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UNLOCK THE POWER OF INTELLIGENT CX

With 70% of CX leaders rethinking their entire customer journey, this is the
year of massive transformation. Zendesk is revealing ten trends that are pushing
the customer experience towards a smarter future.

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STATS CAROUSEL

Carousel
59%
of consumers believe the way they interact with a company will completely change
within two years
67%
of CX leaders believe that bots can build a stronger emotional connection with
customers
70%
of consumers believe that AI has become a modern part of customer service
Skip to slide 1 Skip to slide 2 Skip to slide 3

2024 Report


TEN TRENDS.
THREE INNOVATIVE AREAS.
ONE FULL REPORT.

Zendesk is back with the sixth annual CX Trends report. This year, we’re sharing
how rapid innovations in AI and other emerging tech are claiming the spotlight,
and discussing the ways leaders are getting ahead of the big change.

Download the report Download the report


2024 TRENDS


AI + INTELLIGENT EXPERIENCES

Learn how AI is altering the role of chatbots to the point where 64% of CX
leaders are increasing their investments in evolving chatbots. Discover how AI
transparency is a top priority and how generative AI is offering personable and
interactive experiences.




DATA + TRUSTWORTHY EXPERIENCES

Our report indicates that 77% of CX leaders see themselves as responsible for
making sure customer data is safe. Know what’s next for security and data
privacy, and ways to responsibly use customer data to deliver instant
experiences.




NEXT GEN + IMMERSIVE EXPERIENCES

The next wave of CX is near, with 56% of organisations planning to integrate
conversational commerce within the next year. Learn how emerging tech is
influencing conversational commerce, voice and phone support and agent
management tools.

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Events


CLAIM YOUR SPOT AT CX TRENDS 2024

Our CX Trends events are the perfect place to dive into all ten trends and more.
Join us for a chat on AI and data science with industry thought leaders and
watch a live panel discussion between esteemed Zendesk customers.

Pick your event Pick your event
Report topics


KNOW THE TRENDING TOPICS

When it comes to CX Trends, there are plenty of learnings to go around. Search
for information that interests you and unlock all the insights. Our library is
always open.




SEARCH BY TOPIC

 * GENERATIVE AI
   
   The balance between empathy and efficiency is possible with generative AI. CX
   leaders believe it can offer experiences that feel interpersonal and
   engaging.
   
   Dive deeper
   
   FIND OUT HOW GENERATIVE AI IS HUMANISING THE CUSTOMER EXPERIENCE IN TREND 1.
   
   
   Download Download

 * CHATBOTS
   
   The reputation and use of AI-powered chatbots are evolving fast. CX leaders
   are starting to view chatbots as digital agents who can do much more.
   
   Dive deeper
   
   FIND OUT HOW CHATBOTS ARE BECOMING A GAME CHANGER FOR EVERY CX ORGANISATION
   IN TREND 2.
   
   
   Download Download

 * ROLE OF AGENTS
   
   The relationship between agents and AI is on everyone’s mind. Many CX leaders
   believe AI will elevate human intelligence, not replace it.
   
   Dive deeper
   
   FIND OUT HOW AI IS REDEFINING ROLES SEEN BY LEADERS AND AGENTS IN TREND 3.
   
   
   Download Download

 * AI TRANSPARENCY
   
   Consumers want to know what data feeds the AI representing your business.
   Businesses that are open about how they handle customer data increase their
   trustworthiness.
   
   Dive deeper
   
   FIND OUT HOW TO KEEP THE DIALOGUE ON AI USE FLOWING BETWEEN YOU AND CONSUMERS
   IN TREND 4.
   
   
   Download Download

 * INSTANT PERSONALIZATION
   
   The demand for quality experiences includes these ingredients: speed,
   anticipation and hyper-personalised delivery of relevant information.
   
   Dive deeper
   
   FIND OUT HOW TO OFFER IMMEDIATE SUPPORT THAT FEELS ONE OF A KIND IN TREND 5.
   
   
   Download Download

 * DATA PRIVACY
   
   CX leaders know the responsibility of keeping customer data safe continues to
   pile on their plate, while also catering to consumer demand for greater
   personalisation.
   
   Dive deeper
   
   DISCOVER WHAT STEPS CX LEADERS ARE TAKING AS THE NEW DRIVERS OF DATA PRIVACY
   IN TREND 6.
   
   
   Download Download

 * SECURITY IN CX
   
   Due to data breaches and cyber attacks on customer data, integrating security
   measures throughout the customer journey is now a requirement, but must be
   achieved without compromising the seamless experiences consumers want.
   
   Dive deeper
   
   LEARN HOW TO SAFELY PROTECT THE ENTIRE CUSTOMER JOURNEY IN TREND 7.
   
   
   Download Download

 * ONLINE SHOPPING
   
   Consumers want more from digital shopping experiences, like immersive digital
   interactions that provide instant product guidance and information. 
   
   Dive deeper
   
   EXPLORE HOW TO TAKE YOUR DIGITAL SHOPPING EXPERIENCE TO THE NEXT LEVEL IN
   TREND 8.
   
   
   Download Download

 * VOICE + PHONE SUPPORT
   
   Channels like voice and phone support are evolving to serve a greater role in
   resolving more complex, escalated customer inquiries.
   
   Dive deeper
   
   DISCOVER HOW VOICE AND PHONE SUPPORT DUTIES ARE TRANSFORMING IN TREND 9.
   
   
   Download Download

 * AGENT MANAGEMENT TOOLS
   
   Advancements in predictive agent management tools are making it easier to
   accurately forecast team needs.
   
   Dive deeper
   
   FIND OUT HOW TO USE THE LATEST TECHNOLOGY TO ANTICIPATE YOUR TEAM’S NEEDS IN
   TREND 10.
   
   
   Download Download

The experience customers want requires intelligent CX. Start free trial.

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