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Unlock the power of intelligent CX

With 70% of CX leaders rethinking their entire customer journey, this is the year of massive transformation. Zendesk is revealing ten trends that are pushing the customer experience towards a smarter future.

of consumers believe the way they interact with a company will completely change within two years
of CX leaders believe that bots can build a stronger emotional connection with customers
of consumers believe that AI has become a modern part of customer service
2024 Report

Ten trends.
Three innovative areas.
One full report.

Zendesk is back with the sixth annual CX Trends report. This year, we’re sharing how rapid innovations in AI and other emerging tech are claiming the spotlight, and discussing the ways leaders are getting ahead of the big change.

AI + intelligent experiences

Learn how AI is altering the role of chatbots to the point where 64% of CX leaders are increasing their investments in evolving chatbots. Discover how AI transparency is a top priority and how generative AI is offering personable and interactive experiences.

Data + trustworthy experiences

Our report indicates that 77% of CX leaders see themselves as responsible for making sure customer data is safe. Know what’s next for security and data privacy, and ways to responsibly use customer data to deliver instant experiences.

Next gen + immersive experiences

The next wave of CX is near, with 56% of organisations planning to integrate conversational commerce within the next year. Learn how emerging tech is influencing conversational commerce, voice and phone support and agent management tools.

Zendesk Insights

Take action on the trends

You read the report and learnt about the trends. Now, Zendesk is sharing insights on best practice so you can meet evolving consumer demands, build loyalty and drive growth. Discover how CX leaders can use AI to revolutionise service, ensure robust data privacy and enhance conversational commerce.

Best practice for AI + self-service

Discover strategies on how to boost self-service efficiency and quality with AI, from enhancing knowledge bases to upgrading chatbots into AI agents.

Best practice for data privacy

CX leaders are stepping into their pivotal role of ensuring compliance, building trust and mitigating risks in a world where customer expectations are at an all-time high. Learn approaches to easily manage this new frontier of data privacy.

Best practice for conversational commerce

Address consumer demands for instant, comprehensive service. We explore the shift towards conversational commerce as a pivotal element in enhancing customer experience and driving retail growth.

Report topics

Know the trending topics

When it comes to CX Trends, there are plenty of learnings to go around. Search for information that interests you and unlock all the insights. Our library is always open.

Search by topic

  • The balance between empathy and efficiency is possible with generative AI. CX leaders believe it can offer experiences that feel interpersonal and engaging.

    Dive deeper

    Find out how generative AI is humanising the customer experience in Trend 1.

    Learn more about boosting self-service efficiency in our AI + self-service best practice guide.

  • The reputation and use of AI-powered chatbots are evolving fast. CX leaders are starting to view chatbots as digital agents who can do much more.

    Dive deeper

    Find out how chatbots are becoming a game changer for every CX organisation in Trend 2.

    Learn more about basic chatbots transforming into AI agents in our AI + self-service best practice guide.

  • The relationship between agents and AI is on everyone’s mind. Many CX leaders believe AI will elevate human intelligence, not replace it.

    Dive deeper

    Find out how AI is redefining roles seen by leaders and agents in Trend 3.

    Learn how agents are becoming more efficient using AI in our AI + self-service best practice guide.

  • Consumers want to know what data feeds the AI representing your business. Businesses that are open about how they handle customer data increase their trustworthiness.

    Dive deeper

    Find out how to keep the dialogue on AI use flowing between you and consumers in Trend 4.

    Learn how and when to disclose the use of AI in our AI + self-service best practice guide.

  • The demand for quality experiences includes these ingredients: speed, anticipation and hyper-personalised delivery of relevant information.

    Dive deeper

    Find out how to offer immediate support that feels one of a kind in Trend 5.

    Learn how to drive growth with instant personalisation in our conversational commerce best practice guide.

  • CX leaders know the responsibility of keeping customer data safe continues to pile on their plate, while also catering to consumer demand for greater personalisation.

    Dive deeper

    Discover what steps CX leaders are taking as the new drivers of data privacy in Trend 6.

    Learn how to eliminate privacy risks in our CX + data privacy best practice guide.

  • Due to data breaches and cyber attacks on customer data, integrating security measures throughout the customer journey is now a requirement, but must be achieved without compromising the seamless experiences consumers want.

    Dive deeper

    Learn how to safely protect the entire customer journey in Trend 7.

    Learn why security in CX needs to be prioritised in our CX + data privacy best practice guide.

  • Consumers want more from digital shopping experiences, like immersive digital interactions that provide instant product guidance and information. 

    Dive deeper

    Explore how to take your digital shopping experience to the next level in Trend 8.

    Learn how to turn CX interactions into revenue generating opportunities in our conversational commerce best practice guide.

  • Channels like voice and phone support are evolving to serve a greater role in resolving more complex, escalated customer inquiries.

    Dive deeper

    Discover how voice and phone support duties are transforming in Trend 9.

    Learn how to keep conversations going across channels in our conversational commerce best practice guide.

  • Advancements in predictive agent management tools are making it easier to accurately forecast team needs.

    Dive deeper

    Find out how to use the latest technology to anticipate your team’s needs in Trend 10.

    Learn how to safeguard customer data in our CX + data privacy best practice guide.