April 22, 2025 • 3 min read
Executive Summary
Zendesk’s CX Trends 2025 isn’t just a forecast—it’s a wake-up call. Based on surveys of over 10,000 consumers and business leaders across 22 countries, the report draws a bold line between companies that are racing ahead with human-centric AI and those that are falling dangerously behind.
The report identifies five defining trends that will shape the future of customer experience, from AI copilots and autonomous service to the booming demand for personal AI assistants, emotionally intelligent bots, and real-time voice AI.
This isn’t theoretical. It’s what your competitors are already doing—and what your customers are expecting now.
If you're in CX, product, support, or strategy, you can't afford to sit this one out.
Why You Need to Read This Now
70% of consumers already see a clear gap between companies that use AI well—and those that don’t.
In other words, your customers can tell if you’re behind. And worse? So can your employees. Shadow AI usage (when agents use unapproved AI tools) is surging by 250% in some industries, creating security gaps and compliance risks.
This whitepaper delivers not just stats, but a blueprint for closing that gap, aligning your organization, and leading into the era of autonomous CX.
📚 Table of Contents
The Rise of the CX Trendsetter
Why some companies are 128% more likely to report high AI ROI
The traits that separate Trendsetters from Traditionalists
Trend #1: From Copilot to Autonomous Service
How AI copilots are laying the foundation for full automation
What it means for agents, efficiency, and customer outcomes
Trend #2: The Humanization of AI Agents
Why trust, friendliness, and empathy are now AI priorities
How brands like Siemens are using AI to drive loyalty
Trend #3: The Assistant-First Experience
67% of consumers want AI assistants to handle customer service
What this shift means for your channels, tech stack, and journey design
Trend #4: Voice AI as the Next Frontier
Natural-sounding AI is the new IVR
Consumers prefer talking—and they want to be heard
Trend #5: Personalization Is Loyalty
The metrics are shifting: retention, loyalty, and 1:1 experience delivery
Why AI-powered personalization is your next strategic differentiator
How to Stay Ahead
A practical roadmap to become a CX Trendsetter
Benchmarks, success stories, and what to prioritize in 2025
📥 Ready to Lead the Future of CX?
Download the full Zendesk CX Trends 2025 whitepaper and discover how human-centric AI can turn your customer experience into your #1 competitive edge.