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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.
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
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
Advance a Purpose
Protect People
Generate Profit
BUSINESS & LEADERSHIP RESPONSIBILITIES
(hover over each circle)
Champion a
Just Cause
Exist to further a Just Cause. Let it drive all your decisions.
Lead with
Courage
Dare to do what's right, not what's easy.
Build
Trusting
Teams
Work alongside people who share your cause / belief, and can innovate & collaborate freely.
Display
Existential
Flexibility
Be willing to make drastic shifts to get back on a right path.
Learn from
Worthy
Rivals
Find others who are better than you. Spur yourself to keep improving.
Infinite Mindset
TTEC must operationalize the 7 principles of an infinite mindset
A Shift in Focus is Also Required
TTEC must choose where it will play in the infinite game
Discussion:
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Do you agree with the check marks indicating where TTEC is currently playing?
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Over the long term, what aspects does TTEC want to add?
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Which of these do you think will be the easiest / hardest to develop?
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Which of these align best with the current market opportunity?
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What about what your clients will need in 5 years, 10 years?
Additional Goals
Traditional Consulting Focus
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
TTEC Must Choose How to Realign
And TTEC must align it's operations to support a refreshed position
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
When a problem occurs
Throughout the entire customer journey
APPROACH
Reactive
Proactive
TRIGGERS
An event
An intuition
RELATIONSHIP
Transactional
Experiential
RESPONSIBILITY
Team / Department
Company