AI is no longer just an aspirational concept or potential CX gamechanger. It is a make-or-break success driver, with 70% of consumers seeing a clear gap between companies that leverage AI in CX and those that don’t.

Why are AI-powered experiences resonating so well with customers? What AI trends and initiatives should you prioritize in 2025? What results should you expect for your customers, employees, and overall business?

Thanks to Zendesk’s survey of 10,000 business respondents and consumers across 22 countries, we have the answers. This new report explores the research, uncovering 5 critical CX trends for 2025 and the reasons early adopters are reporting a 128% higher ROI from their AI investments.

Topics include:

• Key differences between CX Trendsetters and CX Traditionalists, and why the former are achieving significant success
• Insight into evolving customer and business confidence around AI-driven CX
• Top 5 make-or-break CX trends for 2025, all of which have have AI at the center
• Tips for not only addressing a new AI risk but actively improving performance and trust
• Real-world case studies detailing how AI is helping brands achieve gains in productivity, handle time, and first contact resolution

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