Human-Centric AI Redefining Customer Loyalty: Zendesk Research

In today’s fast-paced and ever-evolving world, customer expectations are higher than ever before. As consumers demand more personalised and engaging interactions, companies are turning to artificial intelligence (AI) to redefine customer loyalty and gain a strategic edge in the market. According to the latest research from Zendesk, human-centric AI is reshaping the customer experience landscape and setting the stage for future success.

The 2025 edition of the Customer Experience (CX) trends report by Zendesk surveyed thousands of consumers and customer service leaders across the globe, highlighting the growing importance of AI in shaping the future of customer service. The report identified five critical trends that are driving the adoption of AI in customer interactions, including the rise of autonomous service with AI copilots, the emergence of human-like AI agents, the impact of personal AI assistants, the preference for voice AI for complex issues, and the role of personalisation in redefining customer loyalty.

In the UK, the importance of AI adoption was particularly pronounced, with a majority of CX leaders acknowledging that AI is changing the game in customer service. As businesses strive to meet the rising expectations of consumers, integrating AI with a focus on empathy and personalisation has become a key differentiator in building trust and boosting customer retention.

Globally, companies that are leading the way in AI adoption, or CX Trendsetters, are reaping the benefits of higher customer acquisition and retention rates, as well as increased cross-sell revenue. By leveraging AI copilots to support agents and enhance efficiency, these companies are able to deliver a seamless and scalable customer experience.

However, as the use of AI tools continues to grow, concerns around customer privacy, security, and service quality have also come to the forefront. The report highlighted the importance of ensuring that AI offerings prioritize reliability and security to safeguard customer data and maintain trust.

In 2025, consumers are looking for AI that goes beyond efficiency and feels genuinely human. Companies that prioritize human-like AI interactions are seeing a significant boost in customer satisfaction and loyalty. Voice AI, in particular, is gaining traction as consumers seek out natural and conversational interactions with AI agents.

As Zendesk CEO Tom Eggemeier aptly puts it, “AI should be in service to humans, helping companies better connect with their customers on a personal level.” By focusing on creating genuine, human-centric AI interactions, companies can build trust, loyalty, and lasting connections with their customers in a rapidly changing world.

In conclusion, the future of customer service lies in human-centric AI that prioritizes empathy, personalization, and authenticity. By embracing AI as a tool to enhance customer relationships, companies can stay ahead of the curve and build a loyal customer base that will stand the test of time.