Zendesk Kickoff 2025: It Takes a Village, and This Is the Year for AI

Earlier this month, I had the privilege of attending Zendesk’s annual kickoff event in Las Vegas—a gathering of innovators, strategists, and customer experience (CX) enthusiasts from across the globe. This three-day event isn’t just about fancy presentations or mingling with industry leaders (though there was plenty of both); it’s about the shared commitment to improving how businesses connect with their customers.

This year’s kickoff wasn’t just a look at what Zendesk accomplished in 2024. It was a bold declaration about where we’re heading in 2025. And if I had to distill it into two overarching themes, they would be: It takes a village, and this is the year for AI.

Let’s dive into the details of these key takeaways and what they mean for CX professionals, Zendesk users, and partners like us at 729 Solutions.

AI: Not a Trend—The Future of CX Workflows

Artificial intelligence has been a hot topic for years, but this year, Zendesk made it clear: AI is no longer a futuristic buzzword. It’s a core driver of how customer experiences are being shaped, managed, and scaled.

Here’s why:

1. AI Is Moving Into Core Workflows
   2025 will be the year AI moves beyond novelty and into the heart of CX workflows. Zendesk is laser-focused on delivering AI-driven features that integrate seamlessly into everyday customer interactions, making it easier for businesses to operate at scale.
   
2. Zendesk + Ultimate = A CX Powerhouse
   Last year’s acquisition of Ultimate.ai by Zendesk wasn’t just a headline—it was a strategic move that positions Zendesk as the leader in AI-driven customer experience. Ultimate.ai’s conversational AI capabilities are already being integrated into Zendesk’s suite, enabling businesses to deploy more efficient and human-like virtual agents.
   
3. New AI Agent Functionality and Outcome-Based Pricing
   Zendesk’s focus on reducing the cost per interaction while improving customer satisfaction (C-SAT) is revolutionary. With their enhanced AI agent functionality, businesses can automate repetitive tasks, speed up response times, and resolve more tickets at scale. Combine this with outcome-based pricing models, and you’re looking at a solution that drives measurable ROI while improving the overall CX.

The bottom line? AI isn’t just a tool—it’s a necessity. Either you embrace it, or your competition will.

It Takes a Village: The Power of Partnerships

One of the loudest messages from Zendesk’s leadership this year was that no one succeeds in CX alone. It truly takes a village to unlock the full potential of Zendesk’s capabilities. And that’s where partners come in.

Zendesk emphasized the strength of the “power of three”:

• Zendesk: The core platform that continues to evolve and innovate.
• Go-To-Market Partners: Experts like 729 Solutions who help businesses configure, customize, and optimize Zendesk for their specific needs.
• Tech Alliance Partners: Tools like SweetHawk and Qvasa amplify Zendesk’s capabilities with seamless integrations and specialized functionality.

This trifecta ensures businesses aren’t just buying a tool—they’re building a complete ecosystem that delivers real results.

Actionable Opportunities for 2025

If you’re using Zendesk—or considering it—there are several key opportunities you can’t afford to miss:

1. Explore Is Evolving
   Zendesk’s reporting tool, Explore, is undergoing a significant transformation. This shift will empower users to gain deeper insights into their CX data, spot trends, and make more informed decisions. Keep an eye out for updates, and let us know if you’d like a demo!
2. Download the CX Trends Report
   Zendesk’s annual CX Trends report is a goldmine of data and insights. This year’s report covers everything from AI adoption to customer preferences. Download it for free at cxtrends.zendesk.com.
3. Embrace AI—Before Your Competition Does
   The deeper integration of AI into Zendesk products means now is the time to start using it. Whether it’s AI-powered chatbots, intelligent routing, or sentiment analysis, these tools aren’t just optional—they’re essential. Need help getting started? We can show you how.
4. Sign Up for a Free Health Check with 729 Solutions
   Are you getting the most out of your Zendesk instance? Our team at 729 Solutions offers a free health check to ensure your configuration, workflows, and integrations are optimized for success. Let us help you unlock your full potential.

Looking Ahead: Zendesk Relate 2025

Before wrapping up, it’s worth mentioning the next big event on the Zendesk calendar: Zendesk Relate—their annual user conference.

Happening at the end of March, Relate 2025 promises three action-packed days in Las Vegas. Expect hands-on education, inspiring keynotes, unparalleled networking opportunities, and, of course, some of the best food Vegas has to offer.

We’ll be there—will you? Learn more and register at ZendeskRelate.com.

Final Thoughts

Zendesk’s kickoff set the tone for 2025: A year where AI goes from hype to reality and partnerships become more critical than ever. At 729 Solutions, we’re proud to be part of the Zendesk ecosystem, helping businesses drive meaningful results through smarter tools and strategies.

If you’re ready to embrace the future of CX, there’s no better time to start. Whether you’re curious about AI, need help with Explore, or want to join us at Zendesk Relate, let’s connect.

Here’s to an exciting year ahead—together.