Chief Revenue Officer of Engage, TTEC HOLDINGS INC
41 Questions with Judi Hand
Welcome to the second episode of "41 Questions," featuring Judi Hand, our Chief Revenue Officer! Judi is a bundle of energy and warmth, always bringing her friendly nature to the table. She’s passionate about cooking, spending time in nature, is a proud mom of two sons, and loves her coffee. Judi considers her team as family and is a huge Taylor Swift fan.
Get ready for an engaging session where Judi shares her expertise, personal stories, and unique insights. This episode is packed with moments that will both inspire and enlighten you. Tune in now and get to know the amazing Judi Hand! #41Qu...
About Judith Hand
Judith Hand, Chief Revenue Officer of Engage at Ttec Holdings, has discussed her leadership approach and views on business challenges in recent appearances. In a December 2024 episode of "41 Questions," Hand described herself as a "consistent" leader and said she "thrive[s] on change." She stated that what keeps her at Ttec after 17 years is "the diversity of the customers," which she compared to a daily case study involving different industries, segments, and geographies. Hand also shared that she enjoys cooking for family and friends and described herself as a Taylor Swift fan. In a September 2024 segment on turning losses into wins, Hand said she describes "bad results as the mirror we refuse to look in" and advised acknowledging why a company is losing share, noting that "a lot of why we're losing is self-inflicted." She emphasized understanding customers from "the outside in," asking, "What is it that we know about these customers that nobody else knows?" In a 2019 discussion on women in leadership, Hand said she had learned that "there is nothing wrong with empathy and business" and that she had previously tried to suppress her natural nurturing qualities, believing she needed to be a "hard charging" person to get results. She concluded, "The reality is no, you don't need to be any different in the office than you are at home."
Transcript (78 segments)
H
Helen0:05
Hey Helen, hi Judy, how are you? Good, you ready to go for a walk? Yes. Shall we begin? Introduce us to Judy in one word.
J
Judith Hand0:12
Well, at this point in my life, that word would be Nana. My 15-month-old grandson just said it out loud a couple days ago, so Nana.
H
Helen0:23
Oh, love that. How would your team describe you in one word?
J
Judith Hand0:27
Oh, I'd say consistent. I'm a consistent leader. They know what to expect of me, so I'd say probably consistent.
H
Helen0:35
Okay. What does your day usually look like?
J
Judith Hand0:39
Oh goodness. It starts with coffee. Very important. I am truly addicted, so it starts with coffee. And then I usually have meetings from about 6:30 in the morning till maybe 7 at night, at least when I'm working.
H
Helen0:59
Okay, good to know where to find Judy, a little late in the evening on the computer. What's the most surprising thing you have learned about yourself ever since you took this role?
J
Judith Hand1:13
Oh gosh. Probably that I thrive on change. Which has been useful for this business that we're in. I thrive on 'Okay, we got to think about it differently now.' So that has surprised me. I thought that would be more challenging than it's been.
H
Helen1:36
Okay, I love that. Any tips for anybody trying to figure out ways to deal with change?
J
Judith Hand1:42
I think that you can't think of the problem in the biggest of terms. You have to break it down into small elements and figure out how to solve each of those small elements. It feels more doable that way, feels less frightening. So think about what are the three things I can do to start to make the change happen. And also recognize that, for me, when I learned the most about myself, my leadership, and truly gained the greatest experiences, it was during times of change. Embrace that as just the experience you need to have.
H
Helen2:13
Embracing change, very valuable. What's your favorite thing about working with a revenue team?
J
Judith Hand2:21
Oh, I mean, they're just great kids. I think of them as my kids. I raised two boys and I've raised a bunch of kids here. People are really passionate about the way they live their lives, passionate about their customers, they bring that to business. That's what I find fascinating. I also feel as though the bigger the challenge, the more the team just shows up, and I love that about them. I feel like that's something we see a lot at TTEC.
H
Helen2:56
Love that, that's true to your team as well. If the revenue management team had a mascot, what would it be?
J
Judith Hand3:07
Oh my gosh. A mascot. I don't know. My first reaction was the Tasmanian Devil, because I feel like we are always a whirlwind of activity. But that also feels a little more frenetic than it is, because I think we finally kind of settle down. Maybe it's a three-year-old toddler, something that never stops moving.
H
Helen3:38
That's a good description. I like that. Is there a specific go-to person at TTEC that helps you figure out solutions to challenges?
J
Judith Hand3:46
Oh, I mean, I've got a lot. Nick, my CMO, is one of these guys I'll pick up the phone and say 'Help me think this through.' Robbie, I have a lot of guys that work for me, my sales leaders, salespeople that have worked with me this entire time that I can always pick up the phone and say 'Hey Ray, what do you think of this?' or 'George, what do you think of that?' I feel like I'm surrounded by people that like to brainstorm and help us think about things differently. I really love even just taking those times. I feel like that's where creativity and innovation is born.
H
Helen4:22
Love that you have somebody to go to. Do you have a secret talent that nobody knows about after work hours?
