence, we believe this story reflects the future of marketing: where trust and technology intersect.

Don’t Just Read About It. Experience It.

AVON’s results didn’t happen overnight. They were the product of strategic planning, platform unification, and a relentless focus on human connection. Tech marketers can learn a lot from that.

Get an advantage of improving your business results

Join Zendesk and AVON on April 23 for a 45-minute digital event that explores how to modernize support, unify systems, and put people’s choices first in an action to improve business outcomes.

Zendesk Customer Spotlight Event:

Title – AVON masters the HR makeover with 98% employee satisfaction

Date –  Wednesday, April 23

Time –  10:00 AM PT / 1:00 PM ET

Venue – Virtual Event (45 minutes)

Hear directly from Karolina Michalska and discover how you can build a scalable support model that drives employee satisfaction, trust, and business growth.

FAQs

Q1. How did AVON achieve a 98.4% employee satisfaction rate?

AVON upgraded its internal support infrastructure using Zendesk, which streamlined HR operations across 32 markets. This transformation reduced resolution time to just over 4 hours, significantly enhancing the overall employee experience.

Q2. What benefits did AVON gain after integrating Zendesk into their HR services?

The integration led to increased efficiency, reduced costs, and consistent support for more than 5,000 employees worldwide. It also preserved AVON’s cultural values while modernizing their support systems.

Q3. Why is AVON’s transformation important for tech marketers?

AVON’s approach highlights the importance of aligning internal systems with external promises. By focusing on employee experience, they built trust and operational efficiency—key factors for tech marketers aiming to boost customer engagement.

Q4. What role did Zendesk play in AVON’s HR transformation?

Zendesk served as the central platform that unified multiple support systems, enabling AVON to deliver timely, personalized assistance to employees while boosting both satisfaction and agility across the organization.

Q5. How can other businesses replicate AVON’s success in employee satisfaction?

Companies can start by auditing their current support systems, aligning efforts with employee needs, implementing robust platforms like Zendesk, and continuously measuring satisfaction to guide improvements based on real data.

To participate in our interviews, please write to our IntentTech Media Room at sudipto@intentamplify.com