Trendsetters vs. Traditionalists: The Rising ROI of AI-Driven CX
A new class of customer experience leaders is emerging: CX trendsetters.
These are the organizations leaning fully into AI, not just as a tool, but as a strategic pillar. The gap between them and CX traditionalists is growing wider, and it's most obvious in the numbers.
Companies embracing AI across customer touch points are seeing outsized returns: faster resolution times, improved CSAT, and higher lifetime customer value. These aren't experimental outcomes—they’re becoming the norm for those who’ve made AI an operational standard.
Meanwhile, traditionalists, often hampered by legacy tech and siloed teams struggle to keep pace. They treat AI as a future plan rather than a current imperative. And that mindset is costing them.
The shift is no longer about ‘if’ but ‘how fast’. The organizations that integrate AI today will dominate tomorrow. The rest risk becoming irrelevant. Not because they lacked resources, but because they lacked urgency.
The call to action is clear: either lead the shift or risk falling behind. AI isn't a competitive edge anymore. It's table stakes.
This upcoming series of posts will explore multiple aspects of this and more and exemplifies how Zendesk can enable your organization’s AI strategy.
Coming up…
Human-Centric AI: Why Empathy Is the CX Differentiator in 2025
Voice AI: The Next Frontier in Conversational CX
AI Copilots: Empowering Agents for Smarter Service
Personalization 2.0: Loyalty in the Age of AI