Percepta names TTEC’s Thomas Monaghan as new president to lead auto CX
MICHIGAN, UNITED STATES — Percepta, a global customer experience (CX) joint venture between Ford Motor Company and TTEC Holdings, Inc., announced that its President, Karen Gurganious, has stepped down.
She is succeeded immediately by Thomas Monaghan, a TTEC executive with extensive automotive CX expertise, marking a pivotal transition for the 25-year-old firm.
Ken Tuchman, Chairman and Chief Executive Officer (CEO) of TTEC, notes, “Karen has been an extraordinary leader whose dedication, strategic vision, and deep commitment to Percepta’s mission have helped shape the company into a global CX powerhouse.”
“We are grateful for her leadership and the meaningful impact she has made.”
Monaghan succeeds Gurganious after six-year tenure
Karen Gurganious is leaving behind a 6-year tenure that has seen the company achieve tremendous growth in its geographic and service portfolio. Under her leadership, Percepta has grown to 60 markets in 13 countries with about 4,000 global employees. More specifically, she spearheaded the company’s strategic shift to new revenue-generating services.
It has enhanced its performance in high-growth areas, including electric vehicle support and vehicle technology integration, and enhanced its digital and analytics infrastructure.
Her successor, Thomas Monaghan, is well-positioned to carry on this foundation and build a tailored skill set aligned with Percepta’s core interests in automobiles.
Monaghan brings global BPO and automotive CX experience
Monaghan is a seasoned international business process outsourcing (BPO) operations and CX leader with over 20 years of experience in achieving high growth and operational efficiency of leading auto brands.
He has a profound understanding of the ecosystems surrounding original equipment manufacturer (OEM), dealer, and driver support, which, combined with his most recent TTEC tenure as head of global operational excellence and digital transformation, aligns with Percepta’s established direction for its current mobility technologies.
“Thomas is exceptionally well-equipped to lead Percepta into its next phase of growth, bringing world-class operational expertise and a passion for elevating the customer experience,” said Tuchman.
Reinforcing automotive CX for future mobility
With Monaghan’s appointment, it is an indication of a renewed determination to serve Percepta’s niche market, which offers complete CX solutions to the automotive industry.
The company’s service portfolio is designed holistically for automotive clients, including sales, service, and fleet solutions, while also giving great attention to concierge care, technical support, back-office processes, and digital analytics.
This experience is now extending into the sophistication of new mobility, such as electric cars, telematics, and support for applications across all customer channels.
This leadership handoff, with Gurganious supporting onboarding through early 2026 to ensure a seamless transition, occurs as the industry’s CX demands accelerate. The move underscores the joint venture owners’ strategy of placing a veteran with direct, large-scale automotive CX transformation experience at the helm.
It highlights consistency in Percepta’s mission, smooth customer interactions across all touchpoints, and the use of Monaghan’s legacy to navigate current changes in vehicle technology and the digital customer demands of its mass-market and luxury automotive brand clients worldwide.
As Gurganious notes, “Percepta is poised for a strong future, and Thomas will be an exceptional steward for the next stage of growth.”
