“2025 CX Trends Report: The Growing Influence of AI on Customer Experience and Organisational Success”
The future of customer experience is here, and it’s powered by artificial intelligence (AI). A recent report from Zendesk sheds light on the key trends shaping the landscape of customer interactions and organisational success. Titled “2025 CX Trends Report,” the findings highlight the significant advantages that organisations embracing AI technologies, known as CX Trendsetters, are experiencing compared to those sticking to traditional methods.
In the Asia Pacific (APAC) region, CX Trendsetters are reaping the benefits with higher customer acquisition rates, improved retention rates, and increased cross-selling revenue. The report also emphasises the concept of human-centric AI, particularly resonating with APAC consumers who value AI’s human-like qualities. With 79% of APAC consumers holding favourable views towards AI and 83% believing it enhances the quality of customer service, the embrace of AI is on the rise.
Zendesk CEO Tom Eggemeier emphasises the importance of AI in building genuine, human-centred interactions that foster trust, loyalty, and lasting connections with customers. Maureen Chong, Regional Vice President, Asia, Zendesk, echoes this sentiment, noting that consumers in APAC view AI as essential to customer experience and expect it to be more human-like, friendly, and personalised.
The report outlines five key trends expected to shape the future of customer service. From the rise of AI copilots assisting agents in automating routine tasks to the demand for human-like AI agents and personal AI assistants, companies are gearing up to meet the evolving needs of consumers. Voice AI technology is also gaining traction for handling complex customer issues, while the importance of personalised service in customer loyalty cannot be understated.
Real-world examples, such as Vagaro’s success in leveraging AI to enhance customer support operations, showcase the tangible impact of AI on organisational efficiency and customer satisfaction. As we look towards the future, it’s clear that AI is not just another technology—it’s a powerful tool that can help companies better connect with their customers on a personal level.
In a rapidly changing world where customer service is a key battleground for loyalty, organisations that focus on human-centric AI interactions will set themselves apart and build lasting customer relationships. The time to embrace AI and put customers at the heart of innovation is now.
