AI in customer experience has an orchestration problem, not an adoption problem

Every information technology leader I talk to has an artificial intelligence story about customer experience. Almost none has an outcome story.

That gap is now measurable. Talkdesk Inc., in partnership with NewtonX, surveyed 252 director-level-and-above leaders in customer experience, IT, operations and AI strategy at midmarket and enterprise organizations across four regions. The resulting benchmark, The State of Agentic Automation in CX, concludes that IT should reframe how it plans its next CX investment: Adoption is no longer a differentiator…