Customer Experience

Guide

Customer activation 90-day checklist

Prevent new customers from becoming next year's churn problem. Download the 90-day activation checklist for B2B customer success and onboarding teams.

Article

CX Analytics & Metrics

How predictive analytics powers proactive interventions before customers churn

Discover how predictive analytics prevents customer churn before issues arise. Learn strategies to implement proactive CX interventions that drive retention.

Report

Outsourcing Partnerships

NEAT evaluation for TELUS Digital: CX Services Transformation

Access the findings of the NelsonHall NEAT vendor evaluation for CX Services Transformation in the Overall, CX Improvement Capability, Cost Optimization Capability and Revenue Generation Capability market segments.

Questions for now customer success strategic partners image

Podcast

26 minsNovember 18, 2025

How do customer success leaders become strategic partners?

On this episode, we explore what it takes to shift from vendor to strategic partner — and why good metrics alone don't guarantee renewals.

Article

AI-Powered CX

Why consumers prefer AI assistants to apps, and how brands should respond

Discover why consumers are choosing AI assistants over traditional apps and how brands can adapt to this shift in digital experience.

Questions for now - Why do satisfied customers leave?

Podcast

28 minsOctober 29, 2025

Why do satisfied customers leave?

On this episode, we explore why satisfied customers leave — and what it takes to turn satisfaction into lasting loyalty.

Guide

AI-Powered CX Banking, Financial Services & Insurance

The AI-powered contact center: A new anchor for trust and CSAT in financial services

Customer experience (CX) is now the battleground for trust in financial services. Learn how AI-powered contact centers win trust and retain clients.

Revolutionizing customer experience with AI-driven network optimization - Hero

Case Study

AI-Powered CX Communications & Media

Revolutionizing customer experience with AI-driven network optimization

Discover how our team of experts worked with TELUS Communications to harness AI-driven insights that guide network investments, enabling faster issue resolution and higher quality service at scale.

Guide

B2B Sales

From neglect to nurture: A five-step guide to transforming your long-tail customer strategy

Long-tail accounts — the smaller, often-overlooked customers in your B2B portfolio — can unlock scalable growth when managed effectively. This guide introduces a practical framework to help sales teams engage with these accounts more strategically.

Guide

CX Best Practices Communications & Media

Black Friday readiness guide for telecommunications providers

Black Friday puts customer experience (CX) strategies to the test. Learn five essential ways telecommunications providers can prepare their teams, processes and digital channels to deliver loyalty-building experiences during the busiest shopping event of the year.

TELUS Digital resource preview peak matrix-(1)

Report

Outsourcing Partnerships

Everest Group CXM Services PEAK Matrix® — Americas 2025

Everest Group assessed 48 providers for its 2025 PEAK Matrix® Assessment for Customer Experience Management (CXM) Services in the Americas. Positionings were based on their market impact and vision and capabilities.

Article

CX Best Practices

The strategic value of embedding empathy in the world of AI-driven CX

Learn how leading brands are leveraging technology not just to increase efficiency, but to create more opportunities for meaningful human connections.