Questions for now - Compelling perspectives on digital CX

Note: This video and transcript contain references to WillowTree, now proudly part of TELUS Digital. The insights and expertise shared in this video continue to reflect our commitment to delivering exceptional digital experiences powered by AI. On this episode, we explore the connection between brand and customer experience — and how to maintain positive customer sentiment while undergoing a rebra...

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we ask big questions about how customer loyalty is formed — and how AI can be leveraged to build stronger connections with customers. According to TechSee, a visual customer experience solutions provider and technology partner of TELUS Digital, more than one in three consumers in the United States don’t conside...

Note: Since publishing this episode, we’ve rebranded to TELUS Digital.  On this episode, we explore customer-focused leadership — and the steps CX leaders can take to cultivate and champion a customer-centric culture in their organizations. Customer centricity goes beyond providing good customer service, relying on company leadership to consider every decision, action and strategy from the perspe...

Note: Since publishing this episode, we’ve rebranded to TELUS Digital.  On this episode, we discuss the importance of reducing customer effort — and the steps brands can take to design and deliver seamless customer experiences. Today, customers demand speed and efficiency. It is up to brands to rise to that challenge. Research from HubSpot indicates that 9 out of 10 customers consider an immediat...

Note: Since publishing this episode, we’ve rebranded to TELUS Digital.  On this episode, we discuss a longstanding focus for customer experience (CX) leaders — loyalty — and the role of CX delivery in creating customer advocates and word of mouth. According to Nielsen, 88% of consumers trust recommendations from friends and family over all other forms of advertising. Despite the evidence that wor...

Note: Since publishing this episode, we’ve rebranded to TELUS Digital.  On this episode, we explore how eco-friendly apparel brand Frank And Oak evolved its business model to adapt to customer expectations — and how data, feedback and technology are used to optimize its CX strategy. Founded in 2012 as an online-only menswear retailer, Frank And Oak used data and insights from customers to change...

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we discuss customer experience trends – and how these trends are impacting CX leaders’ priorities in 2024. Drawing on decades of experience and conversations with CX executives at some of the world’s top brands, our expert guests speak to the challenges and opportunities in leveraging customer data, the impact...

Note: Since publishing this episode, we’ve rebranded to TELUS Digital.  On this episode, we explore the relationship between employees and technology — and how brands can harness employee-facing technology to improve their customer experience. Tools like agent-assist bots and internal collaboration platforms can enable team members to work effectively and efficiently — in turn, increasing employe...

Note: This episode contains references to WillowTree, now proudly part of TELUS Digital. The insights and expertise shared in this episode continue to reflect our commitment to delivering exceptional digital experiences powered by AI. On this episode, we explore whether voice-first experiences will be as ubiquitous as the internet and smartphones — and how brands can prepare for a voice-first futu...

Note: Since publishing this episode, we’ve rebranded to TELUS Digital.  On this episode, we look back at our first season of Questions for now — and highlight six customer experience (CX) resolutions to consider as your brand rings in the new year.  We’ve asked a number of big questions this past season, covering topics like automation, changing customer preferences, algospeak and more. Join...

Note: Since publishing this episode, we’ve rebranded to TELUS Digital.  On this episode, we ask big questions to debunk prominent myths and misconceptions surrounding automation in customer experience (CX).  Questions like: Are automation tools going to replace human agents? Why do up to half of all automation projects fail? Is automation too expensive? Is automation only for the biggest com...

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we discuss how start-ups can deliver exceptional customer experience (CX) with limited resources — and how businesses of all sizes can use these tactics to thrive in a competitive environment. To succeed in the marketplace, start-ups need to provide CX that's seamless, simple and positive. Join us as we discuss...

Note: Since publishing this episode, we’ve rebranded to TELUS Digital.  On this episode, we discuss the connection between cybersecurity and digital customer experience — and how rethinking data security can help maintain customer trust. Listen for the compelling insights of Dr. Dave Chatterjee, associate professor, management information systems at the University of Georgia and Steve Jablonski,...

Note: Since publishing this episode, we’ve rebranded to TELUS Digital.  The job market is changing at a faster pace than ever, and to keep up, brands need to continually recalibrate their recruitment processes to ensure they’re attracting top candidates. A shift in strategy and the leveraging of technology and automation can help companies position themselves as employers of choice. On this episo...

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we discuss how customer expectations change in difficult economic climates — and the ways brands can adapt. Listen for insights from Charles Lindsey , associate professor of marketing at University at Buffalo School of Management, and Pete Tapley, former vice president of customer experience innovation at TELUS...

Note: Since publishing this episode, we’ve rebranded to TELUS Digital.  On this episode, we discuss algospeak — online language meant to evade algorithmic detection — and how you can keep up.  Listen for the compelling perspectives of Dr. Jamie Cohen , assistant professor at Queens College, City University of New York, and Siobhan Hanna, former vice president and managing director of AI Data...

 Who, what, when, where, why and how. Introducing Questions for now , a podcast from TELUS Digital sharing compelling perspectives on the digital customer experience (CX).  Join host Robert Zirk as he asks big thinkers today’s big questions. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of actionable insights that listeners can a...