It’s the end of CX as we know it

Talkdesk was built on a simple belief: Great customer experience drives growth.

But for years, the tools built to support customer service have fallen short. Companies have chased the same goals—lower costs and higher CSAT—without a real path to resolution. Too many tried to modernize by stacking bots onto broken workflows. The result? More complexity, not greater outcomes. Today, we change that.

We launched Customer Experience Automation (CXA)—not a feature, not a channel add-on, but a new system for delivering CX at scale.

CXA is a full loop of intelligent automation:

• Discover friction across the journey.
• Build intelligent workflows tuned to business logic.
• Orchestrate AI agents and human teams across systems.
• Measure what matters—resolution, not just activity.

It’s not just about answering faster. It’s about getting things done: automatically, repeatedly, and with context.

CXA isn’t a bot. It’s a system.

Most AI solutions in the market are narrow, bolt-on assistants. CXA is different. It orchestrates entire journeys across systems, channels, and teams, delivering real outcomes, not just responses.

And it’s fully system-agnostic; CXA works with any CCaaS, CRM, or helpdesk. It doesn’t replace them—it supercharges them.

Think of this as Act II for customer experience.

Act I was cloud-native CCaaS: built to modernize how businesses connect with customers.
Act II is AI-native: built to automate how customer journeys get resolved.

CXA is an operating system for customer experience—intelligent, agentic, proactive, and deeply specialized by industry.

CXA changes the starting point.

Most customer journeys don’t begin with a phone call or chat. They start when something breaks, changes, or needs to be done. CXA doesn’t wait for the customer to reach out; it acts. It works proactively, behind the scenes, resolving issues before they become problems. This isn’t traditional automation. It’s a new category altogether, and we’re building it before anyone else does.

CXA isn’t just a new name for something we already had. It’s a step-change.

In the past, automation was mostly reactive, answering faster or deflecting inbound contacts. CXA is different. It’s proactive. It’s intelligent. It’s customer-specific.

Think about:

• An airline that rebooks you before you even realize your flight’s delayed.

• A hospital that follows up after an ER visit without needing a nurse to make a call.

That’s not just automation; that’s orchestration at scale. And it’s not limited to the contact center. That’s what makes it so powerful.

And it’s already happening.

Fortune 500s, Global 2000s, and industry leaders are using CXA to transform how they operate:

• Healthcare providers automating post-emergency room discharge follow-up.

• Major airlines and hotel chains automating the entire guest experience, from booking to baggage to room service.

• Banks and insurers resolving claims without agent touch.

• Retail leaders eliminating returns friction and driving loyalty.

• Government agencies and public utilities modernizing service delivery at scale.

This is about orchestrating experience across the full lifecycle, with intelligence, speed, and scale. We’re not layering bots on top of legacy. We’re building the operating system for autonomous CX.

We didn’t just build a new product. We changed what’s possible. The CX revolution starts now. And we’re not just leading it — we’re defining it.