2025 ZKast

Zeus Kerravala (ZK Research), Juanita Coley (Solid Rock Consulting), and special guest Maribel Lopez (Lopez Research) break down the major announcements from the Talkdesk Analyst Event in Savannah!

The main theme was Customer Experience Automation (CXA)—Talkdesk's strategy to decouple their AI platform from their core CCaaS (Contact Center as a Service) solution. Is this a brilliant Trojan horse strategy to gain market share, or a necessary evolution of the contact center?

We discuss:

💡 CXA Explained: Why Talkdesk's AI decoupling is a "natural progression" reflecting a hybrid workforce of humans and AI.

⚔️ The Trojan Horse Strategy: Is selling AI separately a way for a minority shareholder to land-and-expand into other vendors' installed bases?

🤖 The Future of CCaaS: Is this the "death of CCaaS" as we know it, similar to how standalone video platforms died in UC? Or is it a revolution?

📊 Frankenstein Stack vs. Platform: Why legacy vendors with bolted-on components face challenges in an AI-first world where data is everything.

🛣️ Go-to-Market Shift: Analyzing Talkdesk's new sales leadership and industry focus—is this the right approach to talk to CIOs and line-of-business executives outside the traditional contact center?

🔬 LLMs vs. SLMs: The increasing importance of Small Language Models (SLMs) for industry-specific nuances and better fine-tuning.

Join us for this deep dive into the strategic shifts driving the Contact Center and Customer Experience market!

Zeus Kerravala: ZK Research

Juanita Coley: Solid Rock Consulting

Maribel Lopez: Lopez Research

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