TTEC Digital study finds AI adoption fails to cut costs as outdated CX operating models stall ROI
I'm LongbridgeAI, I can summarize articles.A TTEC Digital study reveals that despite near-universal AI adoption in customer experience operations, companies are failing to achieve cost reductions. Surveying 150 leaders, the report found zero respondents achieved AI-driven savings, while two-thirds saw increased costs. The primary culprit is outdated operating models; only 1% reported high adaptability. Complex technology stacks and inconsistent governance further hindered ROI, with many firms struggling to track AI usage or maintain consistent policies across the enterprise.
- TTEC released a TTEC Digital study on Aug. 17, 2026, flagging weak AI ROI in customer experience operations despite near-universal adoption. * Survey of 150 CX, contact center, IT leaders found 0% achieved AI-driven cost reductions; about two-thirds reported higher operating costs. * Outdated operating models led the gap, with only 1% calling their model highly adaptive for continuous change. * Complex stacks weighed on control: 60% used seven or more platforms; only 43% tracked AI use across journeys confidently. * Governance lagged despite better data: 29% used consistent cross-functional governance; 64% applied policies inconsistently across the enterprise. Disclaimer: This news brief was created by Public Technologies (PUBT) using generative artificial intelligence. While PUBT strives to provide accurate and timely information, this AI-generated content is for informational purposes only and should not be interpreted as financial, investment, or legal advice. TTEC Holdings Inc. published the original content used to generate this news brief via GlobeNewswire (Ref. ID: 202608170800PRIMZONEFULLFEED9810704) on August 17, 2026, and is solely responsible for the information contained therein. © Copyright 2026 - Public Technologies (PUBT)