Newsroom

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.

TELUS Digital has officially launched its global rebrand from TELUS International to TELUS Digital, underscoring its commitment to a digital-first approach. This transformation emphasizes seamless integration of digital, AI-powered, and human interactions to enhance customer and employee experiences.

TELUS International, rebranding to TELUS Digital Experience (TELUS Digital) later in the third quarter, has been recognized as a Leader in the 2024 Everest Group Customer Experience Management (CXM) Services PEAK Matrix® Assessment - Americas for the sixth consecutive year, highlighting its diverse portfolio of digital customer experience solutions, including AI, automation, and innovative GenAI-powered offerings.

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.

Michael Ringman, CIO, discusses why businesses can only reap the benefits of GenAI as a competitive differentiator if they understand the implications of transparency and unbiased GenAI and follow the necessary steps to build a responsible platform.

CX Today examines TELUS International's development of TELUS Expert Messaging, an asynchronous messaging solution that utilizes Amazon Connect's Engage platform. Seamlessly integrated into the MyTELUS app, this service provides customers with 24/7 access to human support and leverages generative AI to significantly reduce wait times, often resolving inquiries with just a single message.

Tobias Dengel, President of TELUS Digital and Founder and President of WillowTree, a TELUS International Company, shares insight into why integrating checks and balances into the AI framework is key to preventing generative AI hallucinations and bias.

TelecommTalk explores TELUS International's introduction of 'TELUS Expert Messaging,' an asynchronous messaging feature within the MyTelus app. This tool allows customers to communicate with support agents at their convenience, utilizing generative AI to enhance interactions and ensure robust data privacy.

TELUS Digital is transforming customer support for media and communications companies with the introduction of TELUS Expert Messaging. This AI-powered, asynchronous messaging tool allows customers to interact with support at their convenience, ensuring efficient, personalized service while reducing operational costs for businesses.

Albert Galarza, Global Vice President of Human Resources, shares why using a corporate lattice approach may be key for experienced professionals to successfully evolve their careers.

Tobias Dengel, President of WillowTree, a TELUS International Company, and author of The Sound of the Future, highlights the transformative potential of integrating multimodal voice capabilities within mobile apps. He believes that combining voice with other interfaces, such as text and images, addresses the limitations of voice-only systems and offers a more efficient and user-friendly experience. Dengel also highlights recent technological advancements that make multimodal voice interfaces viable for companies looking to enhance customer engagement.

TELUS Digital reports second quarter 2024 results, delivering consistently strong cash flows despite prolonged macroeconomic pressures; revises the full-year outlook and announces executive leadership appointments