Run it like a lab

Building a CX experimentation culture in your contact center

Caesars Forum, Workshop A

James Bednar

VP, Product and Innovation

TTEC

Karl Phenix

VP, Global Microsoft Strategy & GTM

TTEC Digital

Andrew J Santoro

Head of Retail & Preferred Client Service Contact Center

Bank of America

Ryan Moore

Vice President - Customer Support & Global BPO Strategy

DailyPay

Change is a project, not a reflex. The most innovative contact centers do not just adopt new technology; they continuously test, learn, and improve.

While leading brands are constantly evolving through experimentation, many contact centers are still designed to avoid change. That is why many struggle to keep pace.

Join leaders from TTEC, Bank of America, and DailyPay to explore how continuous experimentation across AI, IVR flows, agent experiences, and routing strategies is helping brands improve CX faster.

Find us in the map

Cut through the CX noise

Every CX leader is being pulled in a hundred different directions by new AI tools, transformation roadmaps, and competing priorities.

Meanwhile, the real question gets lost:
What is actually improving the customer experience and driving measurable business outcomes?

That is where TTEC comes in. We help brands stay focused on what matters most by bringing together AI, technology, operations, customer experience, and growth expertise that turns strategy into real operational impact.

Reduce cost to serve.
Increase loyalty and retention.
Create more connected journeys.
Drive smarter growth.

Cut through the CX noise

Every CX leader is being pulled in a hundred different directions by new AI tools, transformation roadmaps, and competing priorities.

Meanwhile, the real question gets lost. What is actually improving the customer experience and driving business outcomes?

That is where TTEC comes in. We help brands stay focused on what matters most by bringing together AI, technology, operations, and CX expertise that turns strategy into measurable impact.

Reduce cost to serve. Increase revenue. Enable innovation. Protect customer experience.

How Focused Is Your CX Strategy?

VISIT TTEC AT BOOTH #561 TO DISCOVER WHAT TRULY DRIVES IMPACT.

CX priorities that drive impact

The pressure to improve efficiency, grow revenue, adopt AI, and protect customer experience is forcing organizations to rethink where they focus next.

See how TTEC helps brands turn CX priorities into measurable business outcomes: