Zendesk’s 2025 Customer Experience Trends Report: The Human Touch in AI
Zendesk’s latest Customer Experience (CX) Trends Report for 2025 sheds light on a transformative shift in customer expectations: today’s consumers demand AI-driven interactions that feel personal, human, and engaging. This seventh annual report, based on insights from over 10,000 global consumers and business leaders, identifies five pivotal trends reshaping customer service. It emphasizes how human-centric AI is redefining customer loyalty and providing businesses with a strategic edge.
The Rise of CX Trendsetters
The report highlights a widening gap between forward-thinking companies leveraging AI—dubbed “CX Trendsetters”—and businesses clinging to traditional methods. As expectations soar, companies adopting AI with a focus on empathy and personalization are excelling, building trust, and driving loyalty. CX Trendsetters experience measurable gains, including a 33% higher rate of customer acquisition, 22% improved retention, and 49% higher cross-sell revenue. These figures underscore that adopting thoughtful AI strategies is not just a customer experience enhancer but also a revenue driver.
“AI is more than just another tool; it’s an opportunity to forge stronger connections with customers,” said Tom Eggemeier, Zendesk’s CEO. “When brands prioritize human-centered AI, they don’t just streamline processes; they build trust and loyalty. This report demonstrates that integrating empathy and personalization into AI is essential for fostering enduring relationships in a rapidly evolving world.”
Key Trends Shaping CX in 2025
1. Autonomous Service with AI Copilots
Businesses are embracing AI copilots to streamline operations by managing routine tasks and improving efficiency. These tools empower agents to focus on more complex issues, delivering smoother and more scalable experiences. In fact, 73% of agents believe AI copilots would enhance their job performance.
CX Trendsetters report significant benefits from these tools, with 90% observing positive returns. However, the rise of unapproved “shadow AI” tools—with usage jumping 250% in some industries—poses risks to customer privacy and service quality. As autonomous customer interactions grow—with 75% of leaders expecting 80% of queries to be resolved without human involvement—prioritizing secure and reliable AI solutions is critical.
2. Building Trust with Human-Like AI Agents
Modern consumers value AI interactions that feel natural, with 64% more likely to trust AI demonstrating traits like empathy and friendliness. Companies investing in relatable and authentic AI are seeing substantial improvements in satisfaction and loyalty. This approach allows businesses to differentiate themselves and build lasting customer relationships.
Shabib Sheikh, Vice President of Customer Support and Success at Vagaro, shared: “AI is a game-changer for us. Using Zendesk’s AI, we’ve resolved 44% of incoming requests, reduced resolution times by 87%, and achieved a 92% customer satisfaction rate, setting a new standard in the beauty and wellness industry.”
3. Personal AI Assistants Revolutionize Interactions
As personal AI assistants like Siri and Alexa become integral to daily life, consumers increasingly expect similar experiences in customer service. Sixty-seven percent are ready to delegate tasks like order tracking and personalized recommendations to AI, signaling a shift towards assistant-driven interactions.
Forward-thinking businesses are already designing seamless, AI-led experiences where routine tasks are handled by AI, freeing human agents to focus on complex challenges. By prioritizing instant, assistant-first solutions, these companies meet consumer demands for convenience and responsiveness.
4. Voice AI Takes Center Stage for Complex Issues
Advancements in Voice AI are transforming how customers handle intricate problems. Half of all consumers have engaged with Voice AI and find its conversational approach appealing for nuanced inquiries.
Voice AI enables businesses to connect with customers across platforms like phone, messaging, and in-app channels. This technology fosters a sense of understanding and efficiency, particularly valuable for complex issues. Notably, 90% of CX Trendsetters view Voice AI as the next evolution in customer communication.
5. Personalization Redefines Loyalty
Tailored interactions are now a cornerstone of customer loyalty, with 61% of consumers expecting personalized experiences. Conversely, 63% would switch to competitors after a single bad experience, highlighting the critical role of personalization.
Companies embracing AI to personalize customer interactions are seeing significant benefits. Trendsetters focusing on tailored experiences are 128% more likely to report high returns on AI investments, solidifying their leadership in the AI-powered CX landscape.
Charting the Path Forward
Zendesk’s 2025 CX Trends Report offers a comprehensive guide for businesses aiming to excel in an AI-driven era. By adopting a human-centric approach that prioritizes empathy, personalization, and transparency, companies can meet evolving customer demands and position themselves as leaders.
For an in-depth exploration of these trends and actionable strategies, download the full Zendesk 2025 CX Trends Report. Discover how your business can leverage AI to become a CX Trendsetter and build lasting customer loyalty.