Activity Isn’t Impact: What the Top 15% Do Differently

As AI adoption becomes widespread across customer experience, the challenge for businesses is turning investment into measurable commercial value. This executive roundtable, hosted by AWS and Talkdesk, explores how the most mature organisations are moving beyond automation activity to deliver tangible improvements in customer satisfaction, cost efficiency, retention and business growth.

Through peer-led discussion, senior decision-makers will examine how to move from routing customer interactions to achieving autonomous, end-to-end resolution. The conversation will explore the foundational barriers preventing progress, including disconnected systems, data readiness, security, compliance and governance, alongside the operating models needed to balance human expertise with increasingly autonomous AI agents.

Participants will challenge their current approaches, share practical experiences and identify where targeted improvements could unlock the greatest impact. The discussion will conclude by defining a priority maturity gap to address over the next 12 months, supported by a clear, measurable business outcome.

Talkdesk® automates the world’s most complex customer journeys. By resolving customer requests from start to finish, AI agents enable a hybrid workforce where human expertise is reserved for the moments that matter most. Backed by deep industry expertise and trusted by global leaders like Canon, United Rentals, Sysco, and Kimberly-Clark, Talkdesk sets the standard for Customer Experience Automation (CXA).