The state of customer experience automation in EMEA: A region at two speeds

AI adoption is nearly universal. CX automation is not. Across EMEA, there’s a clear execution gap: in 30% of organizations, AI already resolves more than 40% of customer issues. In 17%, it has yet to resolve a single one.

Talkdesk surveyed CX, IT, and operations leaders in EMEA to benchmark customer experience operations:

• Two speeds, one region: EMEA matches North American CXA maturity, but reveals a wider gap in AI resolution between high performers and late starters.

• The foundation for success: High-impact organizations (where AI resolves more than 20% of issues) are far more likely to have integrated customer data and to measure AI’s business impact.

• The obstacles to automation: Why legacy infrastructure and multilingual complexity, not compliance, are EMEA’s distinct automation bottlenecks.