Unlocking the ROI of AI in customer experience
From MarTech Series
In his guest article for MarTech Series, John Seeds, Chief Marketing Officer at TTEC Digital, examines the tension between maintaining high-quality customer experience and driving efficiency through artificial intelligence.
Seeds illustrates this challenge through a case study involving a large healthcare organization that sought to improve contact center performance. By applying AI to analyze call data and identify patterns in agent behavior, the company uncovered actionable insights that led to measurable improvements in both customer satisfaction and operational efficiency. The success came not from the technology alone, but from a clear focus on solving a specific business problem with defined outcomes.
“This is the customer experience conundrum: organizations can’t afford to cut corners on CX, but they also can’t afford to maintain the status quo. Despite its promise, AI alone hasn’t solved this problem.”
John Seeds, Chief Marketing Officer at TTEC Digital
