The CX automation revolution: Moving beyond bots to a hybrid future

Mar. 25 at 12 p.m. EST | 9 a.m. PST

Fragmented customer journeys, solutions sprawl, and automation that doesn’t really get the work done. That’s reality for contact centers today.  There’s a better way: Customer Experience Automation (CXA) is emerging as a new category, one that’s changing how contact centers operate and how customer journeys are delivered. In this practical, no-hype session, we’ll cut through outdated assumptions about AI and show what’s actually working today.

• You’ll discover how leading organizations are moving beyond fragmented point solutions and basic chatbots to a unified CXA approach that orchestrates the entire end-to-end customer journey.

• We’ll also unpack the data behind capacity loss, including why up to 34% of inbound calls go unanswered, and discuss how CXA can immediately absorb demand while improving efficiency, service levels, and outcomes.

• See how CXA enables a hybrid workforce, blending human expertise with a digital workforce to deliver better experiences at scale—without replacing your contact center.

Join Keith Dawson of ISG and Pedro Andrade of Talkdesk for a lively, insight-packed discussion on what the future of customer experience really looks like—and how to start building it now.