The breakthrough in CX automation: Beyond bots to a hybrid workforce.

Traditional contact centers track indicators such as average handle time and reply rates, yet these KPIs don’t reflect what customers actually want: fast, frictionless outcomes. Customers think of desired results, not which communication channels are available.

AI changes this. Not by supporting agents, but by doing the work itself.

In this on-demand webinar, Jakob Harder, Enterprise Account Executive at Talkdesk, breaks down how Customer Experience Automation (CXA) replaces fragmented, channel-first thinking with a unified, outcome-driven approach powered by agentic AI.

What we’ll cover:

• Why classical contact center thinking falls short and what customers actually experience when context disappears between channels.

• How agentic AI goes beyond generating responses to pursuing goals, executing workflows, and delivering real outcomes.

• What a hybrid workforce looks like in practice, where AI handles routine, repeatable tasks and humans focus on complex, high-judgment interactions.

• The three-phase roadmap for getting started with CXA, from quick-win use cases to full-scale autonomous customer experience.

What you’ll take away:

• A clear understanding of why agentic AI differs fundamentally from rule-based chatbots and generative AI tools.

• A practical framework for identifying your Phase 1 CXA use cases and building toward multi-step, cross-system automation.

• Ready to lead internal conversations about AI adoption.

Whether you’re just beginning your AI journey or already scaling automation across your organisation, this session gives you the language, the logic, and the roadmap to move forward.