Zendesk CX Trends Report 2025:
The latest study on the future of customer service
Zendesk presents the 7th annual CX Trends Report – your roadmap through the transformative era of customer care. Based on surveys of over 10,000 consumers and executives from 22 countries, this report reveals how artificial intelligence is completely redefining the customer experience.
Why this report is a must-read for decision makers:
- 90% of CX leaders confirm strong ROI from AI
- Exclusive insights into 5 key trends shaping customer expectations
- Strategies to become a CX trendsetter
The key insights
1 AI-driven automation
90% of CX pioneers see positive results from AI tools.
90% believe that 80% of customer enquiries will be resolved without human intervention in future.
2. Human AI agents build trust
64% of customers prefer AI agents that are empathetic, friendly and creative.
Companies that rely on ‘human-centric AI’ promote customer loyalty and increase efficiency.
3. Personal AI Assistants take over
67% of consumers would like to delegate routine tasks to personal AI assistants.
AI assistance tools create a seamless, efficient customer experience.
4 Voice AI: The new dimension
60 % of consumers want voice AI technologies that enable natural interactions.
Multilingual capabilities open up new markets and reduce language barriers.
5. Personalisation as the key to loyalty
61% of customers expect more customised experiences through AI.
CX pioneers are using new metrics to measure customer loyalty in an AI-driven world.
↓ Download CX-Trends 20205 here ↓
Customer testimonials
We are here to help!
Many customer support team issues can be solved through integrations and automations, freeing up time to focus on customer relationship management instead of software administration.
Zendesk support extensions are a great way for organisations to provide the best customer experience through automation. Leafworks is one of the leading experts in Zendesk and has developed integrations that automate processes, such as updating tickets with CRM software like Salesforce Service Cloud, and reduce redundant data entry.
We’ve developed many Zendesk solutions for organisations large and small, so we know what companies are looking for when they decide to upgrade their system. If you’d like to talk about anything Zendesk related, get in touch and we’ll be happy to help.
Robert Cwicinski
CRM Expert
- Customer Experience
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