J
Judith Hand4:30
Oh my gosh. I don't know if I have a secret talent. I love to cook. I am a very passionate cook, both cooking and baking. It's a bit of my love language; I like to cook for people. I was just at home in Omaha where I grew up with my mother, my sister, and my niece, and I was the caterer for a weekend of events that were going on. That's what I love to do.
H
Helen4:57
I love that. Cooking is a wonderful love language. Which way should we go? Do you want to go that way or this way?
J
Judith Hand5:04
I think we should go this way.
H
Helen5:06
Amazing. Just watch for the geese. Do you enjoy traveling for work?
J
Judith Hand5:12
I used to. Not so much anymore. It was hard when my sons were young and I would do all sorts of crazy things to get home to make sure I never missed a football game or a baseball game or a school activity. But I think I enjoyed traveling more then than I do now. Planes are crowded, airports are crowded. So no, not so much. I love my home, so I like to be there, not in a hotel room.
H
Helen5:46
Yeah, with bad pillows. If you could add one unconventional perk at the office, what would it be?
J
Judith Hand5:58
An unconventional perk? A really good coffee maker.
H
Helen6:05
Am I hearing cold brew maybe? That would be great.
J
Judith Hand6:08
I am such a coffee person, so the machine we have here, not so good.
H
Helen6:14
Love it. What's your idea of unwinding?
J
Judith Hand6:20
Hiking. I tell people, I was telling this to Shelly, I've heard the term 'forest bathing' which is immersing yourself in the middle of the forest. I love that. When I'm hiking in the forest, I feel like I'm underwater because it's so quiet. Just being surrounded by the greenery. Now I'm not too happy that wolves have been released in Colorado, but I'll try to get over that. Hiking is my way of unwinding.
H
Helen6:53
And you're definitely in the right place. Colorado is a beautiful place to catch some beautiful hikes. Do holidays mean completely switch off? What does that look like for you?
J
Judith Hand7:04
I figured out years ago that if you're going to take on a role like the one I've been fortunate to have, you don't switch off. If you're needed, you're needed. I fully accept that and I'm fine with that. Do I think it's important sometimes to completely unplug? Yes. There are times during the holidays that I do that. I used to take off the week between Christmas and New Year's before TTEC. Now we do that. My boys used to call it 'playing house,' so I would play house for a week and then they'd be like 'When are you going back to work, Mom?'
H
Helen7:41
Love that. Do you keep a journal?
J
Judith Hand7:46
No, I don't. My writing has become horrific the more and more we... you know, AI life.
H
Helen7:57
We can turn this way onto the gravel. This is where you really have to be worried about the geese, but this is my little loop. Would you call yourself a foodie?
J
Judith Hand8:11
I am a foodie, very much so. I don't go out to restaurants a lot though because I love to cook. One of the things I do on Saturday nights with my husband is I like to try things I've never made before. In the early '90s I took cooking classes of every type of food: Italian, Mexican, Thai, Vietnamese, because I decided with two sons, if I was the mom that cooked, all their friends would be at my house. So I love to cook and I love to make things I've never made before.
H
Helen8:45
Oh, I love that a lot. What kind of music do you enjoy?
J
Judith Hand8:50
Oh gosh. I have to admit I'm kind of '80s oldies. I like music that brings back memories, like the first concert I went to with my husband. That's the kind of music I love. I am trying, I did just listen to the whole new Taylor Swift album because I have nieces that I want to be able to talk to about that. So I am trying to get more involved in today's music.
H
Helen9:14
So could we say that Judy is a Swiftie?
J
Judith Hand9:17
I am. I would love to have gone to one of her concerts. I think she's amazing.
H
Helen9:25
Very cool. You said you cook. Anything in particular that you enjoy cooking the most?
J
Judith Hand9:32
Oh gosh. I enjoy cooking what I know to be each of my sons' favorite meal, or my husband's favorite meal. I know every single one of their friends' favorite dessert. Now I have daughters-in-law, so I know what their favorite meal and favorite dessert are. I was just home over the weekend and I made my homemade lasagna for 15 people because it's easy to do for 15 people and I know they love it.
H
Helen10:00
Oh yeah, well, that's good. I haven't had it in a while, maybe next time I can come join Judy. What's the best thing for midnight cravings?
J
Judith Hand10:10
It's funny. My husband and I, when we first got married, our coming home from being out at night was grilled cheese sandwiches. For a while it was fried egg sandwiches. So I would say it's some kind of a quick sandwich.
H
Helen10:31
Both really good ideas. One thing you have learned from your team?
J
Judith Hand10:38
Oh my gosh, I learn something every day from my team. I would say that my team does a pretty good job of balancing work and life. I've learned from them that what we do is not going to the moon or curing cancer. While it's important, you can't give up the things that are more important to you, which is making sure that you're there for your family. So they're really good at reminding me of that, reminding me to do more of that.
H
Helen11:16
They're good at that. Is there a favorite team activity that you do with your group?
