The New CX Operating Model: How TTEC Is Connecting Human Expertise, AI, and Technology
In an exclusive Frost & Sullivan Transformational Growth Leadership conversation, TTEC Digital President Chris Brown joins TTEC Engage CEO John Abou and Frost & Sullivan Associate Partner Lynda Stadtmueller to explore how customer experience (CX) is evolving from traditional, labor-only models to intelligent, outcome-focused orchestration.
Highlighting the synergy between TTEC Digital’s AI, data, and technology enablement capabilities and TTEC Engage’s frontline operational scale, Brown and Abou share practical insights on deploying AI at scale without losing the human element.
"What makes AI particularly relevant is how well suited it is to CX. For TTEC, that has brought the conversation around CX technology much more front and center, creating greater interest in AI, automation, and the transformation these technologies can enable. At the same time, AI can look deceptively simple. There are still significant workflow and operational considerations, along with the governance, tools, and guardrails required to make AI work effectively at scale."
