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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.

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.

Tobias Dengel, President of TELUS Digital, says that Middle East governments and enterprises are shifting from adopting AI tools to owning AI capability, and that this shift demands full-service partners who can carry clients from strategy through deployment. He points to TELUS Digital's track record in regulated Canadian and U.S. markets as a proof point that help give clients confidence to move mission-critical AI into production.

With contact center agent attrition averaging 38% annually, this article examines the causes behind the churn and lays out practical fixes, including using AI to handle routine requests end-to-end so agents can focus on moments that require human judgment. Erin Walker, Global Vice President, CX AI, Business and Delivery at TELUS Digital, notes that the aim isn't to remove people from the conversation, but to make sure they have what they need, when they need it, while staying accountable for the calls that matter most.

During Dreamforce 2026, TELUS Digital will host a unique 'boutique' agenda at Hotel Zetta on September 15–16, bringing together industry leaders in financial services, education and other sectors for candid, expert-led sessions on scaling Agentforce into production.

TELUS Digital, a Salesforce Summit Level implementation partner, will host industry-led content sessions, expert demo stations and invitation-only events at Hotel Zetta during Dreamforce 2026.

Your car, your smart watch, your CAPTCHA clicks. This type of data is often used to train AI, and most privacy laws were never built for that kind of reuse. Steve Nemzer, TELUS Digital's Senior Director of AI Innovation & Growth, breaks down why ambient data has become one of the biggest sources fueling AI development and makes the case for basic guardrails, like data expiration and provenance tracking, to help keep public trust.

Erin Walker, Global VP, CX AI, Business & Delivery at TELUS Digital, outlines the three requirements that determine whether AI agent assist technology succeeds in production — native CRM and knowledge base integration, real-time low-latency recommendations and a continuous feedback loop that captures agent signals at scale — and explains what it takes to keep performance improving after go-live.

TELUS Digital has been named a Leader in the 2026 NelsonHall NEAT Evaluation for AI Enablement Services, recognized in both the Overall and AI Training market segments. The recognition points to strengths in specialized training data, computer vision and advanced driver assistance systems (ADAS) experience, and growing capabilities in robotics, embodied AI and physical AI.

Erin Walker, Global Vice President, CX AI, Business and Delivery at TELUS Digital, explains why new-agent ramp time reveals whether an operation's training, live-call assist and quality review actually work together as one system, and outlines four ramp-time metrics operators should check before buying any AI tool.

At SlatorCon London 2026, TELUS Digital AI Director Romain Chapman joined panelists from Toloka AI and Appen for a discussion on the data-for-AI market. Asked what buyers are prioritizing now, Chapman pointed to deep domain expertise in STEM, coding, and healthcare over generalist data, and flagged the shrinking pool of qualified experts as one of the market's biggest looming challenges.

TELUS Digital's Vice President of Healthcare Transformation, Bobby Brown, says that healthcare organizations need transparency, personalization and human oversight to earn patient trust in AI, citing TELUS Digital research showing patients want AI that notices and responds to their needs while leaving final decisions to humans. He outlines three design priorities for healthcare organizations: transparency ahead of action, human-at-the-lever oversight and personalization, and offers questions organizations should ask their AI implementation partners.