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Surge ahead with human-centric AI

Zendesk returns with our seventh annual report, giving you a preview of what’s next in the transformative new era of CX. See how AI is driving strong ROI for 90% of CX leaders and how you can become a CX trendsetter. 

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of consumers see a clear gap forming between those that use AI well and those that don’t 
2025 Trends report

Five trends shaping customer expectations

Today more than ever, consumers are expecting AI-powered interactions in every facet of their experience. With over 10,000 consumers and business respondents surveyed from 22 countries, Zendesk is spelling out the five trends on top of leaders’ minds so you can be ready for what’s next in CX.

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Trend 1

Driven by AI copilot success, companies are racing to adopt fully autonomous service for next-level interactions

79% of agents believe having AI as a co-pilot supercharges their abilities, enabling them to deliver superior customer service. Learn how AI tools are helping early adopters drive efficiency and enhance customer experience.

Hesitancy to integrate AI has opened the door for a year-on-year increase in shadow AI usage by agents

Trend 2

Consumer confidence in AI agents hinges on how engaging, friendly, and human-like these agents become

Learn why 67% of consumers say traits such as creativity, empathy, and friendliness are important, and lead to better outcomes.

AI agent effectiveness for CX trendsetters continues to grow year-on-year, deepening consumer trust

Trend 3

Personal AI assistant popularity prompts companies to prepare for a future where assistants take the lead

AI lending a helping hand across all touchpoints is now more popular than ever. See why 67% of consumers say they want their assistants to handle their CX queries in an AI assistant first future.

81% of consumers believe AI has become essential to modern customer service

Trend 4

Voice AI, with its natural language capabilities, helps consumers feel heard across all touchpoints

The key to a satisfying customer experience starts with consumers feeling heard. Learn why 74% of consumers believe AI that understands and responds to their voice would highly improve their overall experience.

74% of consumers said Voice AI would highly improve their experience when interacting with AI

Trend 5

In a world of AI-driven experiences, personalisation yields customer loyalty like never before

88% of CX trendsetters consider personalisation critical as they incorporate emerging technologies to meet rising customer expectations. Find out how to harness AI tools to drive trust with your customers.

Over half of CX trendsetters view AI personalisation as a top priority, doubling their peers

Nicholas Thompson

CEO of The Atlantic

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