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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 that organisations use to better serve the customers of tomorrow.
Research you can use, and trust
See the future, today
While some trend reports explore things that have already happened, CX Trends looks ahead to find the emerging innovations driving impact in service. Our future-focused research helps CX leaders and Zendesk R&D teams better understand changing customer behaviours, then strategise on how to meet their expectations.
8 years of proven expertise
CX Trends has consistently predicted technology trends that have transformed service. From AI agents to multimodal experiences, our track record speaks for itself.
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.
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.
