About CX Trends
Leading trusted CX research for the last decade
For 8 years, CX Trends has helped leaders prepare for the changing world of customer service. Through key signals, unbiased data, and expert perspectives, CX Trends becomes a resource organizations use to better serve the customers of tomorrow.
Research you can use, and trust
8 years of proven expertise
For nearly a decade, CX Trends has consistently predicted the technologies that have transformed service. From AI Agents to multimodal experiences, our future-focused research helps teams spot patterns early, so you can stay ahead of customer’s expectations.
A thorough methodology
We validate each trend through an intensive research process: 6,182 consumers, 5,115 CX professionals, across 22 countries. Early technology adopter interviews. Market analysis. Global surveys. We do it all to ensure our insights are as real as they come.
Zendesk named a leader
Zendesk named a Leader in the 2025 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center.
Reports
Step into the future of CX
Today’s consumers want faster, smarter, more personalized service. Brands can meet these demands by leveraging contextual intelligence. Zendesk CX Trends 2026 reveals 5 trends to help you embrace the next generation of AI.
