08/25/2026
We just released ๐๐ก๐ ๐๐ญ๐๐ญ๐ ๐จ๐ ๐๐ ๐๐ง๐ญ๐ข๐ ๐๐ฎ๐ญ๐จ๐ฆ๐๐ญ๐ข๐จ๐ง ๐ข๐ง ๐๐ report, revealing that AI adoption has outpaced organizations' ability to turn AI investments into business results, and our survey of 250 CX executives has revealed some astonishing information:
1๏ธโฃ Although 98% of organizations have deployed AI, only 15% combine agentic AI with cross-departmental orchestration to resolve customer requests end-to-end
2๏ธโฃ While AI deployment is par for the course, 85% of organizations don't have the orchestration to unify a hybrid workforce with data and workflows across the entire customer journey
3๏ธโฃ Contact center agents lose an average of 28% of their time switching systems, re-entering data, and searching for customer context
4๏ธโฃ Organizations combining agentic AI and cross-departmental orchestration are 400% more likely to report major customer satisfaction gains
5๏ธโฃ 80% of companies use fewer than 10 AI automations, 64% of businesses use specialized AI agents, and only 35% of brands retain customer context from one system to the next
6๏ธโฃ Only 5% of businesses can quantify AI's impact on business outcomes
To quote our CEO, Tiago Paiva:
"Widespread AI deployment masks the reality that so few organizations can quantify AI's impact on business outcomes. As organizations shift from deploying AI tools to managing AI as part of their workforce, orchestration has become the defining capability separating experimentation from measurable business impact."
This sentiment is echoed closely by our Chief Product, Technology and Customer Officer, Munil Shah, who said:
"AI agents are becoming part of the customer experience workforce. But organizations need more than another AI tool โ they need a way to manage how AI and people work together. We built Talkdesk Customer Experience Automation on the belief that AI creates value when it can coordinate work across systems, departments, and people. The research findings show why that orchestration matters: the companies seeing the greatest business impact aren't just adding more AI โ they're orchestrating work across a hybrid workforce that delivers on the outcomes customers and businesses expect."
Learn more about The State of Agentic Automation in CX report via the press release linked below:
https://www.talkdesk.com/news-and-press/press-releases/state-of-agentic-automation-cx-2026?utm_source=facebook&utm_medium=Organic-Social&utm_campaign=CXA-Benchmark-Report-(NewtonX)-PR-Press-Release&utm_term=post
