From March 25–27, Zendesk Relate 2025 brought CX pros and industry leaders together. The goal? Explore the latest innovations in customer experience. This event wasn’t just about unveiling new features—it was about redefining how businesses use AI, automation, and insights to deliver next-level service.
In this article, we break down the key insights from Zendesk Relate 2025 and what they mean for the future of CX. Let’s dive in!
Artificial Intelligence at the center
If there was one clear takeaway, it’s this: AI isn’t just a trend anymore. It’s already taken over. In fact, Zendesk made it crystal clear that the future of customer service is inseparably tied to artificial intelligence. But why is this such a strong bet?
The answer lies in the market itself. Companies face increasing pressure to deliver outstanding customer experiences. Additionally, the volume of customer interactions is skyrocketing. Customers now expect fast, personalized, and efficient service. To meet this demand, AI offers the only scalable way to maintain high quality—without overwhelming agents.
Zendesk Relate 2025: AI Copilot
AI Beyond Chatbots: Automating the entire CX journey
Still picturing a smarter chatbot? Think again. Zendesk Relate 2025 made it clear that AI goes far beyond simple automation. Today, it can automate entire workflows, make contextual decisions, and even execute actions within external platforms such as Jira and Slack.
Zendesk Relate 2025 – Chatbots
This transforms the game for companies, drastically reducing the time spent on repetitive tasks and allowing human agents to focus on high-value, strategic interactions.
Inside the Zendesk Resolution Platform
One of the biggest highlights? The Zendesk Resolution Platform. It’s a bold leap in orchestrating the full customer journey. Rather than using fragmented tools, the platform unifies AI, data, and automation. As a result, faster, smarter issue resolution becomes possible. From real-time routing to predictive insights and automated resolutions, it acts as a true command center for CX teams looking to scale with quality and agility.
What’s more, what makes this platform so impactful is its ability to integrate natively with tools like Jira, Slack, and internal systems, bridging the gap between service and operations. With AI as the engine and context as the co-pilot, the Resolution Platform helps companies shift from reactive support to proactive service—delivering not only faster answers but smarter outcomes. It’s a game-changer for businesses ready to embrace the next evolution of customer experience.
Employee Services: Elevating the Employee Experience
Zendesk isn’t just focused on improving customer experience—it’s also transforming the internal experience with the Employee Service Suite. Designed for IT and HR teams, this suite leverages ready-to-use AI and offers features like service catalogs, approvals, and seamless integrations with internal systems. The goal is to make it easier for employees to get quick, automated, and intuitive support for their needs, creating a more efficient internal service experience.
Leadership, Instinct & Empathy: Key takeaways from Zendesk Relate 2025
Beyond technological innovations, Zendesk Relate 2025 also featured insightful discussions on leadership and customer experience. Entrepreneur Jo Malone CBE shared her perspective on the role of instinct in business, emphasizing how intuition and creativity are essential for building strong brands and fostering authentic customer connections.
Additionally, former New Zealand Prime Minister Jacinda Ardern delivered a powerful talk on empathetic leadership in times of change, reinforcing the importance of active listening and people-centered decision-making—a crucial factor for companies looking to truly revolutionize customer experience.
The Future of CX: What Zendesk Relate 2025 just made clear
Looking at everything presented, one thing stands out: We’ve officially entered the AI-first era of CX. AI isn’t a bonus anymore. It’s the new foundation.
As a Zendesk partner, we are more prepared than ever to help businesses leverage this AI-powered future. That’s why we brought some of our Latin American partners to experience these innovations firsthand—because staying ahead in CX means understanding, up close, where the industry is heading.
Bruno Stuchi (CEO) and Felipe Capusso (Country Manager) representing Aktie Now at Zendesk Relate 2025.
If AI is taking over everything, the real question isn’t “Should I invest in this?”, but rather “How can I use it to explore more benefits?”. Companies are eager to integrate this technology to enhance their customer service, and we firmly believe that AI represents a major turning point.
Save the Date: Zendesk Relate 2026 Is Coming!
After an unforgettable edition, the next one is already set. Zendesk Relate 2026 happens May 18-20, 2026, in Denver, CO. Aktie Now will be there, as every year, excited and eager to see all the innovations that only Zendesk is capable of delivering.
The future is here. And it’s powered by AI.
