Key CX Insights from Zendesk CX Trends 2025 Shenzhen
As digital transformation continues to accelerate, customer experience (CX) has become a critical driver of business competitiveness. In 2025, AI is transforming the way businesses engage with customers at an unprecedented pace—rewriting the rules of customer service and reshaping the future of CX.
On March 6, Zendesk CX Trends China 2025 came to a successful close in Shenzhen, bringing together industry experts to explore the evolving role of AI in customer experience and how businesses can turn AI innovation into tangible CX value.
As a Zendesk Premier Partner and Amazon Web Services (AWS) Customer Service Competency Partner, Bricom is helping businesses stay ahead of the CX transformation through technology integration, industry expertise, and scenario-driven solutions.
01 | 2025 CX Trends: What’s Changing?
According to the Zendesk 2025 CX Trends Report, Xiaowan Cui, Senior Manager for Greater China and Korea, highlighted the accelerating adoption of AI across customer service. Customer acceptance of AI in customer service is increasing by 18% year over year, while the global volume of support tickets has grown by 66% since 2022 and is expected to increase by another 34% in the years ahead.
These trends point to a fundamental shift in customer service. AI is enabling businesses to deliver faster, smarter, and more efficient support—creating a new source of competitive advantage in an increasingly demanding market.
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At the event, Xiaowan Cui also shared five human-centric AI trends that are shaping the future of CX and giving CX leaders a competitive edge:
1. The Rise of Self-Service
Businesses are increasingly deploying AI-powered assistants to strengthen self-service capabilities. Customers can get fast, accurate answers and support through intelligent assistants, reducing wait times and improving the overall service experience.
2. Growing Trust in AI-Powered Interactions
Customer trust in AI agents goes beyond speed. It is increasingly shaped by how engaging, friendly, and human the interaction feels. This is prompting businesses to focus not only on AI capabilities, but also on service quality and brand experience.
3. The Growing Adoption of Personal AI Assistants
The rapid adoption of personal AI assistants is accelerating the shift toward AI-first service models. For businesses, this creates new opportunities to deliver more personalized, relevant, and context-aware customer experiences.
4. Voice AI Goes Mainstream
As natural language processing (NLP) continues to advance, voice AI is enabling more fluid and natural conversations across customer touchpoints—bringing businesses closer to seamless, human-like interactions.
5. Personalization Drives Customer Loyalty
By applying AI to customer data and behavioral insights, businesses can deliver a new level of personalized service. Tailored recommendations and solutions aligned with individual customer needs can strengthen engagement, satisfaction, and long-term loyalty.
Notably, CX leaders are adopting AI tools at four times the pace of traditional CX organizations, while achieving 128% higher ROI. The message is clear: businesses that continue to invest in AI and continuously elevate the customer experience will be better positioned to lead in the next era of CX.
02 Zendesk x Bricom x AWS Innovation Together
To help businesses meet the growing demand for smarter and more efficient CX management, Bricom is working closely with Zendesk and AWS to accelerate the evolution of customer service through technology and innovation.
One example is the Channel Partner Private Offer (CPPO) program available through AWS Marketplace, which introduces a more flexible way for businesses to purchase and adopt solutions.
Through CPPO, Zendesk authorizes Bricom to establish and manage commercial and contractual relationships with AWS customers. Customers can subscribe to eligible products and services directly through the AWS Marketplace management portal, streamlining procurement and simplifying the purchasing process.
With the AWS Marketplace CPPO program, Bricom can offer customers a more flexible and efficient path to adopting Zendesk solutions. Customers can purchase authorized Zendesk products from Bricom through AWS Marketplace and take advantage of CPPO-specific offers—helping reduce procurement complexity, save time, and optimize costs.
03 | Bricom Professional Services & Differentiators
As advanced AWS Partner and Zendesk Premier Partner, Bricom brings more than a decade of industry experience to deliver end-to-end CX services—from consulting and solution design to deployment and global implementation.
Our professional services cover:
1. CX Consulting & Solution Design
We start with a deep understanding of each business’s needs and objectives, designing tailored CX and contact center solutions that align customer service operations with broader business strategies—helping improve customer satisfaction and loyalty.
2. Platform Deployment & Migration
As an experienced AWS consulting partner, Bricom helps businesses migrate applications, compute, networking, and storage infrastructure from on-premises environments to the cloud. Our secure cloud migration approach covers workload assessment, architecture, planning, and implementation, with a focus on high availability and business continuity.
3. Best Practices & Training
We provide comprehensive training and share proven industry best practices, helping teams adopt the latest technologies and tools, improve operational efficiency, and continuously optimize customer service operations.
4. Business System Customization & Integration
We help businesses seamlessly connect their customer service platforms with existing business systems. Through tailored development and integration services, Bricom helps ensure secure, stable, and scalable solutions that meet the unique requirements of different organizations.
Beyond professional services, Bricom brings several key strengths to CX transformation:
Omnichannel Integration:
Combining Zendesk’s powerful workflow capabilities with Amazon Connect’s global voice infrastructure, Bricom seamlessly connects human-to-AI and human-to-human interactions across online and offline business processes. This integrated approach enables consistent experiences across channels while improving customer satisfaction and loyalty.
Tailored Solutions:
Beyond standard configuration and deployment, Bricom focuses on integrating CX platforms with customers’ existing business systems. Our customized approach helps ensure security, stability, and a strong fit with each organization’s unique business requirements.
Flexible & Scalable Architecture:
Leveraging the Zendesk Marketplace and open APIs, Bricom helps businesses easily extend their CX platforms with the applications and integrations they need. This flexibility enables solutions to evolve alongside the business, supporting changing requirements at every stage of growth.
Data-Driven Insights:
As an Amazon QuickSight partner, Bricom can build real-time dashboards and integrate external data sources, including Salesforce, to deliver deeper business insights. By turning data into actionable intelligence, businesses can make better decisions, optimize processes, and improve operational performance.
With deep expertise and a strong professional services team, Bricom provides end-to-end support throughout the digital transformation journey—helping businesses innovate continuously while building a foundation for sustainable growth.
04 | Conclusion
Zendesk CX Trends 2025 Shenzhen offered a compelling look at how AI is reshaping customer experience—from self-service and intelligent interactions to end-to-end CX optimization. AI is moving businesses beyond traditional customer service models and into a new era of intelligent, connected experiences.
For businesses, the next phase of CX competition will increasingly be an AI-powered one. The organizations that know how to turn AI into meaningful customer value will be best positioned to earn customer trust and gain a lasting competitive advantage.
As a trusted partner of Zendesk and AWS, Bricom will continue to help businesses navigate the evolution of CX with end-to-end services, enabling them to embrace AI, accelerate digital transformation, and build smarter customer experiences for the future.
Beijing Bridge Communication Co., Ltd (Bricom) is an AWS Partner Network (APN) Partner and a Zendesk Premier Partner. Bricom empowers enterprises in China and around the world to achieve digital transformation and continuous innovation, providing implementation capabilities for Amazon Connect and Zendesk, as well as lifecycle management services for Contact Center as a Service (CCaaS).
We offer one-stop integrated solutions for customer interaction data, effectively addressing data silo issues and facilitating the seamless deployment of AI applications for enterprises. By building a unified customer data platform, we realize omnichannel data aggregation and intelligent routing, empowering contact centers to deliver seamless service experiences and fully unlock the value of AI.
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