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endesk ’ s 2025 Customer Experience ( CX ) Trends Report reveals a pivotal shift in customer expectations : today ’ s consumers demand AI interactions that feel more human , personalised and engaging than ever before . Drawing on insights from over 10,000 global consumers and business leaders , Zendesk ’ s seventh annual report uncovers five critical trends that will shape the future of customer service , underscoring how human-centric AI is redefining customer loyalty and becoming a strategic edge for companies . In the UK specifically , this trend is particularly pronounced , with 76 % of CX leaders agreeing that only organisations that adopt AI at scale will survive the competitive pressures of the next five years .

The report highlights a growing divide between companies that embrace AI , termed ‘ CX Trendsetters ’, and those lagging behind in traditional approaches .

THIS REPORT SHOWS THAT PUTTING CUSTOMERS AT THE HEART OF AI IS MORE THAN A SMART STRATEGY ; IT ’ S BECOMING THE NEW STANDARD FOR BUILDING LOYALTY IN A RAPIDLY CHANGING WORLD .

As consumer expectations continue to rise , businesses that integrate AI with a focus on empathy and personalisation are gaining a strong advantage , building trust and boosting customer retention .

In fact , CX Trendsetters experience 33 % higher customer acquisition rates , 22 % higher customer retention rates and 49 % higher cross-sell revenue , proving a thoughtful approach to AI can be transformative – not just for creating memorable and meaningful customer experiences but also to the bottom line . This is mirrored in the UK , where 90 % of Trendsetters report positive ROI from their AI tools in CX .

For UK businesses , AI adoption is especially critical , as 82 % of CX leaders agree that AI is changing everything in customer service , from operational efficiency to customer satisfaction .

“ AI should be more than just another technology we use – it ’ s a way to bring companies and customers closer , and it ’ s redefining the relationships we can build ,” said Zendesk CEO , Tom Eggemeier . “ At Zendesk , we believe that AI should be in service to humans and help companies understand and better connect to their customers as individuals . When brands focus on creating genuine , human-centred AI interactions , they don ’ t just make things run more smoothly – they create trust , loyalty and a lasting connection . This report shows that putting customers at the heart of AI is more than a smart strategy ; it ’ s becoming the new standard for building loyalty in a rapidly changing world .”

“ At Zendesk , we ’ re witnessing a transformative moment in CX , driven by the convergence of human-centric AI and rising consumer adoption ”, said Matthias Göhler , CTO EMEA at Zendesk . “ Our new CX Trends Report highlights that 80 % of CX leaders in EMEA recognise this as the most significant shift in the past 50 years . With 69 % of service agents eager for AI co-pilots to enhance their work , it is part of the future to build customer loyalty .” �

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