TTEC Digital

We're #hiring a new Technical Consultant - D365 & Power Platform in United Kingdom. Apply today or share this post with your network.

We're #hiring a new Senior Consultant - Customer Experience Transformation (CXT) in United Kingdom. Apply today or share this post with your network.

"Asking employees, agent assist tools, or self-service bots to literally 'talk like a caveman' to reduce costs is not realistic, and it would hurt the customer experience. The real lesson is that CX leaders can no longer afford to treat AI consumption as a black box, because unchecked usage quietly erodes value and can put entire initiatives at risk." Ryan Boyer, our Solutions Architect, AWS Practice, covered three places to look right now to quickly surface waste and pressure test your consumption strategy in our newsletter (complete with "The Office" references): https://ttecd.co/3RAhAy5

"We’re still designing journeys like humans and AI need the same experience… they don’t. People want to feel understood. AI just wants clean, fast, usable info. Push both down the same path and it starts to show - more repeat contacts, clunky outcomes, and teams stepping in to fix what should’ve worked. This isn’t about choosing between human or AI. It’s about designing both properly." — Carrie Brough in her interview with Nicole Willing for CX Today. Read more here: https://ttecd.co/49p2Yb1

As AI agents become customers too, designing a single CX journey is no longer enough. Carrie Brough’s latest article explores why organisations need separate paths for humans and AI and how to build them effectively. A must-read for CX and AI leaders planning for what’s next. 👇 #CustomerExperience #AI #ContactCentre #DigitalTransformation TTEC TTEC Digital https://lnkd.in/gxQVuMFE

Have you heard of caveman prompting? 🪨 If you remember "The Office" episode where Kevin Malone decides he can be more efficient by talking like a caveman, you already know the concept. Caveman prompting applies that logic to AI by removing extra words, politeness, and prompt filler to reach intent faster. Kevin’s experiment failed. But, that same logic gives CX leaders a practical template for smarter AI consumption that lowers costs and makes AI strategies more sustainable. Read all about it from Ryan Boyer, who leads our Amazon Web Services (AWS) solution architecture team, in our latest edition of CX Express. His team is focused on supporting customers and sales opportunities from small and medium businesses to global enterprises.

The era of designing CX for a single type of interaction is coming to an end. As AI agents become part of the customer journey, orgs can no longer rely on one experience model to serve people and machines. Human customers need empathy, context, and reassurance; AI agents need structured, consistent, and machine-readable information. By trying to serve both, organizations risk delivering an experience that works well for neither. Carrie Brough, our Director of Strategy and Ops, EMEA, talked about this and more with Nicole Willing for CX Today.

"You can't plan a rigid three-year roadmap for tech that unfortunately evolves monthly at this point. You need an architecture that adapts, not a fixed plan that's obsolete before the ink dries on your statement of work." ✒️ Hear more from Nathan Galloway, our Executive Director, Google Solution Architecture on common AI problems you could be seeing in your org. Nathan's role is centered on leading the technical vision and pre-sales strategy for our Google portfolio. With over a decade of experience in technology and consulting, he specializes in leveraging Google Cloud Platform, generative AI, and strategic leadership to empower global enterprises in delivering exceptional customer experiences.

We’ve been recognized with Amazon Web Services (AWS)' Financial Services Competency designation! Read more here: https://ttecd.co/4x9sBqD “The AWS Financial Services Competency underscores our commitment to helping financial institutions innovate with confidence while meeting the highest standards for security, compliance, and customer experience. By combining deep financial services expertise with AWS cloud and AI powered solutions, we enable our clients to deliver more intelligent, personalized experiences that build trust and long-term customer value.” – William F Treacy III, our Vice President of Global Sales

On Memorial Day, we’d like to honor the brave men and women who made the ultimate sacrifice in service to our country. Today serves as a reminder of the sacrifice and strength they’ve given on our behalf – may we never forget their bravery.