Kenneth D Tuchman
Chairman and Chief Executive Officer
Location: Englewood, CO
Industry: Customer Experience Technology
He had a business vision- to build a company from a different perspective- the customer’s.
And he did just that.
Taking his idea, Kenneth Tuchman, Chairman and CEO of TTEC, built a multi-million-dollar company- and his customer’s couldn’t be more pleased.
Founded in 1982, TTEC is now a leading global customer experience technology and services company, TTEC operates on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. Tuchman explained that his personal frustration with the way businesses approached customer service and operated customer care as a burden and cost center guided him to create the company. By investing in remote workforce technology early, he reduced the company’s CO2 footprint and made TTEC jobs more accessible to a more diverse group of candidates. Tuchman has more than 37 years of experience in the business process outsourcing industry, driving innovation growth and profitability in all economic cycles.
Over 13 years ago, Tuchman envisioned a workplace where people could work from anywhere and launched the Humanify @home platform. This matters from an environmental perspective as remote work can reduce the carbon footprint produced from commuting to work, gives employees the flexibility to work-from anywhere thereby enhancing their employee experience, and makes more jobs accessible to underprivileged communities. In the next five years, TTEC will continue to grow its 56,000+ global employees by incorporating diversity, equity, and inclusivity (DEI), and sustainability into everything it does from its technology products to its employee experiences.
One example of Tuchman’s efforts to push TTEC to improve and advance its DEI efforts is with the release of the HumanifyDEI+ BOT. In 2018, TTEC launched the RealPlay BOT, which acts as an AI-powered “customer”, providing enhanced learning experiences to help improve contact center KPIs. With the emergence of the Black Lives Matter and #MeToo movements, which changed our lives and our workplaces, he saw the opportunity to take the award-winning Bot technology and pushed TTEC’s teams to develop the HumanifyDEI+ BOT. The Bot’s focus is on creating conversations among employees and diversity in the workplace, with the goal of preparing employees for difficult conversations around DEI, currently focusing on racial and gender equity. TTEC supports diversity as 54% of its top leadership positions are held by women, 63% of its employees overall are women and 56% of its employees represent an ethnic minority. In addition, Tuchman ensures TTEC honors veterans by committing to hire 1,000 veterans annually along with forging partnerships within the community to make this goal a reality.
His values are strong, and it shows in all areas of his leadership.
Tuchman’s leadership skills and passions are also envisioned through his philanthropic efforts. He is the founder and director of the Tuchman Family Foundation. It leverages the entrepreneurial spirit and business-at-scale expertise of its principals to create safe, healthy, and productive communities. The Foundation focuses on K-5 education innovation, breakthrough medical research, positive social change, and community well-being for those in need. Recently, the Foundation worked with Birdcall, Centura Health, TTEC, and Shamrock Foods to launch Fuel Hope Kitchen to provide 200,000 meals for frontline workers and their families in Colorado. The core mission is to deliver meals to frontline heroes working at hospitals in insecure food areas outside the Greater Denver region. Tuchman believes that frontline healthcare workers have made incredible sacrifices for its communities and provides them and their families with relief, particularly in areas that have been overlooked.
Furthermore, Tuchman’s involvement with the TeleTech Community Foundation helped raise awareness and funds for equality and inclusivity by matching all employee donations two-for-one until the end of August 2020 to support nonprofit groups supporting civil rights and equality.
Tuchman is passionate about growing a socially and environmentally responsible business and commits TTEC to reducing energy and other resource consumption across the global footprint. TTEC recently joined the Sustainability Accounting Standards Board (SASB) Alliance to promote environmental, social, and governance (ESG) efforts into the customer experience industry. With 175+ affiliates, TTEC enters a growing movement of organizations that further industry specific ESG standards to promote a cleaner future. Additionally, for the last 7 years in a row, TTEC has been named a Top 25 Employer by Virtual Vocations and Flex Jobs and was recently named to Forbes List for Best Employers (#462), Best Employers for Veterans (#24), Best Employers for New Grads (#162), Best Employers for Women (#167) and Best Employers for Diversity (#184).
“I envisioned a place where employees and customers were treated with respect and positivity,” Tuchman said. “I wanted to make a difference.”
And Tuchman did- and continues- to do just that.
As a teenager, Kenneth sold millions of puka shell necklaces to retailers, becoming one of the largest shell importers from the Philippines. It was this introduction to the Philippines that eventually inspired him to found one of the first customer engagement centers in the area.