J
Judith Hand11:31
We're all completely virtual. With sales and marketing, these people are all over the country and all over the world. We started this Walking Talk during COVID, where we just get outside, put in your AirPods, and just ask any question you have on your mind.
H
Helen12:02
I like that. Is there something that you're really proud of?
J
Judith Hand12:07
My two sons. They are beyond my wildest expectations.
H
Helen12:11
I'm sure. I'll have to make them watch this, like 'Hey, I gave you a shout out.'
J
Judith Hand12:17
I think they know how I feel.
H
Helen12:19
I love that. What do you have, a long-lost dream?
J
Judith Hand12:23
There was this movie years ago called "It's Complicated" with Meryl Streep and Steve Martin, and she owned a coffee shop and bakery in Santa Barbara. My dream would be to own a coffee shop and bakery, just know all the locals, everybody comes in in the morning for their coffee, and I know what their favorite is. 'You like the chocolate croissant, you like the pecan roll,' just have that community environment. I'm reminded by family members of mine that own restaurants that you will be there at 4:00 in the morning, so most likely that'll never happen, but I always thought that was going to be how I do the next chapter.
H
Helen13:08
Hand in hand, love that. You never know. Do you have a fun family tradition?
J
Judith Hand13:14
Not really. We do very traditional things on the holidays when my boys were growing up. But now they're married with their own, each of them has a son. I have two grandsons. One lives in the Bay Area, the other lives here in Denver. They're establishing their own traditions now. We used to do Friday night movie night when they were growing up, special things during Christmas. But now they're doing their own, so my husband and I are back to pre-child: we play tennis all the time, go bike riding, all the things we did before we had kids.
H
Helen13:58
So fun. You kind of answered my next question: movie nights or game nights?
J
Judith Hand14:02
Movie nights. We're too competitive for games.
H
Helen14:09
Fair. What's your idea of me time?
J
Judith Hand14:14
Oh gosh. I actually love to read. I got out of reading for pleasure for a while and I've gotten back into it. It causes me to be still, which is a huge challenge of mine. So I love to read. I am very much of a 'soak in a bath for 30 minutes' kind of girl.
H
Helen14:40
I definitely love that. This one's a bit of a thinker: what do you want to be remembered for?
J
Judith Hand14:46
My two sons. I've said that to them: 'I feel like you were the reason I was born.' They will outlive me and their legacy will live on. My legacy will live on in them.
H
Helen15:00
That's beautiful. Judy, what was your first job?
J
Judith Hand15:04
Oh my gosh. My very first paying job, I was 12 years old, and it was detasseling corn. 4:00 in the morning, get on a bus, go to a field. It's muddy, there are grasshoppers, and you literally walked along the field and pulled the tops off the corn halfway through the growing season so that the stalks would continue to grow. Now that's completely automated, but that's what I did as a 12-year-old. Probably borderline illegal, but that was what happens in Nebraska. That was my first job, detasseling corn.
H
Helen15:38
I love that. Is there one thing that scares you?
J
Judith Hand15:41
Heights, horrifies me. Very afraid of heights. Not just me being somewhere tall; if I saw my sons up on a high balcony, I literally am physically sick. No roller coasters for Judy.
H
Helen16:03
Good to know. In a parallel universe, what would Judy be doing for a living?
J
Judith Hand16:17
I'd probably be a chef.
H
Helen16:20
What's your idea of work-life balance?
J
Judith Hand16:23
People ask me all the time, having been working for 40 years and raised two sons, 'Judy, how did you balance?' And I say I didn't balance, I blended. I felt from day one that blending my life together, it's one life, it's one situation. Bring my boys to work, they used to come in with me on the weekends, they'd take magic markers and write on the windows thinking they were doing something naughty. I've always blended my life together. To me, that's how I manage. I don't think about balance; I don't think that's realistic. Sometimes one needs me more than the other. Sometimes it's 100, sometimes 80/20, just depends.
H
Helen17:04
Is there anything you're changing this 2024?
J
Judith Hand17:09
I need to be more physically active. I'm finding that I get stuck, there could be days I'm in the office and I don't come outside to walk. So I'm very focused on getting much more physically active.
H
Helen17:31
We're almost to the end. Best thing about TTEC?
J
Judith Hand17:38
I've been here 17 years. What keeps me here is the diversity of the customers. I feel like I'm back in business school and it's a case study every day. Different industries, different customer segments, different geographies, all representing different challenges and opportunities. The client personalities are different, so nothing's ever really the same. That's what I really like about TTEC, the diversity of what we work on.
H
Helen18:08
I love that. If you had one word of advice for everybody, what would it be?
J
Judith Hand18:17
This too shall pass. I actually keep that very close to my heart personally.
H
Helen18:26
I like that. Did you have fun today with us?
J
Judith Hand18:30
I did. It was fun. I hope you didn't walk on any bad goose droppings, but it was nice to get outside. Thank you for doing this.
H
Helen18:37
We'll let you finish your walk. Thanks for hanging out.
J
Judith Hand18:41
Thanks Helen.