The state of agentic automation in CX

AI adoption is nearly universal. CX transformation is not. Talkdesk surveyed more than 250 senior leaders across mid- and large-enterprise organizations and found a clear execution gap: most organizations have AI that responds or routes. Few have AI that resolves.
What the research reveals:

• Why the gap between AI activity and CXA maturity is widening.

• What separates organizations that route work from those that resolve it.

• How CXA maturity translates into measurable customer and business impact.