Zendesk Research: 5 Trends That Will Change the Way You Deliver Customer Experience

Customer experience (CX) is changing faster than ever. One thing is clear: artificial intelligence (AI) is changing how we interact with customers and deliver value. Zendesk recently released its CX Trends 2025 Report, which explores the five trends driving this change and what businesses can do to stay ahead of the curve.

Let’s look at the five key takeaways and what they mean for your organization.

1. The Rise of CX Trendsetters: The Companies That Are Pioneering AI and Customer Experience

In 2025 and beyond, the success of CX initiatives will depend on a company’s ability to embrace AI-powered solutions. CX Trendsetters—the companies embracing AI early and with purpose—are outpacing their more cautious peers. These companies use AI to supercharge personalization, optimize operations, and create meaningful customer experiences.

Key Insight: Early adopters are 128% more likely to report significant ROI from AI in CX.

If your team hasn’t started integrating AI yet, it’s time to start. The gap between Trendsetters and Traditionalists is growing.

Download the full Zendesk CX Trends 2025 Report to learn how forward-thinking companies are using AI to set the bar.

2. Human-Centric AI: The New Standard

Today’s customers want more than just automation; they want personal AI interactions. In fact, 64% of consumers trust friendly and human-like AI agents. However, human agents still play a vital role in addressing complex issues and creating emotionally resonant experiences.

Take Lush, for example. Using AI to augment their processes while maintaining a personal touch helped the retailer achieve an 82% one-touch resolution rate.

Your customers deserve the same level of care. Download the full report to learn how human-centric AI fosters loyalty and trust.

3. The Rise of Personal AI Assistants

Imagine a world where your customers don’t have to pick up the phone or send an email to get help. Instead, personal AI assistants handle everything from order tracking to appointment scheduling, analyzing customer interactions to provide personalized solutions.

In fact, 67% of consumers are ready to hand over customer service tasks to AI assistants.

Businesses integrating AI assistants will have a significant advantage as this shift occurs. Is your organization ready for this next step in CX?

Download the report to learn how to prepare for an assistant-first future.

4. Voice AI: Amplifying Customer Voices with Interactive Voice Response

Voice AI is revolutionizing the way we communicate naturally and effectively. Interactive voice response (IVR) systems are AI-powered tools that change the customer experience. Over half of consumers have used advanced Voice AI, and 60% want businesses to use it across all touchpoints.

Whether streamlining interactions or enabling multilingual communication, Voice AI is quickly becoming necessary for delivering a modern CX.

Ready to learn more about Voice AI for your business? Download the full report to learn how it can help you deliver better customer service.

5. Personalized Experiences: The Secret to Unprecedented Loyalty

AI-driven personalization is no longer just a buzzword—it’s a must-have. Today’s consumers expect personalized experiences, and 61% expect more personalized service through AI.

Trendsetters are leading the way, using AI to deliver everything from customized product recommendations to personalized support responses. The result? Increased customer loyalty and stronger relationships.

Want to learn more about how personalization can help you deliver better CX? Download the Zendesk CX Trends 2025 Report to get the insights you need.

Your Roadmap to CX Success

The Zendesk CX Trends 2025 Report is more than a prediction—it’s a roadmap for success. At BrainSell, we’re here to help you implement the right tools, strategies, and innovations to help you deliver better CX and increase customer satisfaction.

Don’t wait to become a CX Trendsetter! Download the full report, and let’s talk about how BrainSell can help you create a competitive advantage in this AI-driven world. Reach out today!