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Current readings
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Checked all 130 current publications. Showing up to 30 connected readings, ordered by original source date.
Zendesk’s 2025 Customer Experience (CX) Trends Report argues that companies can build customer loyalty by making AI interactions more personal and human-like, rather than focusing on efficiency alone. The report draws on surveys of consumers and business leaders, agents and technology buyers, and describes five trends: AI copilots for agents, human-like AI agents, personal AI assistants, Voice AI, and personalization.
Zendesk links these trends to business outcomes. It reports that CX Trendsetters—companies it contrasts with those using more traditional approaches—have higher customer acquisition, retention, and cross-sell revenue. The report also describes a tension: it expects more customer interactions to be handled without human intervention, while warning that unapproved “shadow AI” tools can put customer privacy, security, and service quality at risk.
These findings are Zendesk’s account of survey results, not evidence here that the reported differences were caused by AI or will hold across companies. The published methodology says surveys were conducted across 22 countries in June and July 2024, but this text does not explain how Zendesk classified CX Trendsetters. How were companies classified as CX Trendsetters?
Background & sources
Zendesk is a customer service software company publishing reports and guidance on customer experience, support operations and AI.
No additional background is recorded for this identity. The references below are the basis for this context.
Follow a vendor's research and claims about AI, customer loyalty and support operations.
Context and limitations
A customer service software vendor is an interested party; survey samples and question wording bound its findings, and reported attitudes do not establish loyalty or productivity gains.
Public articles; reports usually require registration
