Customer Experience

Guide

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.

Research & Reports

Conversational AI & Voice Tech

The future of AI interfaces: Research and roadmap to 2030

Your customers are already defining the next decade of AI interaction. That’s why TELUS Digital went straight to the source — surveying 80 everyday, tech-savvy consumers — to build a roadmap to the near future of AI interfaces. This research report delivers an actionable blueprint for developing imp...

Article

AI-Powered CX

100% call and chat coverage: How AI-powered quality insights transform agent coaching and contact center operations

Learn how AI-powered quality insights transform contact center operations by providing targeted, unbiased agent coaching and automating compliance.

Case Study

B2B Sales Banking, Financial Services & Insurance

Transforming a global fintech’s sales operations with enterprise lead qualification

See how TELUS Digital helped a leading global fintech enhance their sales operation with enterprise lead qualification, delivering 47.6% conversion rate growth and $121 million in operating net revenue.

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Glossary

Customer Experience

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

The future of AI interfaces: Research and roadmap to 2030

100% call and chat coverage: How AI-powered quality insights transform agent coaching and contact center operations

Transforming a global fintech’s sales operations with enterprise lead qualification

Be the first to know

Check out our solutions