CX Trendsetters surge ahead of peers with human-centric AI as their advantage. We surveyed more than 5,000 consumers and 5,500 business respondents across 22 countries to understand what’s top of mind and keeping them up at night – and how we can help.

We’ve gathered these insights into our seventh annual Zendesk CX Trends report, identifying five emerging trends that map out a clear path for CX leaders and organisations to harness the full potential of AI to transform their customer experience and drive impactful results – in 2025 and beyond.