“AI Revolutionizing Customer Experience: Key Trends and Insights from Zendesk’s 2025 CX Trends Report”

The future of customer experience (CX) is here, and it’s driven by artificial intelligence (AI). A recent report from Zendesk, titled “2025 CX Trends Report,” sheds light on the increasing role of AI in shaping consumer interactions and organisational success.

According to the report, organisations that embrace AI technologies are labelled as “CX Trendsetters” and are reaping significant benefits in customer acquisition, retention, and revenue. In the Asia Pacific (APAC) region, CX Trendsetters are experiencing a 56% higher customer acquisition rate, a 45% higher retention rate, and a 63% increase in cross-selling revenue compared to those using traditional methods.

One key takeaway from the report is the concept of human-centric AI, particularly in the APAC region. Consumers in this region value AI’s human-likeness, with 80% expressing that there is a noticeable gap between companies effectively using AI in customer service and those that are not.

The embrace of AI is on the rise, with 79% of APAC consumers holding favorable views towards AI, marking a 6% increase from the previous year. Additionally, 83% believe that AI enhances the quality of customer service, representing a 7% rise.

Zendesk CEO Tom Eggemeier emphasizes the importance of human-centric AI, stating that AI should be in service to humans and help companies better connect with their customers. By focusing on creating genuine, human-centered AI interactions, brands can build trust, loyalty, and lasting connections with their customers.

The report outlines five key trends expected to shape the future of customer service. These trends include the rise of AI copilots, the demand for human-like AI agents, personal AI assistants, Voice AI technology, and the importance of personalized service in customer loyalty.

Organisations that have embraced AI, like Vagaro, are already seeing the benefits. Shabib Sheikh, Vice President of Customer Support and Success at Vagaro, shared that by leveraging Zendesk’s AI, they have resolved 44% of incoming requests, reduced resolution time by 87%, and increased customer satisfaction to 92%.

In conclusion, the future of customer experience is undoubtedly intertwined with AI. Organisations that embrace AI technologies and focus on creating human-centric interactions are setting themselves up for success in a rapidly changing world. As consumer expectations continue to evolve, AI will play a crucial role in delivering personalized, efficient, and satisfying customer experiences.