TELUS Digital Named as a Leader in Everest Group Customer Experience Management (CXM) Services PEAK Matrix® Assessment – Americas for the Eighth Consecutive Year
Key takeaways
- TELUS Digital has been named a Leader in the Everest Group Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2026 – Americas for the eighth consecutive year, one of eight companies to earn that ranking among the 48 CXM service providers assessed.
- Everest Group cited TELUS Digital's proprietary Fuel iX™ suite, global delivery footprint and outcome-based commercial models as key differentiators, and also recognized the company as a Major Contender in its 2026 CXM assessments for Europe, the Middle East and Africa (EMEA) and Asia Pacific (APAC).
- The recognition comes as the Everest Group assessment finds that enterprises are increasingly prioritizing AI-enabled CX providers that can move from pilots to production at scale with clear accountability, a shift TELUS Digital is able to meet with its broader AI value chain approach and CXM delivery model.
Vancouver, B.C. (September 16, 2026) - TELUS Digital, a global technology service provider specializing in AI-powered digital customer experiences (CX) and future-focused digital transformations, has been named a Leader in the Everest Group Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2026 – Americas, for the eighth consecutive year. This is the analyst firm's highest ranking, highlighting TELUS Digital's capabilities across its proprietary artificial intelligence (AI) portfolio, global delivery network and diversified industry expertise. TELUS Digital was one of eight companies positioned as a Leader among the 48 CXM service providers assessed.
“TELUS Digital continues to strengthen its position as a Leader in Everest Group’s Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2026 – Americas, supported by its broad global delivery footprint, multilingual capabilities, diversified industry presence, and depth across core CXM services,” said Sharang Sharma, Vice President, Everest Group. “Its proprietary Fuel iX™ suite, spanning agent support, training, quality management, and enterprise AI orchestration, together with a broad technology partner ecosystem, enables TELUS Digital to support AI-enabled CX transformation across the customer lifecycle. Its flexible commercial models, including outcome-based constructs, along with strong client recognition for relationship management and delivery flexibility, further strengthen its proposition for enterprises.”
TELUS Digital recognized for its capabilities across the CXM value chain
The Everest Group CXM Services PEAK Matrix® Assessment 2026 – Americas pointed to TELUS Digital's capabilities in:
- Its Fuel iX platform for enterprise AI orchestration, Fuel iX Agent Assist for real-time agent support and Fuel iX Agent Trainer for AI-led training and quality improvement.
- A broad technology partner network spanning Google Cloud, Zendesk, Five9, Amazon Connect, Genesys, Cresta, ElevenLabs, Verint, Automation Anywhere and Sanas, extending its capabilities across CCaaS, analytics, automation, and conversational and agentic AI.
- A global delivery footprint supporting 50+ languages for clients based in the U.S., Canada, the U.K. and Ireland, Europe and Asia Pacific.
- Continued expansion in 2026 to strengthen multilingual CX support in Southeast Asia, along with the earlier acquisition of Gerent and the launch of an AI research hub in Brazil, adding depth to its cloud, digital CX and agentic AI capabilities.
- Depth across customer service, technical support, sales services, compliance and security management, talent management, customer retention management, order fulfillment and transaction processing, and payment collections, serving clients across telecom, banking and financial services, media and entertainment, hi-tech, travel, transport and hospitality, software and platforms, energy and utilities, healthcare, consumer packaged goods (CPG), and insurance.
- Pricing maturity, with a mix of input, output, outcome and hybrid-based commercial models and notable depth in outcome-based constructs.
- Client feedback citing TELUS Digital's relationship management, flexibility and global delivery footprint, with particular appreciation for its multilingual capabilities and process-driven service delivery in key locations.
Everest Group also positioned TELUS Digital as a Major Contender in its CXM Services PEAK Matrix® Assessments 2026 for Europe, the Middle East and Africa (EMEA) and Asia Pacific (APAC), citing its broad scope of CXM services, extensive industry coverage and pricing maturity across both regions, along with client feedback praising its relationship management, flexibility and multilingual delivery.
TELUS Digital meets enterprise demand for accountable, production-ready AI
Everest Group’s research indicates that as enterprises move from experimenting with generative AI tools toward integrated, production-scale AI operations, they are prioritizing customer experience providers who can take accountability across the full AI-enabled CX lifecycle, from strategy and journey design through implementation, workforce adoption and governance. Everest Group's analysis also shows that enterprises are weighing commercial models differently, favoring transparent, outcome-linked pricing over the lowest rate alone, and judging scale by a provider's ability to flex capacity across locations, channels, workforce models and AI-enabled delivery. Its research found that enterprises increasingly prioritize commercial flexibility and outcome accountability, and it points to TELUS Digital's mix of outcome-based models as meeting that demand.
“We’re seeing the market moving past the question of whether AI belongs in customer experience and into whether delivery partners can run it at scale and deliver measurable gains in resolution time, quality scores and customer satisfaction,” said Tobias Dengel, President, TELUS Digital. “That's the shift we've built our CXM delivery model around, pairing AI with the language, industry and operational depth enterprises need to move from pilots to production. Being named a Leader for the eighth consecutive year tells us our approach is working for our clients, and it's the bar we intend to keep exceeding for them.”
Defining leadership in CXM services
For its 2026 CXM Services PEAK Matrix® Assessment – Americas, Everest Group evaluated and ranked 48 CXM service providers as Leaders, Major Contenders or Aspirants, based on two dimensions: market impact, measured through market adoption, portfolio mix and value delivered; and vision and capability, measured through vision and strategy, scope of services offered, innovation and investments, and delivery footprint. The assessment draws on Everest Group's annual Request for Information (RFI) process for calendar year 2026, provider briefings, client reference checks, and its ongoing analysis of the CXM services market.
For more information on the CX strategy, AI-powered solutions and global CX delivery behind TELUS Digital's Leader recognition, visit:
Disclaimer Licensed extracts taken from Everest Group’s PEAK Matrix® Reports may be used by licensed third parties for use in their own marketing and promotional activities and collateral. Selected extracts from Everest Group’s PEAK Matrix® reports do not necessarily provide the full context of our research and analysis. All research and analysis conducted by Everest Group’s analysts and included in Everest Group’s PEAK Matrix® reports is independent and no organization has paid a fee to be featured or to influence their ranking. To access the complete research and to learn more about our methodology, please visit Everest Group PEAK Matrix® Reports.
