Zendesk：2025年客户体验趋势报告（英文版）（22页）.pdf

1、CX Trendsetters surge ahead of peers with human-centric AI as their advantage70%of consumers see a clear gap forming between those that use AI well and those that dont CX Trends 2025INTRODUCTIONTREND 1TREND 2TREND 3TREND 4TREND 5STAYING AHEADPg.2AI has ushered in the greatest customer experience rev

2、olution of our lifetime.In this new era,companies that are moving swiftly to adopt AI and integrate it deeply into their CX strategies are pulling aheadrealizing tremendous value from AI-based solutions.Indeed,early adopters are 128%more likely to report high ROI from their AI tools in CX.But not ev

3、ery customeror employeeexperience has been transformed by these tools.Consumers,now familiar with and expecting advanced AI-powered interactions,cant help but notice the difference in their brand experiences.Nearly three-quarters(70%)of consumers told us there is a clear gap forming between companie

4、s that leverage AI effectively in customer service and those that dont.Zendesk research methodology We surveyed more than 5,000 consumers and 5,500 business respondents across 22 countries to understand whats top of mind and keeping them up at nightand how we can help.Weve gathered these insights in

5、to our 7th annual Zendesk CX Trends report,identifying five emerging trends that map out a clear path for CX leaders and organizations to harness the full potential of AI to transform their customer experience and drive impactful resultsin 2025 and beyond.The same is true for customer service agents

6、:almost half are turning to shadow AI(unapproved,external AI tools)in order to satisfy their needs in the workplace.In some industries,shadow AI usage has surged 250%year over yearexposing companies to significant security risk.As we pored over the survey data,we discovered a growing chasm between C