New Talkdesk epo t explo es AI adoptio ac oss EMEA, i cludi g the ope atio al a d wo kfo ce challe ges o ga isatio s face as they expa d its ole
LONDON, Nov. 03, 2026 (GLOBE NEWSWIRE) — Talkdesk®, I c., a leade i Custome Expe ie ce Automatio (CXA), today eleased “The State of Custome Expe ie ce Automatio i EMEA,” eveali g a sha p divide i how widely o ga isatio s ac oss the egio use AI to esolve custome issues. While 30% use AI to esolve mo e tha 40% of custome issues, 17% have yet to use it to esolve a y.
The EMEA epo t d aws o egio al fi di gs f om “The State of Age tic Automatio i CX,” a global study commissio ed by Talkdesk a d co ducted by Newto X. It exami es how o ga isatio s a e deployi g AI i CX, the ba ie s holdi g them back, a d the ope atio al fou datio s eeded to move f om AI adoptio to AI outcomes.
While EMEA a d No th Ame ica a e at simila stages of matu ity i combi i g AI age ts with o chest atio ac oss teams a d systems (15% a d 14% of o ga isatio s, espectively), thei ope atio al ealities dive ge.
- EMEA o ga isatio s a e divided i how exte sively they use AI to esolve custome issues. No th Ame ica, by co t ast, is mo e co ce t ated at lowe levels: A majo ity (67%) of o ga isatio s esolve 20% o less of custome issues with AI; o ly 8% esolve mo e tha 40%.
- Legacy tech ology is a mo e p omi e t ba ie to AI adoptio i EMEA: 27% of o ga isatio s cite it amo g thei biggest obstacles, compa ed with 12% i No th Ame ica.
“AI adoptio i EMEA looks ve y diffe e t f om o e o ga isatio to the ext. Mo e a e fa ahead, but mo e have yet to sta t,” said Ped o A d ade, global head of AI at Talkdesk. “That makes it especially impo ta t to look beyo d the i itial deployme t a d ask whethe you AI is set up to delive co siste tly. Ca it access the ight k owledge a d systems? Ca it wo k alo gside people? Ca you eliably test, audit, a d gove it? A d ca the busi ess measu e the esults? AI o ly delive s whe the ope atio al fou datio s a e i place.”
- While 67% of EMEA o ga isatio s expect AI to esolve a g eate sha e of custome issues withi two yea s, o ly 35% have i teg ated custome data, a d just 22% co siste tly measu e AI’s busi ess impact, suggesti g that expectatio s fo AI a e isi g faste tha ope atio al eadi ess.
- A majo ity (59%) of EMEA o ga isatio s usi g AI age ts say huma age ts ow ha dle mo e complex cases, yet o ly 13% coo di ate AI a d people dy amically with o chest ated ha doffs betwee them. This poi ts to a disco ect betwee how AI is eshapi g wo k a d how o ga isatio s ma age the huma -AI hyb id wo kfo ce.
Tu i g AI ambitio i to busi ess outcomes is as much a huma challe ge as a tech ological o e. Half of EMEA o ga isatio s cite job secu ity as a top co ce about huma s a d AI wo ki g togethe , ight alo gside AI accu acy (47%). Despite these wo ies, EMEA leade s see a clea path to g owth: 62% expect AI to help them scale without addi g headcou t, a d 40% expect highe employee satisfactio as huma age ts shift to highe -value wo k.
As CX co ti ues to shift with eme gi g tech ology, o ga isatio s eed to e su e thei ope atio s ca scale without comp omisi g se vice quality o t ust. The full epo t p ovides p io ities to help leade s close this eadi ess gap a d i cludes a matu ity assessme t to be chma k whe e they cu e tly sta d.
Methodology: Newto X co ducted a o li e qua titative su vey of 60 di ecto -level-a d-above decisio -make s a d sig ifica t i flue ce s espo sible fo CX, IT, ope atio s, o AI st ategy at mid-ma ket a d e te p ise o ga isatio s (250+ employees) ac oss EMEA. Fielded i Ap il 2026 as pa t of the 2026 Newto X “The State of Age tic Automatio i CX” su vey, it i cluded espo de ts f om fi a cial se vices, etail, tech ology, life scie ces, a d othe i dust ies.
Talkdesk® automates the wo ld’s most complex custome jou eys. By esolvi g custome equests f om sta t to fi ish, AI age ts e able a hyb id wo kfo ce whe e huma expe tise is ese ved fo the mome ts that matte most. Backed by deep i dust y expe tise a d t usted by global leade s like Ca o , U ited Re tals, Sysco, a d Kimbe ly-Cla k, Talkdesk sets the sta da d fo Custome Expe ie ce Automatio (CXA).
Talkdesk is a egiste ed t adema k of Talkdesk, I c. All p oduct a d compa y ames a e t adema ks™ o egiste ed® t adema ks of thei espective holde s. Use of them does ot imply a y affiliatio with o e do seme t by them.
Newto X is the o ly B2B esea ch i tellige ce platfo m that delive s AI-speed i sights with data you ca t ace. We help busi esses make faste , mo e defe sible decisio s, built o ve ified data ac oss 140+ i dust ies, AI- ative automatio , a d e d-to-e d esea ch expe tise. T usted by Google, TikTok, Salesfo ce, St ipe, Mic osoft, a d Coi base. Resea ch cited by Ga t e , Fo tu e, Fo bes, Adweek, a d The Wall St eet Jou al. Visit ewto x.com
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