Electric vehicles have captured consumer attention, but attention does not guarantee adoption. As product capabilities become increasingly comparable, the quality of the customer journey becomes the differentiator. Brands that simplify discovery, education, and ownership will be best positioned to turn interest into action. Experts from TTEC and Percepta dove into this topic during the recent webinar, “The EV adoption gap is a CX problem.” Jamie Goldberg, Percepta’s senior vice president of business development and customer success; Omar Riahi, Percepta’s...

“AI is going to transform customer experience (CX).” This is what the industry keeps telling CX leaders.  Unfortunately, many of them are getting stuck at the same dead end: infrastructure made for a different era.  For contact centers built on decades of legacy infrastructure and custom integrations, the promise of AI has collided with architectural reality, creating a widening gap between what CX leaders are being asked to deliver and what their...