Our annual research report highlights the trends that organizations can expect to shape customer experience in 2025. We surveyed more than 5,000 consumers and 5,500 business respondents across 22 countries to understand what’s top of mind and keeping them up at night and how we can help.

We’ve gathered these insights into our 7th annual Zendesk CX Trends report, identifying five emerging trends that map out a clear path for CX leaders.

This report empowers organizations to harness the full potential of AI to transform their customer experience and drive impactful results in 2025 and beyond.