Blog post

Zendesk’s CX Trends 2025 report shows how AI is shaping the way businesses connect with their customers. Companies using AI are pulling ahead, offering smarter, faster, and more personal service.
In this blog, we’ll break down the key trends from the report. You’ll also find a link to download the full PDF and learn more!

At Premium Plus, the commitment to excellence in both customer and employee experience runs deep. Recently, we sat down with Thomas D’Hoe, our COO, to explore the topic of Employee Services and Experience (EX) through the lens of operations, and how Zendesk plays a very important role in driving this transformation.

At Premium Plus, we believe that sustainability isn’t just a responsibility—it’s an opportunity to make a positive impact. Guided by this philosophy, we’re proud to share how we’ve integrated sustainable practices into our business and continue to grow our commitment to a greener, healthier world.

Zendesk has recently introduced a new pricing model for its AI-driven automated resolutions, impacting how businesses utilize AI agents (formerly Zendesk bots) for customer support. This shift to outcome-based pricing means businesses only pay when AI agents resolve customer issues independently, offering a more value-driven approach.

Voice support is still one of the most powerful channels for delivering a positive customer experience (CX). In an era where digital interactions dominate, a well-handled phone conversation can set your brand apart, offering a personalised, human touch that other channels often lack.

In the retail sector, the integration of AI is not just a trend—it’s a necessity. As a Principal Solutions Specialist at Premium Plus, I’ve seen firsthand how AI, particularly through platforms like Zendesk, is reshaping the way retailers engage with their customers. The rise of technologies like conversational commerce and AI-powered personalisation is pushing the boundaries of what’s possible, making tailored and efficient experiences the new standard.

Collaboration to bring Premium Plus’ award-winning customer experience services to Denmark, Sweden, Norway, Iceland, and Finland.

Let’s face it: with all the AI buzzwords flying around, it can feel like you’re trying to decode a secret language. The rapid pace of technological change can be overwhelming, especially in customer support.

In the rapidly evolving world of retail, staying ahead of customer expectations is more challenging than ever. Retailers across the EMEA region are navigating a landscape where customer experience (CX) is becoming a key differentiator. Our Principal Solutions Consultant, Thomas Verschoren, highlights some of the most critical CX trends shaping the retail sector in 2024. If you’re in the retail business, here’s what you need to know to stay competitive.

The Zendesk platform offers companies the right tools to support their customers – and employees as well!