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Opportunity Knocks!

TTEC is well-positioned to fill a gap  in the market, but it must transform to capitalize on the opportunity.

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Moving from being a technology-focused solutions provider to being a client-focused trusted advisor is a significant cultural change. First we need to understand where TTEC Digital is today what the company wants to improve on.

Where TTEC is Now

TTEC has set a vision and needs to develop the capability and capacity to transform into a strategic advisor for its clients. Some elements of the current state will accelerate the organization's journey, while some may detract.

Partner Centric Structure

 

While there are account-dedicated staff, some teams identify more with a partner than with TTEC or their clients.

Incentives Adjusted

Where appropriate, rewards have been modified to strongly support advisory sales.

Solid, Cohesive Teams

Teams are structured, organized, and appear to work well.

History of Success

TTEC's legacy of success will give people confidence that it will be successful in this new chapter. However, some individuals may hang on to past behaviors because they've historically worked.

Weak Advisory Capabilities

Sellers, leaders, and those who deliver may not have well-developed business acumen and core consultative competencies.

Culture of Rapid Learning

TTEC employees are fast-building new technical skills. We can leverage that culture to drive adoption of advisory skills.

Mindset Shift: Customers vs Clients

Customers are different than clients. The entire strategy around service, support, and the overall client experience changes when you frame your buyer as a customer versus a client. Understanding that difference can be an important foundational point when guiding the organization through change.

CUSTOMERS

buy Products or Services

"I want this specific product / solution"

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Transactional relationship: Customers engage in one-time or infrequent purchases of goods or services. 

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Standardized products or services: Customers typically buy readily available, standardized products or services.  

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Focus: Convenience, price, and ease of access. 

CLIENTS

buy Advice

"I need your expertise to solve this specific problem"

 

Ongoing relationship: Clients typically have a longer-term, more involved relationship with a service provider, often involving customized solutions and advice. 

 

Specialized services or advice: Clients seek expertise, tailored solutions, or professional guidance. 

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Focus: Personalized attention, tailored solutions, and building a relationship. 

Mindset Shift: An Infinite Player

Instead of playing to win, an infinite mindset says you play to be better today than you were yesterday.

A Finite vs Infinite Game
A finite game has defined rules, known players, and a specific objective to achieve a win or end the game, while an infinite game has fluid rules, unknown players, and the goal is to keep the game going indefinitely. 
There's really NO CHOICE for TTEC. You must move to an Infinite Mindset in order to transform.
A Finite vs Infinite Mindset

A finite game has defined rules, known players, and a specific objective to achieve a win or end the game, while an infinite game has fluid rules, unknown players, and the goal is to keep the game going indefinitely. 

FINITE

 

Event

Fixed / No Change

Start - Middle - End

Goals & Results

Consequences

Set Timescales

Rules

Known Participants

INFINITE

 

Journey

Proactive / Resilient

Balanced / Not Linear

Purpose & Impact

Possibilities

Infinite Time

Behaviors / Values

Known & Unknown

From

To

TTEC Must Choose its Field in The Infinite Game

Discussion:

  • Do you agree with the check marks indicating where TTEC is currently playing?

  • Over the long term, what aspects does TTEC want to add?

  • Which of these do you think will be the easiest / hardest to develop?

  • Which of these align best with the current market opportunity?

  • What about your clients will need in 5 years, 10 years?

Traditional Consulting Focus

Additional Goals

Additional Goals

Create sustained value
Embedded in strategic planning
Transformation of processes
Improved organizational effectiveness
Facilitate client capability building
Build consensus and commitment
Assist in implementation
Provide recommendations
Conduct diagnostics that may redefine the problem
Provide solution to given problem
Provide requested information

And TTEC Must Align its Operations to Support a Refreshed Mindset

Let's complete this activity together and discuss. Where do you see TTEC Digital's current operations versus where will they need to be in the future?

INTERACTION

0
1
2
3
4
5

When a problem occurs

Throughout the entire customer journey

APPROACH

0
1
2
3
4
5

Reactive

Proactive

TRIGGERS

0
1
2
3
4
5

An event

An intuition

RELATIONSHIP

0
1
2
3
4
5

Transactional

Experiential

RESPONSIBILITY

0
1
2
3
4
5

Team / Department

Company

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