2025 CX Trends: AI redefines everything

Over the past year, we’ve witnessed AI move from cutting-edge to mission-critical in record time. This edition spotlights the top innovations we’ve launched – and insights we've gained – to help you stay ahead of the curve. Catch a first look at where we’re headed in ’25 and see if you’ve kept up with our innovations in ‘24.

We surveyed 10,000 industry leaders to uncover the most impactful trends shaping CX in 2025. This report is built to help you navigate a world where customer expectations are constantly evolving and where AI innovation drives stronger ROI than ever before. Use its actionable insights to help you stay ahead:

1. CX Trendsetters – early AI adopters – are rapidly pulling ahead, leaving traditionalists – brands with more cautious approaches –  in the dust. They report a 128% higher ROI from their AI tools: 49% higher cross-sell revenue, 33% higher customer acquisition rates, and 22% higher customer retention rates.
2. It’s not just speed of adoption; quality matters, too. CX Trendsetters are seeing massive advantages due to AI that’s designed to prioritize the human element in interactions—like AI agents that demonstrate empathy and deliver personalized service. Human-centric AI helps companies connect with customers as individuals, fostering trust, loyalty, and lasting relationships.
3. Beware the drastic rise of shadow AI: Half of customer service agents are going rogue with unapproved tools. This number has risen by 250% in the past year. Find out how and why this is happening – and how to prevent it in your business.

Plus, discover five trends shaping the future, from moving towards more autonomous service models to prioritizing voice AI – brought to you by the CX Trendsetters we work with every day.

Stay tuned for next month’s edition of Zendesk Insights for a deep dive into the Trends data and how to make your service faster, smarter, and more personal.

Ready to dive in?

🚀 Browse our CX Trends hub here

In 2024, the pioneering companies we work with boosted their CX with our newest AI innovations. To close out the year, we compiled an innovation checklist to serve as a roadmap for businesses that want to follow their lead.

1. Deploy AI agents to automate up to 80% of customer inquiries 

Leverage cutting-edge AI technology to autonomously resolve up to 80% of queries across all service channels, with minimal setup or supervision. 

2. Automatically create agent schedules with Zendesk WFM 

Optimize staffing processes with WFM: Start by forecasting staffing needs with AI, automatically creating schedules and reviewing team activity and adherence.

3. Restrict ticket data sharing across departments

Seamlessly integrate your data within Zendesk using custom objects. Include non-service data in help center forms, macros, triggers — all without relying on developers.

4. Remove after-call work and boost productivity 20%   

With AI-powered voice embedded throughout their call journey, businesses we work with have reached increases of up to 90% in answer rates.

5. Limit storage of sensitive customer data

Gain an additional level of security with Zendesk Advanced Data Privacy and Protection — like Indigov does, leveraging Zendesk to bring elected U.S. representatives closer to their constituents.

In 2024, Zendesk customers like Siemens Financial Services , Esusu , and Liberty became CX trendsetters by embracing AI-powered capabilities and leveling up their operational excellence.

👉 Learn how they did it. See the full checklist here

This season, AI is doing the heavy lifting for holiday shoppers under 35: According to a new Zendesk and YouGov study, nearly half are already turning to AI assistants to streamline their shopping. 

It’s a win-win situation: Shoppers are snagging the best deals and finding top products with ease while brands boast happier customers, fewer returns, and less post-holiday hassle: For example, when cosmetics retailer LUSH debuted its custom AI agent, Marvin, it achieved a 60% first contact resolution (FCR) rate, saving about five minutes per ticket—a total of 15 days each month. Marvin also provided engaged customers with updates on sales and discounts. 

🎁 Ready to unwrap the latest AI-powered shopping hacks revealed by our research? 

👉 Read more here

🔮 Which AI trends are you predicting for 2025? Let us know in the comments 👇