Faster, better, less costly.
Widely attributed to NASA and its new approach to space exploration in the 1990s, this phrase also captures success metrics of TTEC clients to tell a much richer story. How do we enhance the customer experience across banking, healthcare, retail, high-tech, travel and more sectors while driving key performance indicators (KPIs)? Good question! Here’s five ways we elevated CX in 2025.
Before we get into the five things, you may wonder: “How do I know?” I know because AI told me so. Using AI to analyze TTEC’s expansive library of TTEC case studies, I entered the prompt: What are the key throughlines (to use the latest parlance of pundits) of client successes?
High five! Here’s what works
Elevating CX and loyalty: Everyone wants undying customer loyalty but achieving it is a complex undertaking that requires ongoing care and feeding. We assessed each unique scenario to craft the right strategies. We stripped out legacy technology and processes to streamline operations. Intelligent deployment of AI accelerated associates’ speed to proficiency while also revealing insights that led to other improvements.
Analysis of our library of case studies revealed that a focus on concierge-level engagement and proactive outreach went a long way to lifting CX — and loyalty, too. One telecom increased its Net Promoter Score (NPS) 23% while a healthcare payer boost its NPS 17%. As anyone who follows Frederick Reichheld’s NPS methodology knows, any bump in NPS, even 1% or 2%, is admirable.
AI for coaching: Data-driven insights were another common thread across TTEC case studies. Here, AI was used to crunch huge volumes of performance data to suss out what makes great customer care associates, well, great. We also identified common attributes of associates who are competent, but just not achieving their full potential.
Data-driven precision coaching tailored to individuals’ strengths and weaknesses not only increased sales conversions by 11% for an insurance client, but it also reduced average handle time, too. Personalized coaching we deployed at a hyperscaler improved customer acquisition 52% while decreasing associate attrition 57%.
Savvy sales strategy: Increased sales, conversions, and new customer acquisition were other common themes across client engagements. We launched a flexible, cross-trained team of associates to power both inbound and outbound engagement to supercharge subscriptions to connected services. Revenue revved up for our automotive client with digital subscriptions rising 500%. Meanwhile a luxury retailer leveraged our service-to-sales strategy to boost sales 10% and conversion by 37%. These successes were made possible by examining customer intents, data analysis, and conversational intelligence to discover — and seize — new opportunities to upsell and cross-sell.
Adapt or don’t: Businesses whose performance improvement metrics told an impressive story were those unafraid to abandon old school thinking. They accepted that what once worked well, sometimes doesn’t deliver anymore. New market demands and hot product launches led some leaders to embrace flexible workforce models, such as a Work At Home strategy, to scale without breaking the bank.
A TTEC healthcare client documented a 22% boost in conversions while increasing quality and efficiency when it transitioned to a 100% remote workforce. Another client, whose marketing campaign for a new product went viral, responded by mobilizing a specialized CX program in just three weeks to meet the surge in demand. Sales conversions surged 37%.
Reengineer for efficiency: Many clients profiled in TTEC case studies attributed success to their willingness to experiment, to try the untried to find out if new practices could make a positive impact. After reengineering operations, one financial services company improved productivity, CX and reduced average handle time (AHT) 36%.
Another client, in high tech, engaged TTEC to overhaul disjointed and largely manual back office processes that created supply chain bottlenecks. We implemented a multifunctional, multilingual support model to optimize workflows across three lines of business. The results: New levels of agility and a 100% first response time plus 90% closure rates. Error rates fell below 2%, exceeding expectations.
Reflecting on 2025, TTEC achieved significant advancements in CX and business optimization, and we are poised for even greater success in 2026.
