The Intelligence Gap Shaping the Future of Customer Automation – Webinar

Date: 27th October 2026 | 8am PT | 11am ET | 4pm BST

Location: Virtual

Register Now!

Automation is everywhere in customer experience. But are organizations actually using it to deliver better outcomes? Join the panellists as they unpack the findings from the newly released CX Landscape Report 2026.

The research reveals a widening intelligence gap in CX. While 99% of organizations now use automation in customer interactions, only 23% describe themselves as highly automated and consistently optimizing those experiences using customer insights.

In this practical discussion, the panellists will explore what separates organizations achieving stronger customer outcomes from those struggling to realize value from AI and automation. Together, they’ll share perspectives on intelligence-led automation, the role of human expertise in an AI-powered world, and how CX leaders can transform customer data into meaningful business action.

Join to learn:

• How leading organizations use customer intelligence to continuously improve automated customer journeys and deliver better outcomes.
• Why 95% of CX leaders believe human agents still add more value than AI in at least some customer interactions, and what that means for CX strategy.
• How AI is being used to augment human expertise through real-time guidance, coaching and decision support, rather than simply replacing human work.
• Practical steps to break down organizational silos, align teams around customer intelligence, and create a continuous improvement cycle for automation.

Whether you’re responsible for customer experience, contact center operations, digital transformation, AI strategy, or customer intelligence, this discussion will provide valuable insight into the trends, risks, and opportunities shaping the next generation of customer automation.

Register Now

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