Percepta: Celebrating 25 Years of Transforming Automotive Customer Experience
Percepta, a frontrunner in the customer experience (CX) sector tailored specifically for the automotive industry, marks its 25th anniversary this year. Founded in 1999 as a result of a partnership between TTEC Holdings, Inc. and Ford Motor Company, Percepta has successfully transformed customer interactions for leading car manufacturers around the globe. Currently, the company operates in 13 countries and around 60 markets, creating unified experiences across various communication channels, including voice, chat, email, social media, and mobile applications.
To commemorate its milestone anniversary, Percepta recently revealed a revamped website that prioritizes user experience. The redesign offers clients deeper insights into its service offerings and solutions.
Karen Gurganious, the President of Percepta, stated, "For 25 years, we've lived and breathed the automotive experience. Our team possesses an insider's understanding of the industry across manufacturing, retail, and mobility services. We leverage this knowledge daily to cultivate deeper, more meaningful relationships between brands and their customers. This milestone reflects both our journey and our future, inspired by innovation, evolving expectations, and an unwavering commitment to enhancing automotive CX."
In recent decades, Percepta has rolled out hundreds of customer experience initiatives across various market segments, including luxury, mass-market, and fleet services. By marrying profound automotive expertise with a digital-first approach, the company addresses complex challenges faced by original equipment manufacturers (OEMs), dealers, and providers in the mobility sector. Percepta's comprehensive array of services includes customer care, technical and back-office support, customer experience optimization, talent development, and revenue generation assistance. These offerings empower brands to streamline their operations while enhancing the customer journey.
Given its origin as a strategic collaboration between a leading CX technology company and a major OEM, Percepta has a unique perspective on the intricacies of the customer journey. Backed by TTEC's renowned digital CX infrastructure and extensive worldwide network, Percepta is redefining the automotive customer experience by integrating AI-driven personalization with expert agent training. This approach facilitates millions of seamless and intuitively managed interactions annually.
Ken Tuchman, the Chairman and CEO of TTEC, remarked, "The automotive customer experience no longer begins at the dealership—it starts well before the engine starts and continues long after the journey concludes. Through Percepta, we're involved in every aspect of this journey and are privileged to collaborate with leading automotive brands to anticipate what's next, delight customers at every interaction, and create lasting value."
Looking towards the future, Percepta intends to maintain its investment in technologies and talent that foster the next generation of automotive experiences. This includes advancements in smart mobility and connected vehicles, as well as immersive service models that prioritize personalization. As Percepta enters this new chapter, it remains steadfast in its commitment to delivering cutting-edge CX solutions that align with the ever-evolving demands of this dynamic industry.
About Percepta
Percepta LLC, a joint venture between TTEC and Ford Motor Company, has maintained its leadership in customer experience solutions for 25 years, focusing on the automotive and mobility sectors. With operations spanning 13 countries and 60 markets, Percepta offers extensive CX support across multiple channels, enabling both mass-market and luxury automotive brands to optimize their sales, services, and fleet solutions. The company extends its expertise to electric vehicles (EVs) and emerging mobility technologies, including telematics and app support. By providing an array of services from concierge care and technical assistance to back-office operations and digital analytics, Percepta ensures flawless customer interactions at every touchpoint. To learn more, visit
www.percepta.com.