AI in customer experience has an orchestration problem, not an adoption problem
252 enterprise leaders have AI customer experience pilots. Almost none can measure the outcome.
Why it matters
A Talkdesk/NewtonX survey of director-level leaders reveals a gap between AI adoption in customer experience and measurable business results—framed as an orchestration problem rather than a capability or adoption barrier. For practitioners deploying AI in CX, this surfaces a measurement and integration challenge.
The key facts
10 to knowSurvey: 252 director-level-and-above leaders in CX, IT, operations, AI strategy at midmarket and enterprise
Four regions covered
Gap identified: 'almost none has an outcome story'
Problem framed as orchestration, not adoption
Source: Talkdesk Inc. in partnership with NewtonX
Survey of 252 director-level and above leaders in customer experience, IT, operations, and AI strategy
Midmarket and enterprise organizations across four regions
Benchmark finding: gap between 'almost everyone has an AI story' and 'almost none has an outcome story'
Orchestration identified as the problem, not adoption
Talkdesk Inc. and NewtonX partnership
Go to the source
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Publisher excerpt: Every information technology leader I talk to has an artificial intelligence story about customer experience. Almost none has an outcome story. That gap is now measurable. Talkdesk Inc., in partnership with NewtonX, surveyed 252 director-level-and-above leaders in customer experience, IT,…