Zendesk returns with our 7th annual report, giving you a preview of what’s next in the transformative new era of CX. See how AI is driving strong ROI for 90% of CX leaders and how you can become a CX trendsetter.
Today more than ever, consumers are expecting AI-powered interactions in every facet of their experience. With over 10,000 consumers and business respondents surveyed from 22 countries, Zendesk is spelling out the five trends on top of leaders’ minds so you can be ready for what’s next in CX.
With agents and customers gaining trust in AI copilots, 90% of CX leaders are seeing clear ROI. Now, early adopters are moving toward service models with little to no human involvement.
Efficiency isn’t enough—consumers expect AI to feel friendly and engaging. In fact, 64% say they trust AI more when it feels human-like.
AI agents that are friendly, engaging, and embody human-like traits are quickly becoming the new expectation.
Agents who have AI copilots are 20% more likely to feel empowered to do their job well.
CX leaders who have found success with AI copilot tools are now racing to implement the next era of AI-driven solutions: fully autonomous service models.
AI agents that are friendly, engaging, and embody human-like traits are quickly becoming the new expectation.
More than two-thirds (68%) of consumers say they’re more likely to engage with and trust AI agents that exhibit these human-like traits.
Consumer favorability of AI in CX has skyrocketed to 67%—up 10 percentage points year over year.
By 2027, nearly all (87%) CX Trendsetters will design an experience for consumers to use AI assistants across the customer journey.
Nearly two-thirds (61%) of consumers say they expect more personalized service with AI.
91% of Trendsetters believe AI can effectively personalize experiences.
56% of CX Trendsetters will prioritize using AI to personalize the experience.
CX Trendsetters are shifting their focus to customer loyalty—the new definitive measure of strong customer relationships in an AI-driven world.
Build The Best Customers Experiences
Companies that are moving swiftly to adopt AI and integrate it deeply into their CX strategies are pulling ahead.
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