The End of an Era: Customer Service Trends as we Know Them are Dead

In evolution, “trends” describe gradual adaptations that emerge over time due to environmental pressures, but do not necessarily redefine a species. These changes can be temporary and reversible. But some disruptions are so significant they permanently alter a species’ trajectory, or even lead to the emergence of a new species. These disruptions transform ecosystems, create new challenges and opportunities and force species to adapt – or risk extinction. Intercom, a sponsor at The Customer Show Exec Forum 2025, have been documenting gradual trends in customer service for years, but AI represents a “paradigm shift” – a disruption so great that it permanently changed the trajectory. We’ve moved beyond trends and into a transformed world of AI-first customer service, and we must learn to adapt in order to survive.

Moving towards the future, this report will explore how AI has changed everything and the best ways to navigate and survive in this new environment.