We love it when a sturdy piece of research confirms our stance.
Out of the five trends the Zendesk CX Trends 2025 report outlines, three are centred around personal, meaningful interactions.
At Salocin Group, that’s kind of our thing. We believe – with our whole heart – that organisations that nurture more human, emotional and mutually-valuable relationships with their customers, will exceed their targets and the expectations of their customers.
We’ve summarised these three customer connection trends for you here:
Winning consumer trust in AI agents comes down to one key factor: how engaging, friendly and human-like they feel
While accuracy and efficiency are the minimum requirements these days, the real game-changer is creating a sense of connection. In fact, 64% of consumers say they’re more likely to trust AI agents that come across as relatable and personable.
Thanks to generative AI, these agents are levelling up every year – not just in their ability to tackle complex problems but also in delivering better, more meaningful experiences that drive real results.
CX leaders aren’t just improving AI agents’ performance; they’re focused on what customers want most: friendliness, empathy and creativity. Research backs this up – human-like AI doesn’t just enhance customer interactions (like spot-on product suggestions); it also sets brands apart and keeps them ahead of the competition.
Top tips:
- Shift your focus from basic bots to AI agents that can genuinely engage and connect with customers
- Look for AI with human-like traits, such as friendliness, empathy and creativity – they’re no longer optional if you want to stay competitive in today’s CX landscape
Voice AI is helping consumers feel truly heard across every interaction
hanks to huge leaps forward – especially in its generative capabilities – Voice AI is becoming more nuanced and human-like in its interactions, setting a new standard for effortless, natural customer communication.
Advanced AI voice assistants, like the voice messaging feature in the ChatGPT mobile app, seem to have whetted consumers’ appetites. More than half say they’ve interacted with advanced Voice AI – and they’re eager for more companies to get on board. Many people find it easier to explain issues and share details through voice, making interactions feel smoother, quicker and way more effective.
The stats speak for themselves:
- 51% of consumers have used advanced Voice AI
- 60% want businesses to adopt it
- 67% think more natural-sounding AI would enhance their experience
Voice AI isn’t just about phone calls, it’s about meeting customers wherever they are – messaging apps, websites and beyond – and making sure those interactions feel seamless and human. Plus, with multilingual capabilities on the rise, Voice AI is poised to break language barriers, letting businesses connect with customers in their language of choice.
Top tips:
- Try your own phone system! Pinpoint where your Interactive Voice Response (IVR) could use an upgrade to deliver more natural, conversational experiences with Voice AI
- Look beyond calls, consider touchpoints where speaking might be more convenient than typing, and see how Voice AI could transform the customer experience there
In today’s AI-driven world, personalisation can build customer loyalty like never before
Consumers want interactions that feel tailor-made for them, and AI is raising the bar: 61% of consumers now expect more personalised service with AI.
Personalisation isn’t just about making things feel unique; it’s become a deal-breaker for loyalty, it’s now the baseline in customer experience. To stay ahead, brands need to measure what really matters – loyalty and connection.
Top tips:
- Take a close look at your AI systems and ensure they’re optimised for personalised interactions across every touchpoint
- Shift focus to loyalty metrics like retention rates and customer lifetime value, alongside AI efficiency metrics like faster response times and personalised offer uptake
- Keep your metrics fresh! Update them regularly to stay in step with evolving customer expectations and ensure your personalisation strategy is driving loyalty and long-term success
So, one more time, louder for the people at the back: using AI isn’t about getting rid of the humanity in your organisation. Use it properly and it’s quite the opposite, it’ll help you create customer connection, loyalty and positive brand association.
“At Salocin Group, we believe that the future of connected customer experiences lies in leveraging AI to create more human, emotional, and meaningful interactions. By focusing on friendliness, empathy, and creativity, AI can enhance customer trust and loyalty, making every interaction feel personal and engaging.” J Cromack – Chief Growth Officer.
If you’d like to talk about how to get AI working for you, in the most human of ways, get in touch for a chat. And if you’d like to see the full report, or take a look at Zendesk’s methodology, you can check it out here.
