Integrated AI And CX Solutions Will Unlock Market Potential

Key Takeaways

• Organizational adoption challenges with AI are driving major brands to TTEC for CX transformation, boosting its long-term growth and client pipeline.
  
• Advances in proprietary technology and expansion of managed services enable TTEC to capture higher-margin, recurring revenue as demand for integrated CX solutions increases.
  
• Shifts toward AI-driven solutions, reliance on one-time gains, fierce competition, and high leverage create uncertainty for sustainable growth and stable margins.

Catalysts

Operates as a customer experience (CX) company that designs, builds, and operates technology-enabled customer experiences across digital and live interaction channels.

• Widespread organizational difficulties in adopting AI for customer engagement are resulting in major brands seeking external CX transformation partners like TTEC, which is expanding its pipeline of enterprise clients and winning share from peers; this is likely to drive higher long-term revenue growth and greater earnings predictability as clients shift from pilot to scaled engagements.
  
• Ongoing investments in proprietary AI, analytics, and CX technology platforms-such as accent neutralization and TTEC Perform-are enabling the company to win new business, expand wallet share in existing clients, and deliver higher value-added offerings; this positions TTEC to accelerate long-term net margin expansion and recurring revenue as clients prioritize integrated, tech-enabled solutions.
  
• The growing complexity of omnichannel customer interactions and the need for seamless, modern experiences are increasing demand for outsourced, integrated CX and managed services solutions-TTEC's managed services as a share of revenue is rising, supporting more stable, higher-margin recurring revenue streams.
  
• Accelerating the scaling of nearshore and offshore delivery, enabled by new technologies like accent neutralization, lets TTEC tap deeper pools of talent and meet client preferences, enabling profitable growth while supporting gradual improvement in net margins through lower-cost delivery models.
  
• The total addressable market for outsourced CX remains vast and is expanding due to industry consolidation and an increasing enterprise focus on digital transformation, creating ongoing multi-year tailwinds for TTEC's revenue growth and margin recovery even if current market uncertainty is causing clients to initially commit smaller deal sizes.

TTEC Holdings Future Earnings and Revenue Growth

Assumptions

• Analysts are assuming TTEC Holdings's revenue will decrease by 0.1% annually over the next 3 years.
• Analysts assume that profit margins will increase from -1.2% today to 2.8% in 3 years time.
• Analysts expect earnings to reach $60.8 million (and earnings per share of $1.85) by about September 2028, up from $-25.7 million today.
• In order for the above numbers to justify the analysts price target, the company would need to trade at a PE ratio of 5.8x on those 2028 earnings, up from -7.0x today. This future PE is lower than the current PE for the US Professional Services industry at 26.1x.
• Analysts expect the number of shares outstanding to grow by 1.54% per year for the next 3 years.
• To value all of this in today's terms, we will use a discount rate of 12.32%, as per the Simply Wall St company report.

TTEC Holdings Future Earnings Per Share Growth

Risks

• Declining consolidated revenue in both major operating segments (Engage down 4.3%, Digital down 2.3% year-over-year) despite growth in adjusted EBITDA, reflecting that secular pressures and client hesitancy around large CX/AI transformation projects may be constraining top-line growth-potentially limiting future revenue expansion.
  
• Aggressive transition of business mix in the Digital segment toward higher-margin, AI and hyperscaler-driven solutions has created short-term declines in both revenue and profitability, and management admits timing risks around the shift; if the transition is slower than expected or fails to deliver projected margin improvements, it could depress consolidated net margins and earnings.
  
• Improvements in margins and free cash flow are partly attributable to one-time items (such as a $4 million IP software sale at 100% profit in Digital) and foreign exchange gains, implying that underlying, sustainably higher profitability may not be as robust as reflected in recent quarters-posing a risk to consistent future net margin and earnings growth.
  
• Despite offshore/nearshore expansion and technology investments, persistent industry competition-especially from low-cost providers and client in-house digital transformation initiatives-could impose downward pricing pressure and reduce TTEC's addressable market, directly threatening long-term revenue growth and compressing future margins.
  
• High leverage (net debt of $804 million and a leverage ratio of 3.39x) combined with a materially higher normalized tax rate (jump from 33.7% to 43.4% YoY) could dampen future earnings and flexibility, particularly if macroeconomic volatility continues or if refinancing conditions worsen when the revolving credit facility is renewed.

Valuation

• The analysts have a consensus price target of $5.0 for TTEC Holdings based on their expectations of its future earnings growth, profit margins and other risk factors.
• In order for you to agree with the analyst's consensus, you'd need to believe that by 2028, revenues will be $2.1 billion, earnings will come to $60.8 million, and it would be trading on a PE ratio of 5.8x, assuming you use a discount rate of 12.3%.
• Given the current share price of $3.71, the analyst price target of $5.0 is 25.8% higher.
• We always encourage you to reach your own conclusions though. So sense check these analyst numbers against your own assumptions and expectations based on your understanding of the business and what you believe is probable.