Research from Zendesk shows companies using AI in customer experience report 33% higher acquisition rates and 49% higher cross-sell revenue.
The landscape of customer service is undergoing fundamental change as AI increasingly becomes an operational necessity. Market pressure for 24-hour service, personalised interactions and immediate response times has pushed enterprises toward automated solutions, creating new metrics for success in customer experience delivery.
Against this backdrop, customer service software provider Zendesk has published research indicating organisations that implement AI in customer experience operations achieve measurable gains in revenue and retention compared to traditional approaches.
“AI should be more than just another technology we use – it’s a way to bring companies and customers closer.” – Tom Eggemeier, CEO of Zendesk.
The company’s 2025 Customer Experience Trends Report, which surveyed 10,000 consumers and business leaders across 22 countries, found businesses integrating AI systems with customer service operations reported 33% higher customer acquisition rates, 22% higher retention rates, and 49% higher cross-sell revenue.
Market polarisation emerges
The research identifies a growing separation between companies embracing AI technology and those maintaining conventional customer service methods. These ‘CX Trendsetters’ – companies leading in AI adoption – report stronger returns on investment and improved operational metrics across their service operations.
“AI should be more than just another technology we use – it’s a way to bring companies and customers closer, and it’s redefining the relationships we can build,” says Zendesk CEO Tom Eggemeier. “When brands focus on creating genuine, human-centered AI interactions, they don’t just make things run more smoothly – they create trust, loyalty and a lasting connection.”
Security risks surface amid rapid adoption
The study revealed a 250% year-on-year increase in the use of unauthorised AI tools by customer service agents across some sectors. This surge in ‘shadow AI’ – external tools not approved for corporate use – raises concerns about data security and service quality standards.
The research indicates 75% of customer experience leaders expect 80% of customer interactions will be resolved without human intervention in the coming years. This shift towards autonomous customer service creates new imperatives for data security and privacy protection.
Matthias Göhler, Chief Technology Officer EMEA at Zendesk, says: “We’re witnessing a transformative moment in CX, driven by the convergence of human-centric AI and rising consumer adoption. Our new CX Trends Report highlights that 80% of CX leaders in EMEA recognise this as the most significant shift in the past 50 years.”
Personalisation drives loyalty
The data shows 73% of customer service agents believe AI copilots – software that assists with routine tasks – would improve their job performance. These tools manage repetitive inquiries and enhance operational efficiency, allowing human agents to focus on complex customer issues.
Consumer sentiment reflects this shift, with 64% of customers reporting increased trust in AI agents that demonstrate empathy and friendliness. The research indicates 61% of consumers expect AI interactions to deliver personalised service.
Customer retention metrics show 63% of consumers would switch to competitors after one unsatisfactory experience, representing a 9% increase year-on-year. Zendesk also reports that companies identified as Trendsetters are 128% more likely to report high returns on AI investment.
Voice technology adoption accelerates
The report also identifies increasing adoption of voice AI technology, with 50% of consumers reporting interaction with voice-enabled AI systems. The research shows 67% of consumers are prepared to delegate tasks such as order tracking and receiving personalised recommendations to AI assistants.
KEY FACTS
- 75% of CX leaders expect 80% of customer interactions to be handled without human intervention in coming years
- Companies using AI report 49% higher cross-sell revenue compared to traditional approaches
- Unauthorised AI tool usage by service agents has increased 250% year-on-year in some sectors
- 64% of consumers report higher trust in AI agents that demonstrate empathy and friendliness
Voice AI technology demonstrates particular effectiveness in handling complex customer inquiries, with 90% of Trendsetters identifying it as a significant advancement in customer communication. This shift indicates growing consumer comfort with AI-driven voice interactions for sophisticated service needs.
Personal AI assistants, including platforms like Siri and Alexa, are driving consumer expectations for assistant-led experiences in customer service. This transformation suggests a future where AI handles routine interactions, enabling human agents to focus on high-value customer engagement.
Shabib Sheikh, Vice President of Customer Support and Success at beauty and wellness software company Vagaro, says: “AI is an integral part of who we are and it’s allowing us to do more with less. By leveraging Zendesk’s AI, we’ve resolved 44% of incoming requests, reduced resolution time by 87%, and most importantly increased CSAT to 92% – setting a new standard for the beauty and wellness industry.”
