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Case Study

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On this episode, we ask big questions about how customer loyalty is formed — and how AI can be leveraged to build stronger connections with customers.

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What does customer loyalty look like in the age of AI?

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Streamline your operations with TELUS Digital

What to speak with a business process consulting expert?

Discover how TELUS Digital’s business process consulting experts helped a leading telecommunications company drive improvements in its customer service delivery and efficiency.

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Streamline your operations

Check out our solutions

Maximizing profitability in telecom: leveraging customer insight for digital transformation excellence

Do you know how to provide great customer experiences to the ‘everything customer’? Find out how to satisfy the next generation of consumers.

Everything Customer CX

Designing customer experience for the everything customer

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Explore the transformative potential of Contact Center-as-a-Service (CCaaS) solutions and learn how to navigate the evolving landscape of AI-driven customer interactions with this executive brief from Frost & Sullivan.

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The CCaaS breakthrough: Redefining customer interactions with AI

Discover how TELUS Digital transformed customer support for a leading cryptocurrency platform, scaling the program within weeks while achieving high customer satisfaction scores.

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Elevating the customer experience for a leading cryptocurrency platform

Join Ajinkya Malasane, senior director, product strategy and marketing for TELUS Digital (formerly TELUS International), and Vikram Chatterji, co-founder and CEO of Galileo, a generative AI (GenAI) evaluation company, as they provide efficient and effective ways to solve key GenAI project blockers for easier deployments.

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Crafting production-grade GenAI applications

Discover how TELUS Digital helped a world-leading communications and technology company streamline workflows and enhance its quality standards by leveraging a cloud-native development strategy and advanced automation solutions, including AI-powered test-driven development (TDD).

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Optimizing app development with cloud-native solutions and automation

Achieve faster delivery, higher quality and cost efficiency in your software development

Optimizing application development with cloud-native solutions and automation

Discover the survey results from TELUS Digital that explore how Americans are using voice technology both personally and professionally.

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Infographic: How consumers use voice technology

Watch this recorded webinar from Everest Group and TELUS Digital (formerly TELUS International) for new insights to help you skillfully transform your digital customer experience.

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Webinar: How to supercharge your CX with AI-fueled digital transformation

How to supercharge your CX with AI-fueled digital transformation

Discover how TELUS Digital used our proven field operations testing (FOT) experience to create a high-quality dataset for training advanced driver assistance systems (ADAS) and autonomous vehicles (AV).

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Curating high-quality data for the training and validation of ADAS and AV models

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Organizations have a responsibility to create and maintain digital experiences that are truthful, welcoming and safe. Learn how brands can keep pace with the growing levels of user-generated content (UGC) to build trust with their customers and protect their reputation.

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The future of content moderation: Strategies and tools for 2025 and beyond

Enterprises worldwide are focused on optimizing customer experience (CX) delivery costs amidst challenging economic times.

Watch now to explore decision-making processes that reduce costs without negatively impacting CX.

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Enhance your CX strategy

Join industry experts from TELUS Digital and Everest Group as they explore how leading technologies, such as generative AI, automation, analytics and more, are delivering value for organizations without compromising service quality.

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Efficient CX delivery: A tech-driven approach

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AI in retail offers a multitude of benefits, but how does it work? We look at examples of retail automation and the technology that powers it.

AI in Retail: 6 Technologies & Applications

AI in retail: Technologies and applications

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Want to speak with a Process Consulting expert?

Uncover how TELUS Digital’s business process consultants helped a leading financial services brand optimize its operations, enhance its customer experience (CX) and advance its digital transformation journey.

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Optimize your operations

Streamlining operations and advancing the digital transformation journey of a leading financial services brand

Discover how TELUS International successfully deployed a robotic process automation (RPA) solution for a leading waste management company to minimize time-consuming tasks and reduce the errors associated with manual data entry.

Implementing robotic process automation to streamline critical procurement processes

Discover how TELUS Digital successfully deployed a robotic process automation (RPA) solution for a leading waste management company to minimize time-consuming tasks and reduce the errors associated with manual data entry.

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See how TELUS Digital can help card services brands meet rising consumer expectations through high-tech, high-touch customer experiences.

Holistic digital customer experience solutions for card services

On this episode, we explore strategies for building a compelling business case for customer experience (CX) investment — and how to optimize the budget you’ve secured.

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How can leaders win and optimize investment in CX?

Uncover how a mix of human interaction and automated tools can help card services brands build digital customer experiences that foster customer loyalty.

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Going beyond transactions: How card brands can offer elite digital CX

Prioritizing accessibility isn't only the right thing to do; it's also the smart thing to do. See why investing in accessible CX makes business sense.

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Why accessible CX should be a priority for brands in 2023

On this episode, we discuss the connection between cybersecurity and digital customer experience — and how rethinking data security can help maintain customer trust.

