Zendesk CX Trends 2025 Report

Released: Nov 20, 2024 | Length: 22 pages | Language: English | Resource: Report

AI has ushered in the greatest customer experience revolution of our lifetime. In this new era, companies that are moving swiftly to adopt AI and integrate it deeply into their CX strategies are pulling ahead— realizing tremendous value from AI-based solutions. But not every customer—or employee—experience has been transformed by these tools. There is a clear gap forming between companies that leverage AI effectively in customer service and those that don’t. The same is true for customer service agents: almost half are turning to shadow AI (unapproved, external AI tools) in order to satisfy their needs in the workplace. There is a growing chasm between CX Trendsetters— CX leaders who’ve fully embraced AI—and CX Traditionalists. The latter have lagged behind their peers, often delaying the deployment of AI solutions due to a lack of budget, knowledge, or internal support. In fact, CX Trendsetters outpace Traditionalists in adopting every key AI tool. The data is clear: human-centric AI is the path forward for CX and here are the five trends you need to know to take this approach. Read on to know more.