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 customer experience, IT, and operations leaders. Here’s what the research reveals:

• Two speeds, one region: How EMEA compares with North America benchmarks, with similar CXA maturity but more organizations at both ends.

• The foundation of success: What organizations where AI resolves more than 20% of customer issues have in common, from integrated customer data to consistent measurement of business impact.

• The real obstacles to automation: How legacy infrastructure and multilingual complexity, not compliance, set EMEA apart.