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How can brands rethink data security to maintain customer trust?

Trust is fundamental to any use of machine learning — healthcare is no exception. Read on as we look at trust and machine learning in medicine.

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Machine Learning in Medicine: Learning to Trust

Machine learning in medicine: Learning to trust

See the results our global, disruptive client achieved after they transitioned to Contact Center Outsourcing Solutions from TELUS Digital.

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Bring efficiency to your contact center

Bringing efficiency to a leading food delivery platform's overwhelmed contact center

Join Steve Nemzer, director of AI growth and innovation for TELUS Digital, as he unveils the transformative world of agentic artificial intelligence (AI). Learn what makes AI “agentic”, various use cases and implementation best practices to benefit your organization.

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 Are you ready for the era of agentic AI?

On this episode, we ask big questions to debunk prominent myths and misconceptions surrounding automation in customer experience.

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What do people get wrong about automation?

Frost & Sullivan, a globally recognized market research and consulting firm, recently published an executive brief titled, The CCaaS breakthrough: Redefining customer interactions with AI. This comprehensive report identifies a number of emerging global trends, disruptions and new technologies shaping the contact center industry.

In this article, we delve into five major trends highlighted by Frost & Sullivan that are impacting contact centers. Read on to see how advancements in technology will reshape how contact centers enhance CX, drive agent productivity and equip their workforces with the right tools.

1. Rapid adoption of cloud-based technology platforms and architecture

One of the most significant contact center industry trends, according to Frost & Sullivan, is the shift toward cloud-based platforms. This refers to the use of internet-based platforms and infrastructure to deliver services traditionally handled by on-premise systems. Instead of relying on local servers and hardware, contact centers using cloud-based platforms can access a suite of tools and services remotely, hosted by third-party providers. These cloud platforms typically encompass everything from call routing and workforce management to customer relationship management (CRM) systems, making them an all-in-one solution for modern contact center needs.

According to Frost & Sullivan, seven key factors are driving rapid cloud adoption:

The end-of-life of existing system platforms: Many legacy contact center platforms are becoming outdated or are no longer supported by vendors. As these systems become less reliable and harder to maintain, businesses are increasingly turning to cloud-based solutions for contact center modernization. Today' cloud-based technology offers advanced capabilities and ongoing support without the need for costly replacements or upgrades.

The ability for premises-based organizations to add CCaaS in hybrid configurations: Businesses can combine the reliability of their current infrastructure with the flexibility and scalability of cloud-based services. This approach lets organizations gradually transition to the cloud without disrupting ongoing operations or requiring a full system overhaul.

New process automation and analytics capabilities: With AI-driven automation and real-time analytics, cloud contact centers can streamline workflows, enhance decision-making and improve customer interactions by predicting needs and optimizing agent performance.

Redesigned agent desktops: Having the ability to consolidate multiple tools and channels into a single, user-friendly interface enables agents to work more efficiently, offering quicker access to customer data and faster responses and ultimately improving the overall customer experience.

Digital transformation: Companies are looking to modernize their operations and deliver seamless customer experiences across digital channels. Cloud platforms are well-suited to support omnichannel services, allowing businesses to meet customer expectations in a digital-first world.

Richer integrations to third-party applications: Integration with applications such as CRM, marketing automation and ecommerce systems enables businesses to create a more connected and streamlined customer journey by pulling data from various sources to provide personalized and efficient service.

Advanced self-service applications: Applications like AI-powered chatbots allow customers to resolve simple inquiries without needing to speak to an agent. These tools reduce operational costs, enhance customer satisfaction and free up agents to handle more complex tasks.

One of the ways organizations are capitalizing on cloud technology is through the implementation of Contact Center as a Service (CCaaS) solutions. CCaaS is a cloud-based solution that delivers all essential contact center functions through a subscription model. This approach enables businesses to access advanced tools without the need for significant upfront investment in hardware or software. According to Fortune Business Insights, the CCaaS market is expected to grow from $6.08 billion in 2024 to $24.45 billion by 2032. This expected growth can likely be attributed to the scalability, flexibility and cost efficiency that these solutions offer organizations.

2. Constantly changing consumer behavior and preferences

Consumer behavior has undergone significant shifts, particularly in terms of how customers engage with contact centers. It's no surprise that changing consumer behavior and preferences made the list of key contact center trends to watch. As customers demand more personalized, seamless interactions, contact centers must continuously adapt to meet these evolving expectations.

For example, Salesforce's State of the Connected Customer report reveals that consumers interact with companies across an average of eight different channels. Additionally, 71% of consumers prefer using different channels — whether email, phone, in-person, online chat or others — depending on the situation. This underscores the need for businesses to offer an experience that allows customers to start an interaction on one platform and continue it on another without disruption.

