AI Alone Won’t Work In CX — Using It to Create Meaningful Customer Moments Will

In a world where 92% of companies are actively integrating AI into their customer interactions, a critical gap is emerging: technology and operations are still largely running on separate tracks.

In a recent Forbes Business Council feature, TTEC President John Abou explains why successful customer experience (CX) relies on "true orchestration" — the seamless alignment of digital intelligence, operational strategy, and human empathy. Rather than asking which tasks to automate, forward-thinking organizations are learning to design experiences around customer intent, using data-driven insights from the contact center to shape their AI strategies.

Discover why the future of CX isn't about isolating AI, but uniting technology, data, and human expertise to create meaningful moments of connection.

Read the article in Forbes.