AI Agents are Taking Over CX
Customer experience is stuck in a system it has outgrown. Customers jump across channels. Agents juggle disconnected tools. And every handoff introduces friction, delay, or inconsistency.
The old playbook—optimising workflows, tweaking scripts—just isn’t enough anymore.
It’s time for something more radical: Customer Experience Automation (CXA)—a new approach built on multi-agent orchestration, where specialised AI agents work together to coordinate, resolve, and elevate every moment of the CX lifecycle.
In this timely conversation, leading industry analyst Zeus Kerravala will explore the accelerating trends disrupting the CX landscape and explain why traditional platforms can’t keep up. Then, Pedro Andrade, VP of AI at Talkdesk, will introduce the concept of CXA. In this end-to-end system, AI agents are not only deployed but also orchestrated, working in concert to automate complex, cross-functional customer journeys.
This session is designed for CX and IT leaders rethinking how work gets done—and wondering where AI agents actually fit in.
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