Zendesk 2025 CX Trends Report: Human-Centric AI Drives Loyalty | PR Newswire [Video]

AI-powered personalization, loyalty and human-like interactions redefine success for CX leaders

, /PRNewswire/ — Zendesk’s 2025 Customer Experience (CX) Trends Report reveals a pivotal shift in customer expectations: today’s consumers demand AI interactions that feel more human, personalized, 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.

The report highlights a growing divide between companies that embrace AI, termed “CX Trendsetters,” and those lagging behind in traditional approaches. As consumer expectations continue to rise, businesses that integrate AI with a focus on empathy and personalization 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 …