AI-powered personalization, loyalty and
human-like interactions redefine success for CX leaders
SAN
FRANCISCO, Nov. 20, 2024 /PRNewswire/ -- Zendesk's
2025 Customer Experience (CX) Trends Report reveals a pivotal
shift in customer expectations: today's consumers demand AI
interactions that feel more human, personalized, and engaging than
ever before. Drawing on insights from over 10,000 global consumers
and business leaders, Zendesk's seventh annual report uncovers five
critical trends that will shape the future of customer service,
underscoring how human-centric AI is redefining customer loyalty
and becoming a strategic edge for companies.
The report highlights a growing divide between companies that
embrace AI, termed "CX Trendsetters," and those lagging behind in
traditional approaches. As consumer expectations continue to rise,
businesses that integrate AI with a focus on empathy and
personalization are gaining a strong advantage, building trust, and
boosting customer retention. In fact, CX Trendsetters experience
33% higher customer acquisition rates, 22% higher customer
retention rates, and 49% higher cross-sell revenue, proving a
thoughtful approach to AI can be transformative—not just for
creating memorable and meaningful customer experiences but also to
the bottom line.
"AI should be more than just another technology we use—it's a
way to bring companies and customers closer, and it's redefining
the relationships we can build," said Zendesk CEO Tom Eggemeier. "At Zendesk, we believe that
AI should be in service to humans and help companies understand and
better connect to their customers as individuals. When brands focus
on creating genuine, human-centered AI interactions, they don't
just make things run more smoothly—they create trust, loyalty, and
a lasting connection. This report shows that putting customers at
the heart of AI is more than a smart strategy; it's becoming the
new standard for building loyalty in a rapidly changing world."
Five Key Trends from Zendesk's 2025 CX Trends Report
1. Autonomous Service Accelerates with AI Copilots
Companies are embracing AI copilots—AI tools that support agents
by managing routine tasks and enhancing efficiency—as they move
toward autonomous service models. Seventy-three percent of agents
believe that having an AI copilot would help them do their job
better, freeing them up to focus on more complex issues, enabling a
smooth and scalable experience.
While 90% of CX Trendsetters report positive returns on AI tools
for agents, as copilots improve both the customer journey and
operational agility, the use of shadow AI–external tools unapproved
for agent use–has jumped up to 250% year-on-year in some
industries. This is putting customer privacy, security and service
quality at risk.
As CX leaders move towards a model of autonomous CX, with 75% of
CX leaders expecting 80% of customer interactions to be resolved
without human intervention in the next few years, they are
entrusted with the responsibility to ensure their customers' data
is kept safe and secure by providing AI solutions that prioritize
reliability and security.
2. Consumer Confidence Rises with Human-Like AI
Agents
In 2025, consumers are looking for AI that goes beyond
efficiency and feels genuinely human. With 64% of consumers saying
they are more likely to trust AI agents that embody traits like
friendliness and empathy, companies are prioritizing AI that's
engaging, relatable and authentic.
This focus on human-like AI is yielding strong results. CX
leaders who invest in this approach report a significant boost in
customer satisfaction and loyalty. By infusing AI with personality
and warmth, companies are better positioned to meet rising
expectations, differentiate themselves from competitors, and build
lasting relationships with customers.
Shabib Sheikh, Vice President of
Customer Support and Success, Vagaro, says "AI is an integral part
of who we are and it's allowing us to do more with less. By
leveraging Zendesk's AI, we've resolved 44% of incoming requests,
reduced resolution time by 87%, and most importantly increased CSAT
to 92%—setting a new standard for the beauty and wellness
industry."
3. Personal AI Assistants Shape the Future of Customer
Interactions
Personal AI assistants, like Siri and Alexa, are becoming
integral to daily life, leading consumers to expect
assistant-driven experiences in customer service, too. Sixty-seven
percent of consumers are ready to delegate tasks like tracking
orders and receiving personalized recommendations to AI, indicating
an opportunity for companies to embrace assistant-first
experiences. This shift marks the beginning of a more convenient,
AI-led interaction model that frees consumers to focus on what
matters most to them.
CX leaders preparing for an assistant-first world are already
ahead, designing seamless interactions where AI handles routine
requests, allowing human agents to focus on high-impact areas. With
consumers increasingly expecting instant service through AI
assistants, companies that prioritize these tools will deliver the
frictionless, responsive experience that today's customers
demand.
4. Voice AI Gains Ground as the Preferred Channel for Complex
Issues
As Voice AI technology advances, customers are finding it easier
to articulate their needs through voice, particularly for complex
issues. Half of consumers have already engaged with Voice AI and
want to adopt these technologies for their ability to have natural
and conversational interactions.
By helping companies better connect with consumers across
multiple platforms, including phone, messaging, and in-app, Voice
AI offers consumers the sense of being "heard" and understood.
This capability is especially valuable in handling nuanced
inquiries, as Voice AI provides a more seamless experience that
resonates with users seeking efficient yet personal support. In
fact, 90% of Trendsetters recognize it as the next evolution in
customer communication.
5. Personalization Redefines Customer Loyalty
Personalized service is now a defining feature of customer
loyalty, with 61% of consumers expecting AI-driven interactions to
feel tailored to them. As their expectations for great service
rises, consumers have increasingly low tolerance for bad
experiences, with 63% willing to switch to a competitor due to just
one bad experience - a trend that's grown by 9% year-on-year.
As CX leaders double down on personalization to enhance customer
relationships, loyalty is becoming the ultimate power metric in
today's competitive landscape. Through personalized recommendations
and tailored responses, AI enables companies to create unique,
meaningful experiences that meet and exceed customer expectations
for relevance and value.
Fifty-six percent of companies seen as Trendsetters are
prioritizing using AI to personalize the customer experience. As
they embrace AI, they are realizing tremendous value and are 128%
more likely to report high ROI from AI, solidifying their position
as leaders in the AI-powered CX era.
The Path Forward for CX Leaders
Zendesk's 2025 CX Trends Report offers a roadmap for businesses
looking to thrive in an AI-driven world. Companies aiming to lead
must integrate AI with a human-centric approach, focusing on
empathy, personalization, and transparency to meet customer
demands. Download the full Zendesk 2025 CX Trends Report
here for a comprehensive look at the five trends shaping the
future of customer experience and the steps companies can take to
become CX Trendsetters.
Methodology
Data from CX Trends comes from two survey sources. Zendesk
surveyed nearly 5,100 consumers and 5,400 customer service and
experience leaders, agents and technology buyers across 22
countries and organizations, ranging from small business to
enterprise. The data was collected between June and July 2024. Results from each survey were weighted
to remove bias from the survey samples.
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SOURCE Zendesk, Inc.