Everyone at your company is part of the customer experience team.

Those who have formal titles in CX are at the front lines of the solution, but everyone else in the organization - from engineering and product to sales to marketing, builds the foundation for the customer experience.

Zendesk Relate is an annual conference for organizations who want to continuously improve the state of their customer experience.

This year, it took place in a beautiful, expansive convention space at the ARIA Resort & Casino in Las Vegas and attracted a global audience made up of thousands of CX Managers, Support Managers, Product Managers, and other executives who were curious about how the advent of new AI solutions by Zendesk and their integration partners might shape the future of customer service.

Here are our top 5 takeaways from Zendesk Relate 2025 that will help you continuously improve the state of customer experience for your company:


1. AI is drastically reducing response time for customer support tickets

Conference attendees represented a wide range of companies—B2B, B2C, and everything from medical software to meal-prep kits. What they all shared was departments of tens to hundreds of people dedicated to answering often repetitive customer support tickets.

Zendesk showcased multiple new AI-driven solutions and agents that allow companies to drastically reduce response times and improve answer quality as part of their promised Resolution Revolution.

2. Companies are gearing up to go beyond just answering support tickets

Recent innovations enable users both within and outside the Zendesk platform to dive deeper into the voice of the customer, turning conversations into actionable insights via AI. 

Understanding customer conversations provides an organic view of customer problems—a valuable complement to traditional improvement methods like surveys and user interviews. This natural feedback loop offers an excellent pathway to enhance products and services.

3. Questions continue to surround AI implementation and maintenance 

Customers already expect it, and leaders envision a future where customer service teams collaborate with AI to deliver optimal experiences, yet struggle to implement effective AI workflows that bridge the gap between multiple teams in their organization. 

Audience questions ranged from balancing qualitative and quantitative feedback to effectively communicating customer insights to non-technical stakeholders.

Slide from “AI across generations: Insights to shape better service” by Paulette Chafe - Sr. Director of Thought Leadership, Zendesk & Joey Edwards-Lebair - Sr. Manager, Customer Insights, Zendesk

4. Domain experience is needed to ensure AI aligns with business goals

There is no one-size-fits-all solution to an AI implementation that serves an organization’s needs. Businesses must be proactive in outlining their expectations and constraints prior to starting down the path of an AI implementation journey. 

Trust is still a big area for improvement across generative and agentic AI solutions. Defining your organization’s goals in a way that is optimized for prompting a large language model can build trust and confidence in the AI workflow.

Slide from "Bridge The AI Trust Gap With An Align By Design Approach" by Brandon Purcell - VP, Principal Analyst, Forrester


5. The best companies have defined customer feedback loops and follow through

Executives from modern technology companies like Notion and Canva demonstrated how their organizations have defined processes for ingesting customer feedback, processing it, determining next steps, and following up with customers.

This approach continuously improves not only their products but also customer trust and loyalty. Teams across the entire organization participate in defining these feedback loops and consistently allocate sufficient resources to implement improvements based on customer input.

Slide from "Building the machine: Infusing heart and structure into CX at Canva" by Rob Giglio - Chief Customer Officer, Canva


Conclusion

Zendesk Relate 2025 showcased the future of customer service to an audience genuinely invested in how customers experience their products and services. AI stands at the center of solutions that will bridge the gap between customers and the teams capable of improving products and services. Organizations that are most adaptable and possess clear business goals will be first to reap the rewards of AI-enabled workflows.

About Us

Visiboard is a fully managed AI Feedback Intelligence platform. 

We work with you to tailor our platform to meet your company’s goals, so you can turn everyday conversations into actionable insights that drive better products and services.