Zendesk CX Trends 2025

Zendesk just launched their Trends Report for 2025 giving insight into where Customer Experience and support is moving towards this year. Similar to last year they got feedback from thousands of customers across the world to gather information on what they think where customer care is going.

Throughout their study they basically found that they could basically cut their customer base in two. On one side you have the CX Trendsetters, companies that have embraced AI and all the benefits brings, and CX Traditionalists who haven't focused on automation and leveraging AI to deploy their solutions across channels.

It'll be no surprise that I fall into the camp of those that embraced AI. (I'd never date to call myself a Trendsetter though.. blue jeans and black t-shirts rarely reflect that attitude). The benefits in transforming knowledge content to fit the customer and channel, the insights you can get from your tickets and customers by letting an AI model loose on all conversations, and the way we can leverage LLMs to (re)write responses to customers are just some of the benefits.

However, I do wonder if the CX Traditionalists as Zendesk calls them are solely comprised of not yet sayers and it's just a matter before they all follow suit, or if theirs a contingent of companies that love their hand crafted human approach and have zero need – and benefit – for AI and will never shift, without seeing any downsides. For each Starbucks there's a local coffee shop that also sells beans online.

Let's dive in!