The Call You Never Had to Make: Can Automation Finally Deliver the Human Touch?

From hold music to hands-free service — how customer experience automation is reshaping loyalty, trust, and the future of CX.

We’ve all felt it — the hold music, the repeated explanations, the sense that despite all the technology in the world, customer experience still feels broken.

For CX leaders, that frustration points to a bigger business challenge: how do you deliver fast, personal, seamless experiences at scale — without driving up cost, complexity, or burnout?

In this on-demand CX Today webinar, Rob Scott is joined by Kevin McNulty, Senior Director of Product Marketing at Talkdesk, to explore a new approach that goes beyond managing interactions and starts automating outcomes across the entire customer journey.

Together, they examine why traditional CX models have struggled to keep pace with customer expectations — and how Customer Experience Automation (CXA) enables organisations to move from reactive firefighting to proactive, predictive service.

The conversation cuts through the AI hype to focus on real business impact, including:

• Why customers still repeat themselves in 2026
• What fragmented systems cost brands in loyalty and revenue
• How AI agents and unified data remove friction rather than add it
• Where personalization and profitability stop being trade-offs
• How AI is reshaping trust between brands and customers

If you’re responsible for CX strategy, digital transformation, or technology investment, this session will challenge how you think about automation — and why the next phase of CX is about doing the work, not just managing interactions.

Customer expectations aren’t slowing down — but many CX strategies still are. While most organisations are experimenting with AI, very few are using it to meaningfully reduce friction and scale personalization. This webinar shows what’s changing now — and what leaders who wait risk missing.

Watch the on-demand webinar to learn how CX Automation from Talkdesk helps organisations remove friction, anticipate customer needs, and deliver experiences that feel personal at scale.