Zendesk reposted this
A recent Forrester report shows customer experience rankings declined again in 2025. The reasons are clear—brands are losing focus on a customer-obsessed strategy. This is widening the gap between what companies want to deliver and what customers actually experience. At the same time, customer expectations are higher than ever—they want personalized, seamless, and easy digital experiences. Service leaders are under more pressure to keep up, and that requires service partners who can innovate rapidly and stay ahead. That’s why at Zendesk, we’re focused on delivering AI-powered solutions that are simple, intuitive, and scalable—helping businesses elevate both customer and employee experiences without adding complexity. Our AI-first Zendesk Resolution Platform is a key part of this, blending automation, intelligence, and human context to resolve issues faster and deliver real outcomes. The Forrester report is a clear reminder that even small declines in customer experience can have bigger consequences, so it’s crucial for brands to act now. Those who embrace smarter, faster, and more meaningful service will be best positioned to succeed—and we’re here to support that journey. https://lnkd.in/gWWbuwtV
Exploring AI for better customer experience is great but it often comes at the cost of losing the human touch. The real magic happens when AI enhances, not replaces, human connection. It’s that balance that creates truly seamless experiences. The 73% of unchanged customer experience is more worrying
Jigar Jain
1d
What timing, I just received an email from Verizon’s CEO on this exact topic: customer service hasn’t evolved the way it should across the industry. I recently switched to Verizon and had a tough time getting the support I needed. It took multiple tries with their support widget, only to find broken links and conflicting answers across different pages. It was a frustrating experience. Glad to see CEOs acknowledging this and starting to take action to improve customer service. Email -
A timely and critical insight. As expectations rise, customer experience can no longer be an afterthought it’s the frontline of brand loyalty. Love Zendesk’s focus on AI-powered simplicity. It’s not just about faster service, it’s about smarter, more human outcomes at scale.
David Stone
1d
It's exactly why there will be winners and losers - on brand side because cx and trust are intrinsic to commerce and on vendor side because those that make the effort to convince the brand and show and share the path will be valued over and above that that don't...No brand is too big to fail in this new age..
Grace P.
5h
thanks for sharing Tom Eggemeier
Completely agree - this Forrester insight is a wake-up call. As customer expectations rise, even small gaps in experience can lead to big consequences. What I appreciate about Zendesk's approach is the balance between innovation and simplicity. The AI-first Zendesk Resolution Platform is a great example of that - bringing speed, intelligence, and human context together to improve outcomes without adding complexity.
Supercharging Support with Torvalds's AI Agents | Ex VMware | Citrix | Startups Support Lead.
1dThanks for sharing Tom Eggemeier