The landscape of customer eXperience (CX) is rapidly evolving, and 2025 is a significant year of transformation. Our partner Zendesk has just released their annual edition of the CX Trends 2025 Report, offering new insights from over 10,000 global leaders and consumers.

According to Zendesk, these are the 5 trends that are set to redefine the customer eXperience in 2025:

1. AI Copilot success fuels autonomous service
2. Trust hinges on human-like AI agents
3. Personal AI assistants take the lead
4. Voice AI enhances communications
5. Personalisation boosts loyalty

While the trends highlight the potential for improving and optimising CX, Capventis believes that success lies not just in adopting a technology but in how we integrate it. For us, technology alone is not enough. It must be supported by a skilled team, and design.

Our approach is to focus on the whole ecosystem: people, processes, and design, so technology becomes a tool for empowerment, not just an isolated solution. With our own methodology, IMPROVE we can do that.