AI Trends Reshaping Customer Experience

Sophia Clarke

Let’s dive straight in. Zendesk is back this year with its 7th annual report, really cementing itself as the go-to for what’s shaping up in customer experience trends. Every year, it’s like a crystal ball for CX innovation.

Ethan Ramirez

Right, and it’s packed with so much insight. I mean, AI alone has been transforming CX faster than anyone imagined—and having a guide like this helps cut through the noise, showing what really matters.

Sophia Clarke

Exactly. And for those eager to get their hands on it, you can download it online right now at cxtrends.zendesk.com. But if you wanna really dig into the details, they’ve got a digital event on January 22 at 10 AM PST. The timing couldn’t be better for kicking off 2025.

Ethan Ramirez

Oh, totally. A free digital event, by the way. And—correct me if I’m wrong—they’re breaking down not just the trends but how leaders are really leveraging AI to pull ahead of their competition, right?

Sophia Clarke

That’s right—they're honing in on the five trends driving the next wave of customer experience and, more importantly, how to harness human-centric AI, not just AI for AI’s sake. It’s about making AI work for people, on both sides of the equation—customers and agents.

Ethan Ramirez

Whoa, that’s so critical. I mean, we’ve all seen when AI is used poorly... it just alienates people. But when it’s done right, it’s almost like magic—you don’t even notice it’s AI. It just feels seamless.

Sophia Clarke

Exactly, Ethan. It's that seamless integration that CX leaders are getting right—which is why they’re pulling ahead dramatically. But, of course, the report also hints that there’s a lot at stake for those lagging behind.

Ethan Ramirez

For sure, and I’m guessing companies falling into the “traditionalist” category might be in for a wake-up call when they see the gap widening this year?

Sophia Clarke

You guessed it—and the numbers make that divide unavoidable. But for now, let’s stick with what’s exciting here. We’re talking about this transformative new era of CX, led by—and for—AI innovations that care about people.

Ethan Ramirez

Following up on that transformative era of CX, let’s dive into what’s driving this divide between Trendsetters and Traditionalists. Early adopters aren’t just leading—they’re reporting ROI that’s 128% higher thanks to their AI tools. That’s game-changing.

Sophia Clarke

It really is, Ethan. What’s fascinating is how this plays out in practice. These Trendsetters are using AI agent personas and sentiment analysis tools at rates as high as 3.8 times those of Traditionalists. That’s giving them a serious competitive edge, because they’re not just implementing AI—they’re implementing the right AI.

Ethan Ramirez

Right, and they’re integrating these tools across their strategies, which is key. Compare that to some of the Traditionalists... it feels like a lot of them are still trying to figure out where to start, or they’re hesitating because of budget or internal support concerns.

Sophia Clarke

Exactly. And that hesitation isn’t just a missed opportunity—it can lead to real risks. Shadow AI is a great example of this. It’s when agents use unapproved AI tools because they’re not provided with adequate resources. In some industries, the use of shadow AI has shot up by 250% year over year.

Ethan Ramirez

That’s wild. And let’s not even get started on the security risks from shadow AI—companies could lose sensitive data or worse, get hit with compliance issues. Honestly, it’s like adding fuel to an already out-of-control fire.

Sophia Clarke

It’s definitely a wake-up call for slow adopters. And it highlights a core truth here: adapting AI isn’t just a nice-to-have innovation anymore. It’s a necessity to keep up. And, you know, the Trendsetters? They’re not just keeping up—they’re shaping the future.

Ethan Ramirez

So true. And the tools they're rolling out aren’t just bells and whistles—they’re foundational. AI agent personas, sentiment analysis, even AI copilots…the gap isn’t just in tech, but in mindset. The Trendsetters get it—it’s about using AI to deepen that human connection, not replace it.

Sophia Clarke

Absolutely. And that’s where the Traditionalists fall short—they’re struggling with how to integrate AI without losing that human touch. But that challenge? It’s solvable, with the right guidance and tools.

Sophia Clarke

It's this balance between technology and human connection that brings us to personalization. It’s not just a buzzword anymore—61% of consumers now expect AI-driven interactions to deliver that personalized experience. And that really speaks volumes about where we need to go next.

Ethan Ramirez

Totally. And it’s wild, right? Because when you think about AI's evolution, we started with these clunky, generic solutions. Now, we’re talking about AI delivering tailored experiences that feel personal—and it’s making a difference. In fact, 91% of CX Trendsetters believe AI has what it takes to deliver personalization effectively.

Sophia Clarke

It’s true. And personalization isn’t just about convenience—it’s about building trust and loyalty. Look at emotionally intelligent AI agents, for example. This is where friendliness and empathy are becoming more than just buzzwords. 68% of consumers explicitly value these traits in their interactions with AI.

