AI in customer experience has an orchestration problem, not an adoption problem
SiliconANGLE Zeus Kerravala ● Covered by 10 sources
Talkdesk’s survey found that AI in customer experience is widely adopted but too rarely orchestrated to resolve end-to-end customer needs. Only 15% pair agentic AI with orchestration needed to complete resolution across systems. IT teams are urged to stop treating “use” as the goal and instead focus on operationalization—integrating data and workflows, embedding knowledge, picking resolution-focused journeys, and building measurable KPIs.
Why it matters
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, operations and AI strategy at midmarket and enterprise organizations across four regions. The resulting benchmark, […] The post AI in customer experience has an orchestration problem, not an adoption problem appeared first on SiliconANGLE.
