Customer Experience

Case Study

Turning every TELUS customer interaction into an agent coaching opportunity with AI

Explore how TELUS transformed contact center agent training and onboarding with AI coaching and quality management from TELUS Digital.

Questions for now IDC research on CX partnerships image

Podcast

11 minsMarch 12, 2026

What does IDC research reveal about the untapped potential of CX partnerships?

On this episode, we explore why enterprises often trust their CX service partners with their customers — but not their revenue.

Article

Outsourcing Partnerships

Why limiting CX outsourcing to service delivery leaves revenue on the table, featuring IDC research

Are your CX outsourcing partnerships generating as much revenue as they could? New IDC research reveals the gap — we break down what to do about it.

Hero: Scaling for peak demand: Building retail contact centers that perform under pressure

Guide

Scaling & Growth Retail & Ecommerce

Scaling for peak demand: Building retail contact centers that perform under pressure

Peak demand can make or break a retailer’s performance by testing how well customer experience (CX) teams and systems scale, adapt and stay consistent under pressure. This guide explores how leading brands prepare their CX operations to perform when volumes spike.

Research & Reports

Outsourcing Partnerships

From Efficiency to Excellence: Driving Enterprise Value Through Customer Experience Partnerships

Learn what enterprises prioritize in CX partnerships with IDC research on selection criteria, financial outcomes and technology capabilities.

Questions for now sales misalignment image

Podcast

30 minsFebruary 24, 2026

Is sales misalignment costing you customers?

On this episode, we explore the critical connection between sales and customer experience teams — and why a misalignment might be costing you customers, revenue and brand reputation.

Article

CX Trends Communications & Media

Enterprise AI for telecommunications: How to turn investments into business value in 2026

Turn AI investments into measurable value for telecom. Delve into intelligent infrastructure, sustainable innovation and AI automation strategies.

Article

AI-Powered CX

Mastering conversation design in the age of AI-powered CX

Master conversation design with examples, best practices and insights on building intuitive, effective AI-powered customer experiences.

Article

CX Best Practices Banking, Financial Services & Insurance

Fintech contact centers need a strategic play, not another tool

Most fintech contact centers don't need more tools — they need orchestration. Learn which strategic play fits your business.

Questions for now agent experience image

Podcast

37 minsJanuary 22, 2026

Is your agent experience powering your CX — or sabotaging it?

On this episode, we explore the hidden cost of overlooking agent experience — and how it impacts your customers.

Article

AI-Powered CX

Amplifying human talent in contact centers: How TELUS Digital scales AI adoption in CX

Discover how TELUS Digital’s three-phase playbook empowers more than 83,000 agents with human-led AI to scale CX transformation.

Article

AI-Powered CX

AI Quotient (AIQ) in contact centers: What it is and how to raise it

Learn what AI Quotient (AIQ) is, why it determines AI ROI in contact centers, and how to build high-AIQ teams that maximize your CX AI investments.

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Insights Overview

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Glossary

Customer Experience

Turning every TELUS customer interaction into an agent coaching opportunity with AI

What does IDC research reveal about the untapped potential of CX partnerships?

Why limiting CX outsourcing to service delivery leaves revenue on the table, featuring IDC research

Scaling for peak demand: Building retail contact centers that perform under pressure

From Efficiency to Excellence: Driving Enterprise Value Through Customer Experience Partnerships

Is sales misalignment costing you customers?

Enterprise AI for telecommunications: How to turn investments into business value in 2026

Mastering conversation design in the age of AI-powered CX

Fintech contact centers need a strategic play, not another tool

Is your agent experience powering your CX — or sabotaging it?

Amplifying human talent in contact centers: How TELUS Digital scales AI adoption in CX

AI Quotient (AIQ) in contact centers: What it is and how to raise it

Be the first to know