Discover the five trends CX Trendsetters are embracing to outpace their competition

In this webinar, we will explore the transformative role of AI in shaping CX trends for 2025. We’ll show how AI empowers agents and streamlines processes to maximize ROI.

AI has already driven massive shifts in service and the transformation is quickly accelerating. According to Zendesk’s seventh annual CX Trends research report, which surveyed more than 5000 consumers and 5,500 business respondents across 22 countries, 78 percent of CX leaders say that we are currently experiencing the largest CX transformation in half a century.

With a 66 percent increase in ticket volume since 2022 and a further 34 percent increase projected by Zendesk’s research, AI will be critical for businesses to keep up with ever-rising demand.

Thankfully, the research found that consumer favorability of AI in CX has surged by 18 percent year on year, demonstrating that the technology, when deployed correctly, can provide major improvements in customers’ experiences.

Attendees to this webinar will gain insights into the key trends, practical strategies, and statistics illuminated by Zendesk’s research that highlight AI’s vital role in customer engagement. This session will provide practical tools for businesses to enhance their customer service operations and foster deeper connections with their customers.

You will also hear from a top CX leader and Zendesk customer on actionable ways to incorporate these trends into your 2025 plans.

Key takeaways:

• Empower agents: Learn how AI enhances the skills of customer service agents, boosting creativity and empathy in interactions.
• Maximize ROI: Discover strategies to integrate AI tools that streamline processes and improve customer satisfaction.
• Consumer insights: Understand that 70% of consumers see a widening gap between companies that use AI effectively and those that do not.
• Future trends: Explore key trends like increased automation, feedback loops, and the rise of self-service options.
• Practical applications: Get actionable insights to help organizations deliver exceptional customer service.  

Speakers

Kailee Urban
Senior Director, Global Customer Support & Digital Success
Fullstory

With over a decade leading Support organizations, Kailee is the Senior Director of Fullstory’s Global Support + Digital Success teams, which are focused on delivering meaningful customer engagements and value at scale. She’s been at Fullstory for 7 ½ years, and an avid Zendesk customer for even longer. When she's not working, she can be found gardening, hiking, and wrangling her toddler.

Paulette Chafe
Senior Director, Customer Insights & Thought Leadership
Zendesk

Paulette is a strategic marketing leader with a track record of delivering results and driving impact. She embraces change, leveraging data-driven insights and bold storytelling to build brands and grow audiences.

Paulette leads high-performing teams to tackle tough challenges, cutting through noise to focus on what moves the needle. She is passionate about technology, especially AI, and applying it to amplify work and make strategies smarter and more efficient. 

Paulette leads customer insights, thought leadership and executive content at Zendesk, driving brand reputation and pipeline growth. She believes that marketing’s role is simple: create value, tell a compelling story, and drive results.

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