Ethan Ramirez

Yeah, and honestly, that just makes sense. When a bot can anticipate what you need—or respond in a way that feels attentive—it’s kind of like having a perfect customer service experience every time. It’s no wonder consumers are warming up to it.

Sophia Clarke

Exactly, Ethan. And organizations are responding. They’re implementing smarter ways to measure how successful their personalization efforts are. Metrics like Retention Rate and AI Resolution Rate are gaining traction, essentially becoming the new standards for gauging how connected customers feel with a brand.

Ethan Ramirez

Retention Rate makes sense. I mean, if you’re personalizing customer experiences effectively, people are sticking around. But AI Resolution Rate? That’s genius. It tells you how well the AI itself is performing when handling customer issues, right?

Sophia Clarke

Exactly. It’s not just about resolving an issue—it’s about resolving it in a way that feels seamless, even human. When you pair that with AI’s ability to learn and improve from every interaction, it’s clear why personalization has become the gold standard for CX.

Ethan Ramirez

And it’s a win-win. Customers get a better experience, and companies build loyalty like never before. I mean, that’s the ultimate goal—keeping people coming back for more, right?

Ethan Ramirez

Speaking of personalization, let’s talk about Voice AI. It’s transforming customer experience by creating interactions that feel refined, almost human. 90% of CX Trendsetters are recognizing its potential for these incredibly nuanced exchanges. Isn’t that wild?

Sophia Clarke

Absolutely, Ethan. Voice AI has redefined what it means to really listen to your customers. It’s not just about answering questions anymore—it’s about creating a connection. And its multilingual capabilities are a game changer. It allows businesses to communicate with customers in their preferred language, breaking down barriers like never before.

Ethan Ramirez

Right! And think about the implications for customer experience. Like, imagine trying to explain a problem in your second or third language—it’s a struggle. But with Voice AI? That gap is closing, and consumers are finally feeling truly heard.

Sophia Clarke

Exactly. And the best part? It’s not limited to big corporations anymore. AI is empowering small-to-medium-sized businesses to step up and really compete with larger players. Take this stat: 66% of consumers believe AI levels the playing field for smaller businesses. That’s huge when it comes to CX.

Ethan Ramirez

Totally. And you know what’s fascinating? SMBs, like WhiteWall, are showing exactly how it’s done. They used Zendesk AI to shave 30 seconds off their response times—and they’re just one example of how AI is helping smaller teams achieve big results.

Sophia Clarke

That’s a perfect example. AI’s scalability means even limited resources aren’t a barrier anymore. And Trendsetters are taking full advantage of this. By 2027, 85% of them plan to align personal AI assistants across the entire customer journey. That's essentially creating an assistant-first experience where almost every interaction is optimized.

Ethan Ramirez

And it’s not just about automation for automation's sake, right? AI assistants are making these interactions feel personal, like there’s actually someone on the other side who understands their needs. It’s a balance between efficiency and empathy.

Sophia Clarke

Exactly, Ethan. And that’s why SMBs leveraging these tools are able to deepen customer relationships without sacrificing that human connection. AI isn’t replacing the human touch—it’s enhancing it.

Sophia Clarke

That’s such an important point, Ethan—AI isn’t about replacing the human touch, but enhancing it. And speaking of SMBs, think about how tools like these are setting the stage for the next era in customer experience. It’s incredible to see how Trendsetters are turning that balance between efficiency and empathy into real, actionable strategies.

Ethan Ramirez

Absolutely. And it’s wild to think how far we’ve come. Like, that gap between Trendsetters and Traditionalists? It's real, and it’s only getting wider. But the good news is, with resources like Zendesk’s CX Trends report, anyone can start bridging that divide today.

Sophia Clarke

That’s true. And don’t forget—they’ve paired the report with a digital event where CX leaders are breaking down the trends—step by step. It’s happening on January 22, and honestly, there’s no excuse to miss it if you want to hit the ground running in 2025.

Ethan Ramirez

Oh, totally. And hey, if today’s episode sparked some questions, the event lets you go deeper, hear from experts, and really dive into what’s next for CX. Plus, it’s free! I mean, no brainer, right?

Sophia Clarke

Exactly. And a big thank you to 7 29 Solutions for powering today’s podcast. Their work in creating seamless software integrations and enhancing CX is the kind of innovation we’ve been talking about all episode. We’re also grateful to Jellypod.ai for making this audio experience possible. Honestly, it’s partnerships like these that make exploring tech so enjoyable.

Ethan Ramirez

Couldn’t have said it better myself. So, thank you all for tuning in today. We hope you’ve learned something new—and that you’re as excited as we are about what’s coming in the world of CX. Seriously, personalization, Voice AI, assistant-first experiences—it’s all just so... amazing.

Sophia Clarke

It really is. And with that, we’re signing off. Don’t forget to check out cxtrends.zendesk.com to download the report, and we’ll see you at the webinar. Until next time, stay curious and keep innovating.

Ethan Ramirez

See you next time!