Newsroom

Michael Ringman, CIO, highlights why companies that have invested in digital-first customer experience (CX) solutions like generative artificial intelligence (GenAI) chatbots, self-serve tools, voice support and asynchronous messaging will be better positioned to support agents and customers during peak periods.

Jamie Timm, Chief Delivery Officer of TELUS Digital Solutions, discusses why now is the ideal time for companies to make the transition to CCaaS solutions.

Speech Technology magazine highlights TELUS Digital's recent survey results that show voice tech's widespread adoption among U.S. consumers, driven by advancements in generative AI. The survey also reveals consumer preferences and the growing demand for multimodal interfaces.

Gagan Tandon, Chief Data & AI Officer and Jill Stover Heinze, Lead of the Data & AI Research Team at WillowTree, a TELUS Digital Company, explore the transformative potential of generative AI (GenAI) within enterprises, highlighting the need for a clear value proposition and balancing what users want, what's technically possible and what delivers real results.

Tobias Dengel, President of TELUS Digital Solutions, shares insights on why voice technology will fundamentally change how humans interact with devices and machines—if developers get their voice strategy right.

Michael Ringman, CIO, discusses why establishing near- and mid-term objectives and metrics to measure success in AI investments is crucial to unlocking their full potential.

TELUS Digital has signed Canada's Voluntary Code of Conduct on the Responsible Development and Management of Advanced Generative AI Systems, reflecting its commitment to the lasting, positive impact of AI and other transformational technologies on the digital economy. Guided by these standards, TELUS Digital is dedicated to responsible AI design, implementation, and governance as it explores innovative applications to support client goals and improve the human experience.

Terry Bruder, Senior Product Manager at TELUS Digital, shares insights on how cloud technology enables businesses to analyze customer data in real-time to deliver hyper-personalized experiences, enhancing overall customer engagement. He also highlights the importance of data accuracy in AI systems, along with the need for robust data governance and security to protect sensitive information while delivering exceptional customer experiences.

In this CX Dive article, Tobias Dengel, President of TELUS Digital Solutions, emphasizes the growing need for companies to shift their focus toward a unified, multimodal voice experience. He explains that integrating apps, bots, and human interactions into a seamless customer journey allows businesses to provide more efficient and cohesive support. By ensuring that voice technology works in tandem with human agents when needed, brands can offer a more personalized and frictionless experience across the customer journey.

CX Today examines TELUS Digital's survey on voice technology adoption among U.S. consumers, highlighting the growing role of voice tech in every stage of the customer journey—from first interactions to driving long-term retention and satisfaction. Brands that don't keep pace with these expectations risk losing out to competitors who do.

Jason Macdonnell, President of TELUS Digital Customer Experience, and Tobias Dengel, President of TELUS Digital Solutions and Founder of WillowTree, discuss the company's recent brand refresh and their collective focus on leveraging technology and human ingenuity to deliver standout digital customer experiences and bring disruptive AI use cases to market for their clients.

Albert Galarza, Global Vice President of Human Resources, shares strategies for brands to better understand and mitigate the associated risks of the 'Bring your own AI (BYOAI)' trend, develop a solid plan for implementation and ensure employees are informed and empowered to use AI in the workplace.