Speed and responsiveness are also top-of-mind for the modern consumer. "We care about our time more than ever," said Jay Baer, keynote speaker, entrepreneur and author of The Time to Win: How to Exceed Your Customers' Need for Speed, during an episode of Questions for now, a TELUS Digital podcast that focused on building customer loyalty. Baer explained that brands that exceed expectations by responding to customer inquiries faster than anticipated can turn those customers into advocates. Baer's research also found that 50% of customers are less likely to spend money with a business if it responds slower than expected, and every year, these expectations for speed continue to rise.

In addition, research by Statista shows that 88% of customers now expect brands to have an online self-service portal. This reflects the growing preference for resolving simple issues independently, without speaking to an agent. As digital natives become the dominant consumer demographic, self-service options like online resources and automated solutions have become essential.

These are just a few examples of how shifting customer expectations will force brands to rethink their service strategies and adopt new technologies to stay ahead.

3. Increasing use of personalized automation using AI

Personalization has long been essential for brands looking to build lasting relationships with their customers, and this trend doesn't appear to be going anywhere anytime soon. A survey conducted by TELUS Digital revealed that over 60% of American consumers prefer a more personalized customer experience, even if it takes more time.

Recent advances in technology have significantly enhanced personalization capabilities. AI-driven automation, for instance, encompasses a wide range of applications, from chatbots to advanced routing systems and predictive analytics. Unlike traditional automation, which handles repetitive tasks using predetermined rules, AI-enabled solutions can analyze large volumes of data in real time. This enables dynamic, personalized interactions based on each customer's unique profile, providing more relevant and timely support. As a result, contact centers can offer a more tailored experience, reducing the need for human intervention in routine inquiries while improving overall customer satisfaction.

Bank of America's virtual financial assistant, "Erica," for example, has proven to be a game-changer in the financial services company's customer service since its launch in 2018. According to a release from Bank of America, "to date, Erica has responded to 800 million inquiries from over 42 million clients and provided personalized insights and guidance over 1.2 billion times." The assistant helps customers manage recurring subscriptions, monitor spending and handle inquiries like finding transactions or transferring money. Erica is especially effective at providing quick responses — 98% of clients receive answers within 44 seconds. And when further assistance is needed, Bank of America's Mobile Servicing Chat capability connects clients with a live representative who can answer more complex servicing questions.

4. Developing analytics and insights to drive business outcomes

Effective data analysis enables contact centers to monitor performance in real time, track customer behavior and identify patterns that can inform business strategies.

As Kory Lawszewski, vice president of global sales at TELUS Digital, pointed out in the report, 2024 CX Leaders Trends & Insights by Execs In The Know, sponsored by TELUS Digital, every customer interaction across various channels offers valuable insights that can be used to identify pain points and refine service strategies. "Review customer support call logs, interactions between your customers and your chatbots, replies on your social media posts, and anywhere else your customers interact with your brand," Lawszewski noted. By leveraging these insights, businesses can enhance their customer experience approach, anticipate future needs and make data-driven decisions to optimize service and efficiency. This feedback loop helps fine-tune processes, foster personalized interactions and ultimately drive higher customer satisfaction.

Analytics in contact centers typically fall into three main categories:

Descriptive: Focuses on analyzing historical data to understand what has happened, providing insights into past performance metrics like call volumes, customer satisfaction scores and average handling times. This helps contact centers identify trends and assess overall performance.

Predictive: Uses data models and machine learning to forecast future outcomes based on historical patterns. For example, it can predict call volume spikes, customer churn risks or the likelihood of resolving an issue during the first interaction.

Prescriptive: Recommends specific actions based on predictive insights. These analytics can be used to suggest how to allocate resources, optimize staffing levels or tailor customer service strategies to improve results.

AI-driven analytics are further changing the game by offering deeper, more actionable insights in real time. Traditionally, contact center analytics relied on historical data and basic metrics like call volume or average handling time. While useful, these insights were often reactive, providing a look at past performance without much predictive power. AI-driven analytics, however, change the game by enabling real-time analysis and predictive modeling.

Brands are already starting to plan how they can leverage the powerful benefit of AI-driven analytics. American Express, for example, is preparing to use generative AI to analyze customer feedback and inquiries gathered through its existing customer service channels. The goal is to focus on "predicting how our customers are going to perform over time, enabling better financial planning and decision-making," said Luke Gebb, executive vice president of American Express Digital Labs in a VentureBeat article.

AI Use Cases

Machine learning in medicine: Learning to trust

Machine learning in medicine: Learning to trust

12 ways AI is transforming finance and banking

12 ways AI is transforming finance and banking

AI in retail: Technologies and applications

AI in retail: Technologies and applications

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