Judith Hand on customer insight
From Judi Hand's Key to Turning Losses into Wins · · Flowsend
“What is it that we know about these customers that nobody else knows? If we know these customers better than anybody, and we can act on those customers' needs better than anybody, we will win.”
On , Judith Hand, Chief Revenue Officer of Engage at TTEC HOLDINGS INC, spoke about customer insight during Judi Hand's Key to Turning Losses into Wins on Flowsend.
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."