Percepta Celebrates 25 Years of Transforming Automotive Customer Experience
MWN-AI** Summary
Percepta, a prominent leader in automotive customer experience (CX), recently celebrated its 25-year anniversary, marking a significant milestone in its journey to enhance customer engagement across the globe. Established in 1999 through a partnership between TTEC Holdings, Inc. and Ford, Percepta has evolved into a crucial global CX partner, serving in 13 countries and spanning 60 markets. The company’s services provide comprehensive support through various channels, including voice, chat, email, social media, and app-based interactions.
As part of its anniversary celebrations, Percepta launched a newly redesigned website aimed at delivering a modern and user-friendly experience while showcasing its extensive range of services and solutions. The company’s president, Karen Gurganious, emphasized their deep understanding of the automotive industry, which enables them to foster meaningful relationships between brands and customers. Over the years, Percepta has successfully executed hundreds of CX programs across luxury, mass-market, and fleet segments, leveraging a blend of automotive expertise and a digital-first approach to tackle complex challenges faced by OEMs, dealers, and mobility service providers.
With a goal of transforming the automotive customer experience, Percepta’s offerings include customer care, technical support, CX optimization, and talent services. The company utilizes TTEC's advanced digital infrastructure to enhance interactions through AI-driven personalization. Ken Tuchman, TTEC's Chairman and CEO, noted that the modern automotive customer experience extends well beyond the dealership, emphasizing their commitment to embedding themselves in every aspect of the customer journey.
Looking ahead, Percepta continues to invest in innovative technologies and talent, poised to meet the evolving demands of the automotive industry, including advancements in smart mobility and connected vehicles. Their dedication to creating cutting-edge CX solutions will help shape the future of automotive interaction.
MWN-AI** Analysis
Percepta's 25-year milestone in automotive customer experience offers important insights for investors looking to capitalize on the evolving landscape of customer service in the automotive sector. As the joint venture between TTEC Holdings, Inc. (NASDAQ: TTEC) and Ford continues to innovate, understanding its strategic directions can guide investment decisions.
Percepta has positioned itself uniquely by blending deep industry knowledge with digital-first capabilities. This dual strength allows the company to address complex challenges faced by automotive OEMs and dealerships while enhancing customer satisfaction. As automotive brands increasingly prioritize customer engagement—especially in light of shifting consumer expectations—Percepta's integrated approach could become a pivotal element in sales and customer retention strategies.
With automotive firms racing towards digitization and personalization, Percepta’s investment in advanced technologies like AI-driven analytics and immersive customer service models signals a robust growth trajectory. Market participants should consider the implications of such investments, as they may lead to cost efficiencies and improved customer loyalty, thereby driving revenue.
Additionally, the firm’s commitment to enhancing experiences related to electric vehicles (EVs) and mobility services reflects a proactive stance amid the industry's pivot to sustainable transport. As initiatives around connected vehicles and smart mobility advance, Percepta’s expertise in these areas positions it favorably to capture emerging market opportunities.
Investors should monitor TTEC's share performance for potential volatility, particularly in response to overall market conditions within the automotive industry and shifts in consumer behavior. As Percepta continues to refine its service offerings, claiming an influential role in customer journey optimization, it could be worthwhile to maintain a close watch on its partnership developments and technology implementations, which might lead to favorable returns in the long run.
**MWN-AI Summary and Analysis is based on asking OpenAI to summarize and analyze this news release.
PR Newswire
DEARBORN, Mich. , July 8, 2025 /PRNewswire/ -- Percepta , a customer experience (CX) leader purpose-built for the automotive industry, is celebrating 25 years of transforming customer engagement for premiere car brands across the globe. Launched in 1999 as a joint venture between TTEC Holdings, Inc . (NASDAQ: TTEC) and Ford , Percepta has evolved into a global CX partner operating in 13 countries and 60 markets, delivering seamless experiences across multiple channels—from voice and chat to email, social, and app-based support.
To mark the anniversary, Percepta unveiled a bold new website —redesigned to deliver a sleek, modern user experience and offer a deeper look into its global services and solutions.
"For 25 years, we've lived and breathed the automotive experience," said Karen Gurganious , President of Percepta. "Our team brings an insider's understanding of the industry—across manufacturing, retail, and mobility services—and we apply that knowledge every day to create more meaningful, loyal relationships between brands and their customers. This milestone reflects both our journey and our future—driven by innovation, evolving expectations, and a commitment to elevating automotive CX."
Over the past two decades, Percepta has launched hundreds of CX programs across luxury, mass-market, and fleet segments. The company combines deep automotive knowledge with a digital-first mindset to solve complex challenges for OEMs, dealers, and mobility service providers . Offering a comprehensive suite of services—including customer care, technical and back office support, CX optimization, talent and learning services, and revenue generation—Percepta helps brands streamline operations and strengthen the customer journey.
As a joint venture between a premier CX technology leader and a global OEM, Percepta uniquely understands every gear in the customer journey. Supported by TTEC's award-winning digital CX infrastructure and global delivery footprint, Percepta is transforming the automotive customer experience by blending AI-driven personalization with expert agent training to deliver millions of intuitive and seamless interactions annually.
"The automotive customer experience no longer begins at the dealership—it starts well before the engine does and continues long after the journey ends," said Ken Tuchman , Chairman and CEO of TTEC. "Through Percepta, we're embedded in every aspect of this journey and are honored to work side by side with leading automotive brands to help them anticipate what's next, delight customers at every touchpoint, and build lasting value."
Looking ahead, Percepta continues to invest in technologies and talent that support the next generation of automotive experiences—from smart mobility and connected vehicles to immersive, personalized service models. As Percepta enters its next chapter, it remains committed to delivering cutting-edge CX solutions that meet the evolving demands of a dynamic, fast-paced industry.
About Percepta
Percepta LLC, a joint venture between TTEC and Ford Motor Company, has been a leader in customer experience (CX) solutions for 25 years, specializing in the automotive and mobility sectors. Operating in 13 countries and 60 markets, Percepta delivers end-to-end CX support across multiple channels, helping both mass-market and luxury automotive brands optimize sales, service, and fleet solutions. The company also offers expertise in electric vehicles (EVs) and emerging mobility technologies, including telematics and app support. With a full range of services from concierge care and technical support to back-office operations and digital analytics, Percepta ensures seamless customer interactions at every touchpoint. Visit www.percepta.com to learn more.
Media Contact:
Meredith Matthews
meredith.matthews@ttec.com
+1 281-770-2566
SOURCE Percepta
FAQ**
How has the partnership between TTEC Holdings Inc. TTEC and Ford evolved over the past 25 years to enhance Percepta's customer experience offerings in the automotive sector?
What specific technologies and innovations is Percepta planning to implement in the future to further improve automotive customer experiences, especially in collaboration with TTEC Holdings Inc. TTEC?
In what ways does Percepta differentiate itself from other CX providers in the automotive industry, particularly in utilizing the expertise of TTEC Holdings Inc. TTEC?
Can you elaborate on how Percepta's integration of AI-driven personalization and TTEC Holdings Inc. TTEC's digital infrastructure impacts customer interactions across various channels?
**MWN-AI FAQ is based on asking OpenAI questions about TTEC Holdings Inc. (NASDAQ: TTEC).
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