Questions for now - Compelling perspectives on digital CX

On this episode, we look at where enterprise CX AI actually stands in 2026 — and why deployment and performance are not the same thing. The Enterprise CX AI: 2026 Global Survey , conducted by Ryan Strategic Advisory and commissioned by TELUS Digital, reached 815 enterprise CX decision-makers representing 19 industry verticals and organizations with annual revenues ranging from $10M to over $5B. Am...

On this episode, we explore what rigorous AI safety testing looks like for customer-facing AI — and why most deployments carry more risk than the teams running them expect. Testing AI before launch is standard practice. But one-time manual testing treats AI like a deterministic system. Model behavior is probabilistic, and the consequences of inadequate testing fall into four categories: people dat...

On this episode, we explore AI orchestration in contact centers — and what CX leaders need to know to move from digitized chaos to operational clarity. Most brands have implemented AI in their customer experience operations to some degree. But when systems are siloed, data is fragmented and workflows are disconnected, AI can magnify problems instead of solving them. AI orchestration in the contact...

On this episode, we explore how realistic voice simulations are accelerating agent readiness — and what CX leaders need to know to implement AI training at scale. Generative AI and voice simulation technology are fundamentally tra...

On this episode, we explore why enterprises often trust their CX service partners with their customers — but not their revenue. A new IDC study, sponsored by TELUS Digital, reveals a striking imbalance between the percentage of enterprises that rely on a CX service partner for support and analytics and those that engage those same partners for inbound B2B or B2C sales, despite revenue growth ranki...

On this episode, we explore the critical connection between sales and customer experience teams — and why a misalignment might be costing you customers, revenue and brand reputation. When sales sets expectations that CX can’t meet, customers may churn faster than you can acquire them, wasting your customer acquisition costs. The problem isn’t what either team does in isolation, but rather the hand...

On this episode, we explore the hidden cost of overlooking agent experience — and how it impacts your customers. Your contact center agents handle hundreds of customer interactions every week, from routine questions to complex issues. When your agents feel empowered, they resolve problems with creativity and empathy, turning satisfied customers into loyal advocates and ultimately helping you win t...

On this episode, our expert guests from this year’s past episodes each share one critical question that customer experience (CX) leaders need to ask themselves to deliver better customer outcomes in 2026. We've compiled the most important questions from our conversations this year — each one designed to reveal where your CX strategy is vulnerable and what to do about it. Join us as we explore thos...

On this episode, we explore why customer experience (CX) leaders need to be aware of developments in AI compliance in 2026 — and why a “light touch” approach puts your CX at risk. The era of voluntary AI oversight&n...

On this episode, we explore what it takes to shift from vendor to strategic partner — and why good metrics alone don't guarantee renewals. The difference between vendors who survive consolidation and those who don't isn't performance — it's relationships. Drawing from real customer success transformations, our expert guests reveal the frameworks that get customer success leaders in the room where...

On this episode, we explore why satisfied customers leave — and what it takes to turn satisfaction into lasting loyalty. Most B2B and B2C businesses assume that satisfied customers will stay. But research shows that 20 to 70% of new customers leave within their first 100 days — even when they rate their experience as "satisfactory."  Drawing from examples across a wide variety of industries,...

On this episode, we explore data neutrality — and why ensuring unbiased, reliable data is fundamental to delivering AI-powered customer experiences.  AI is everywhere in today’s customer experiences, from chatbots handling order inquiries to copilots that help agents provide better support. However, the quality of these experiences depends entirely on the quality of the data powering them. Wh...

We’re bringing you a recent release of AI Unraveled , a podcast exploring groundbreaking research, innovative applications and emerging technologies that are pushing the boundaries of AI. On the episode “The Future of AI Safety Testing,” Bret Kinsella, GM of Fuel iX™ at TELUS Digital, shared his expertise on game-changing approaches to AI safety testing and the critical importance of proactive sec...

On this episode, we explore strategies that transform customer experience into a revenue engine — and how to communicate CX wins with language that resonates with C-suite executives. As customer expectations increase and budgets tighten, organizations are looking for ways to quantify the value of their CX initiatives. Our expert guests share proven methods for connecting CX initiatives directly to...

We’re bringing you a recent release of What The Fraud? , a podcast from our partners at Sumsub, a global leader in identity verification, compliance and fraud prevention. On the episode, "The Business of Trust: Making Security Your Competitive Edge," Carolyn Fox, director of trust and safety at TELUS Digital, shared her perspective on how robust security measures can become a strategic advantage i...

On this episode, we explore how to alleviate cost pressures in customer experience — and unlock the potential for CX to drive business growth. CX leaders face several competing pressures: budget constraints, the need to demonstrat...

On this episode, we explore how B2B SaaS platform monday.com has scaled its digital customer success programs to support rapid growth — and how these programs are optimized to meet each customer at their specific point along the customer journey. As businesses expand, there are more customers to support and the same amount of time in each day. That means customer success teams face the challenge o...

On this episode, we discuss trust and safety trends — including emerging challenges and opportunities — and how the evolution of technology is shaping CX leaders' priorities in 2025. Fraudulent activity, cyber attacks, data breaches and harmful user-generated content are on the rise. To combat these threats, robust trust and safety programs have become more important than ever. Our expert guests s...

On this episode, we explore the threat landscape in crypto and fintech — and how companies can go beyond maintaining customer trust to turn confidence into a competitive advantage. With the advent of fintech and crypto platforms, financial services have become more accessible, efficient and transparent for customers. However, the combination of social engineering tactics, deep fakes and AI tools h...

On this episode, we explore practical strategies for maintaining authentic customer connections and how, paradoxically, automation can make your experiences more human — not less. As brands scale, creating personalized customer experiences becom...

On this episode, we explore whether it’s time for leaders to reframe their thinking from traditional customer experience to experience management.  Although brands may understand that customer experience is essential to success, they often overlook the importance of other stakeholders. The term “experience management” goes beyond that interaction between brand and customer, encompassing the e...

On this episode, we discuss the evolution of personalization in the customer experience — and how brands can leverage AI to create personalized experiences at scale. According to TELUS Digital research, 62% of consumers would choose a more personalized experience over a faster experience. But despite the demand, the BCG Personalization Index indicates that only one in 10 companies are delivering p...

On this episode, our expert guests from past episodes each share one big question that customer experience leaders need to ask themselves to deliver better customer outcomes — and explore practical ways to find the answers. We’ve revisited some of our most impactful topics and compiled eight of the best questions that you, a CX leader, need to ask yourself to improve your customer experience. Join...

On this episode, we discuss how B2B brands can turn customer success into a powerful engine for sustainable growth. While new customer acquisition acts as the primary growth driver for most B2B brands, the potential for customer success to contribute to growth should not be overlooked. Customer success teams play a critical role in reducing churn and are ideally placed to identify up-sell and cros...

On this episode, we explore strategies for building a compelling business case for customer experience (CX) investment — and how to optimize the budget you’ve secured. According to Forrester’s Budget Planning Guide 2025: Customer Experience , while 99% of CX decision-makers list CX improvements as a top priority of senior executives, only 40% anticipate they’ll receive significant budget increases...