For over 40 years, TTEC has led the industry with customer experience (CX) and contact center expertise. But beyond operational excellence, one of our goals is to share what we learn in our thought leadership blogs to educate, inform, and guide what’s now and next in the world of customer experience.
This year, we wrote more than 50 thought leadership blogs representing industries including automotive, healthcare, retail, banking, and technology, just to name a few.
What topics did we cover in 2025? With a little help from AI, here is the TTEC blog year in review:
Top 5 CX topics:
1. AI and automation: It’s no surprise this was the dominant topic for TTEC. It’s a critical topic for nearly every business. This year, we wrote about how generative AI, agentic AI, and automation paired with human oversight are transforming customer experience, operations, training, and analytics.
AI has become the foundation for innovation, efficiency, and personalization in every industry, not just a single vertical. And it’s continually evolving, so AI will be a topic we’ll cover throughout 2026 as well. In fact, it’s one of our top 2026 CX trends.
Essential content:
- AI doesn’t work for everyone – how can tech CX leaders get it right?
- TTEC Earns 5 Stevie® Awards for innovative AI-driven CX
- The new revenue generation power duo: AI and CX
2. Conversational clarity: Language accessibility is a universal CX challenge, especially for global organizations and diverse customer bases. AI has helped create a level playing field for language clarity, accent softening, and real-time translation that can be delivered from anywhere in the world.
We highlighted the impact of AI-enhanced, real-time translation tools (like award-winning TTEC ADDI) on breaking down language barriers, enabling global support, and improving accessibility for all customers.
Essential content:
- Cut through the noise with AI tools that improve CX
- Webinar recap: AI transforms translation into real-time connection
- The interpretation gap: Why good CX fails on accessibility
3. Resilience in the CX arena: Economic uncertainty, rising customer expectations, and technological disruption are challenging CX leaders to think differently and develop agile operations. We shared forward-looking CX strategies and best practices from TTEC and elsewhere to provide guidance on
Essential content:
4. Employee training and coaching innovation: Employee experience is consistently cited as a top CX priority, with AI and automation enabling more effective, personalized development. This year, we examined the importance of employee engagement, AI-enhanced training, customized coaching, and upskilling as critical drivers of CX success and operational resilience.
Essential content:
- From overwhelmed to optimized: AI is transforming learning design
- TTEC poll: Employee engagement remains top CX priority, but digital gains ground
- Humanity First: Everyone belongs, every voice matters
5. Trust and safety: Mitigating fraud and safeguarding trust are vital, making robust, AI-enhanced defenses a cross-industry imperative. Our coverage this year focused on the rising threat of AI-enabled fraud (deepfakes, synthetic identity), the importance of trust and safety strategy within your contact center, and the evolution of Know Your Customer (KYC) practices.
Essential content:
- The many faces of fraud: This is no game
- The invisible threat: Deepfakes and synthetic voices
- Richer data, human-powered context fortify payment fraud mitigation
The CX industry continues to evolve, and we plan to provide even more thought leadership in 2026. Got a topic you want us to explore? Let me know.
Here’s to looking back on what we’ve accomplished in 2025 and to all that we have yet to write about.
