WHY INTELLIGENT CX IS THE GAME-CHANGER FOR MANUFACTURERS IN 2025?

In 2025, AI is doing more than cutting costs—it’s unlocking new revenue streams. Zendesk’s Regional Vice President, Asia and India, Maureen Chong, reveals how AI-powered customer experience is transforming manufacturing from product-focused to relationshipled, boosting efficiency, insight, and long-term growth in the process.

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In an industry often characterised by caution and complexity, 2025 presents a curious paradox for manufacturers. While some are gearing up for expansion, others are bracing for contraction. According to Maureen Chong, Regional Vice President, Asia and India at Zendesk, “Success in 2025 will boil down to adaptability. Those who lean into innovation and adopt advanced technologies like Artificial Intelligence (AI) will be able to streamline operations and boost efficiency, setting themselves up for growth. It's not just about having the right tools—it's about how quickly and intelligently manufacturers can pivot when the market shifts.”

"A strong CX strategy not only builds loyalty but offers deep insights into customer needs, pain points and preferences. This kind of intelligence allows manufacturers to stay a step ahead proactively meeting and exceeding market expectations in an everevolving landscape."

Chong firmly believes that Customer Experience (CX) sits at the heart of this adaptability. “Globally, 89 per cent of CX leaders in manufacturing say that delivering exceptional customer service is a key differentiator. A strong CX strategy not only builds loyalty but offers deep insights into customer needs, pain points and preferences. This kind of intelligence allows manufacturers to stay a step ahead—proactively meeting and exceeding market expectations in an ever-evolving landscape.”

AI, Chong notes, is a crucial enabler in helping manufacturers navigate today’s volatile terrain.

"Al facilitates cross-functional collaboration, strengthens supply chain communication, and creates a unified ecosystem where information flows in real-time. When AI is integrated into CX, manufacturers not only respond faster—they respond smarter."