Google NEXT 2025: Top Takeaways from the TTEC Digital Team

This spring’s Google Cloud Next event in Las Vegas brought TTEC Digital together with other CX innovators to discuss advancements in AI, agent empowerment, and customer engagement. As a premier Google partner, TTEC Digital is committed to helping clients leverage the power of Google Cloud to transform their customer experiences. Here are a few of the highlights that illustrate where Google — as well as other leaders in AI-enabled CX — are headed. 

Advancing into agentic AI and multimodal experiences

One key takeaway was a renewed emphasis on the critical role of the agent in delivering exceptional customer experiences. Google highlighted Agent Space, a groundbreaking managed platform within Google AI that will augment the agent experience with streamlined workflows and a unified workspace. 

“Think of a solution where a live agent doesn’t even need to use their keyboard,” said Mark Eichten, Executive Director of TTEC Digital’s Conversational AI practice. “We have customers who have said this is their desired end state,” he continued.

With Agent Space, this vision has the potential to become reality. Employees and agents can find information from across their organization; synthesize and understand it with Gemini’s multimodal intelligence; and act on it with AI agents. 

"It’s seriously exciting to hear the hyperscalers driving focus on the value of agents,” Eichten said. “We’re uniquely positioned to deliver these solutions both internally and to our clients.”

Alfredo Rizzo, TTEC Digital’s Chief Technology Officer, agreed. "From a Google standpoint, they are leading the change in CX AI with great virtual agent capabilities, multimodality, and robust models that support customer service scenarios very well,” said Rizzo. “They are moving into industry specificity and further multimodality — AI co-browse for instance. Agent Space now gets them out the gate first among the hyperscalers with usable agentic AI."

Empowering developers and expanding creative AI

The introduction of the new Agent Development Kit (ADK) further empowers developers to build custom agent experiences tailored to specific business needs. This toolkit will expand the Google solution stack capabilities to orchestrate agent conversations. 

"The true power of AI lies in its ability to solve real-world business challenges,” said Whitney Kirchner, Channel Executive for TTEC Digital’s Google & Emerging Technologies. “The Agent Development Kit from Google Cloud is a game-changer because it puts that power directly into the hands of developers, enabling them to build custom solutions that drive tangible results and transform the customer experience." 

Google NEXT 2025 also showcased exciting advancements in creative AI capabilities. "Some of the creative AI capabilities - video, image, and voice generation - were exciting to see,” said Aaron Schroeder, Director of AI & Analytics Solutions at TTEC Digital. “Many of our largest clients choose to build on Google because it represents innovation and new ways of thinking — so it's not a surprise that our projects center around not just cost efficiency and productivity, but also creativity, and rapid timeline from idea to vision to action."

“These new models make it faster than ever to turn an idea into a prototype and move it through the innovation lifecycle,” Schroeder continued. “We're working with our clients today to create new ways of partnering with AI, beyond the text-generating sidekick that everyone is used to, and this takes that to a whole new level to truly transform the employee and customer experience.”

TTEC Digital and Google: A powerful partnership

TTEC Digital's Google partnership is built on a shared vision of transforming customer experiences through innovative technology. The advancements showcased at Google NEXT 2025, including Agent Space, the ADK, and creative AI capabilities, represent a significant leap forward in achieving that vision.

"This was the best event I've attended for connecting with our clients, prospects, and our Google partners,” said TTEC Digital Vice President of Experience Transformation Larry Mead. “There was so much energy, collaboration, and forward momentum."

TTEC Digital is excited to bring these innovations to our clients, helping them unlock the full potential of Google Cloud to deliver exceptional customer experiences and drive business growth. We are committed to staying at the forefront of Google Cloud technology and providing our clients with the expertise and support they need to succeed in today's rapidly evolving landscape.