Newsroom

Sce Pike, VP of AI Growth & Solutions at TELUS Digital, joins the Media and the Machine podcast to explain how robots learn. She walks through the real-world data AI labs need to train physical AI, why robots may require as many as a billion hours of training data, and how TELUS Digital draws on its global AI community of more than 1 million contributors to collect it at scale. Sce also discusses why physical AI has the opportunity to build responsibility and core values into training from the start.

New research on AI-handled customer service chats finds that automation can shorten interactions while lowering customer ratings, with the steepest drops when frustrated customers are passed to a human agent late in the conversation. Erin Walker, Global VP, CX AI, Business and Delivery at TELUS Digital, explains that the goal isn’t to take people out of the conversation, but to make sure they have what they need, when they need it, and stay accountable for the moments that require judgment.

Employees want fast answers from AI, but without the right safeguards, that demand can put company data at risk. This article explores how enterprises can unlock the knowledge inside their business documents while maintaining security, governance and trust, citing TELUS Digital survey insights that 57% of enterprise employees have copy-pasted sensitive company information into public AI tools to get an answer.

TELUS Digital is now an implementation partner for Parloa, a leading agentic CX enabler for the enterprise. Together, the companies can help enterprises build stronger customer relationships with AI agents that handle interactions from beginning to end and bring in a person when a conversation calls for high-touch care.

Mitch Lieberman, VP of Product and CX at TELUS Digital, tells Customer Experience Magazine how companies can avoid getting locked into a single AI vendor. He shares why owning your customer conversation data matters, so you can switch tools as AI evolves without losing your history or making customers repeat themselves.

Faster responses don’t guarantee a better customer experience if the AI behind them is working from stale information. This article draws on recent research to show why keeping contact center AI current after launch matters. Erin Walker, Global Vice President, CX AI, Business & Delivery at TELUS Digital, explains that agents improve when training, assist, quality and coaching operate as one connected system, and that AI should take on the tasks that slow agents down so they can focus their judgment where it counts.

For World CX Day, CX Today pulled together five lessons from its 2026 interviews with CX leaders, which point to governance, context, trust, employee confidence, and real customer outcomes as the factors that will shape better experiences more than the volume of automation a business deploys. In a section on the growing value of human roles, TELUS Digital's Mitch Lieberman, VP of Product and CX, notes that AI can technically resolve an interaction while still failing the customer, since a solved transaction doesn't always leave the person feeling their issue was truly addressed.

Mitch Lieberman, VP of Product & CX, TELUS Digital, spoke to CX Today about why resolution rates alone don't capture whether an AI customer service interaction actually succeeded, since a technically completed query can still leave a customer feeling unheard if prior contacts, urgency and sentiment go unaccounted for. He outlines how customer intelligence and human-in-the-loop dashboards let experienced agents step in when automation is struggling, positioning domain experts as the ones guiding AI performance rather than being replaced by it.

Sce Pike, VP of AI Growth & Solutions at TELUS Digital, joined TechTarget's Targeting AI podcast to explain why humanoid robots are so hard to train compared to chatbots. Large language models learned from text scraped across the entire internet. Robots don't have that shortcut. They need video of real-world movement, and that footage is expensive to collect and store, and often inconsistent because it comes from different cameras and sensors. Pike has been advocating for common data standards in robotics, arguing that inconsistent collection methods across devices create wasted data and greater safety risk in physical environments.

Everest Group's assessment points to TELUS Digital's Fuel iX™ AI suite, global delivery footprint and outcome-based commercial models as key differentiators in AI-enabled CX transformation, with the company also earning Major Contender status in EMEA and APAC.

Archana Sharma, Senior Director of Service Delivery at TELUS Digital, spoke with CXOtoday about how AI is reshaping customer service and what it takes to scale it responsibly. Sharma explains why good CX today means anticipating problems before they escalate, not just resolving them quickly, and lays out TELUS Digital's framework for deciding what to automate versus keep human-led. She also covers the shift in Indian enterprises from experimenting with generative AI to embedding it in core operations, and argues that responsible AI has to be built on privacy, security, and human oversight from the start rather than added later.

As most enterprises lack a way to measure whether their contact center AI is working, this article examines TELUS Digital's "agent performance loop" framework, which connects training, real-time agent assist, and quality monitoring so insight from each stage improves the other two. Erin Walker, Global VP, CX AI, Business and Delivery at TELUS Digital, outlines the three conditions that determine whether agent assist survives production — native CRM integration, low-latency recommendations and a feedback loop that captures agent signals at scale — and explains why agents abandon AI tools not because the model is bad, but because it learned from the wrong data.