DENVER, Dec. 12,
2024 /PRNewswire/ -- TTEC Holdings, Inc.
(NASDAQ: TTEC), a leading global CX (customer experience)
technology and services innovator for AI-enhanced CX with solutions
from TTEC Engage and TTEC Digital, has
identified the top five trends shaping CX in 2025. These
advancements reflect the transformative impact of AI, data, and
global connectivity in enhancing customer interactions.
"2025 will be a pivotal year for customer experience as AI,
data, and technology converge to unlock extraordinary opportunities
for brands to connect with their customers," said TTEC Engage
President John Abou. "By embracing
these trends, companies can deliver personalized, impactful
interactions that drive loyalty, growth, and differentiation in the
market."
From Hype to Practicality: Building a Strong CX
Foundation
While the promise of AI and advanced CX technologies has
generated significant excitement, 2025 is the year when execution
will take center stage. To fully capitalize on these innovations,
companies must focus on laying a solid foundation of seamless
systems, aligned strategies, and operational readiness.
"Success in the CX landscape will require more than adopting new
technologies — it's about integrating these tools into practical,
scalable solutions that deliver real results," added TTEC Chief
Marketing Officer Nick Cerise. "The
hype phase is over. Now is the time to ensure businesses have the
infrastructure and strategies in place to unlock the true potential
of AI and data-driven customer experiences."
2025 CX Trends: Transforming Interactions
- Borderless CX - AI tools like real-time language
translation and voice enhancement enable brands to deliver seamless
customer support globally, tapping into diverse talent in regions
such as South Africa and
Rwanda where new business is
making a lasting social impact.
- Advanced Data Insights - Breaking down silos, seamless
data flow, and AI-powered analytics will revolutionize omnichannel
strategies, enabling more precise problem-solving and insight
generation.
- AI in Self-Service - Autonomous AI agents will enhance
customer independence while collaborating with human associates for
real-time assistance, improving interaction quality.
- Redefining the CX Workforce - Automation will shift
associate roles toward handling complex interactions. AI-enhanced
training will emphasize soft skills, technical proficiency, and
experiential learning to meet evolving demands.
- Unlocking Customer Value - Brands will use AI to
integrate sales efforts into touchpoints, prioritize high-value
customers, and maximize customer lifetime value through deeper
data-driven insights.
A New Era of CX Excellence
As CX evolves, brands must balance human empathy with automation
and integrate contact center, CRM, and AI tools for seamless,
customer-centric strategies. With new access to incredibly powerful
analytics, insights, and AI-enhanced tools, brands that can put
those insights to work have an opportunity to truly revolutionize
how they think about and deliver CX.
Get TTEC's full 2025 CX Trends report here:
https://www.ttec.com/resources/trends-report/cx-trends-2025.
About TTEC
TTEC Holdings, Inc. (NASDAQ: TTEC) is a leading global CX
(customer experience) technology and services innovator for
AI-enabled digital CX solutions. The Company delivers leading CX
technology and operational CX orchestration at scale through its
proprietary cloud-based CXaaS (Customer Experience as a Service)
platform. Serving iconic and disruptive brands, TTEC's
outcome-based solutions span the entire enterprise, touch every
virtual interaction channel, and improve each step of the customer
journey. Leveraging next gen digital and cognitive technology, the
Company's Digital business designs, builds, and operates
omnichannel contact center technology, conversational messaging,
CRM, automation (AI / ML and RPA), and analytics solutions. The
Company's Engage business delivers digital customer engagement,
customer acquisition and growth, content moderation,
fraud prevention, and data annotation solutions.
Founded in 1982, the Company's singular obsession with CX
excellence has earned it leading client, customer, and employee
satisfaction scores across the globe. The Company's employees
operate on six continents and bring technology and humanity
together to deliver happy customers and differentiated business
results.
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SOURCE TTEC Holdings, Inc.