Customer Experience

Article

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.

Article
Omnichannel Customer Journey
Transforming CX delivery in a cost-conscious world
Podcast
25 minsAugust 27, 2025
Are you leaving revenue on the table in customer experience?
Guide
B2B Sales
From neglect to nurture: A five-step guide to transforming your long-tail customer strategy

See all Customer Experience

AI-Powered CX

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TELUS ElevenLabs conversational ai customer onboarding preview

Case Study

Communications & Media

How TELUS reimagined reactive customer onboarding as proactive care with ElevenLabs and TELUS Digital

TELUS Digital deployed an ElevenLabs-powered AI voice agent for TELUS that proactively reaches new internet customers. What started as a proof of concept became the foundation of an entirely new model of proactive customer care. See the results.

20 Percent More Cross-Sells in 90 Days - Contact Center AI Adoption

Article

20% more cross-sells in 90 days: The power of forward-deployed engineers in contact centers

The Institutional Knowledge Your Contact Center AI Is Missing

Article

Institutional knowledge is the missing layer in most contact center AI data strategies

B2B Sales

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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.

Questions for now sales misalignment image

Podcast

30 minsFebruary 24, 2026

Is sales misalignment costing you customers?

Case Study

Banking, Financial Services & Insurance

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

CCaaS

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Brochure

TELUS Digital and Genesys: CCaaS Partnership

Stop chasing capacity and start scaling with confidence. Discover how TELUS Digital and Genesys deliver AI-powered CX at any scale, without compromise.

TELUS-Digital Zendesk The-partnership-built-for-orchestrated-resolution

Brochure

TELUS Digital and Zendesk: CCaaS Partnership

Questions for now - CX AI: From chaos to clarity image

Podcast

34 minsApril 23, 2026

How do you move from chaos to clarity with CX AI? (feat. Zendesk)

Conversational AI & Voice Tech

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Research & Reports

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

Infographic: How consumers use voice technology

image-20519f5e-3a9a-4c5d-80d7-5f7e06ffda45

Article

ChatGPT Advanced Voice Mode: The future of AI-powered conversations is here

Customer Journey

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Article

Realizing the potential of AI-driven personalization

Embrace the next frontier of personalization with an AI-driven approach. Learn how to reimagine your personalization with expert insights and tips.

Questions for now automation for personalization image

Podcast

27 minsMarch 20, 2025

Is automation the key to more human, personalized experiences?

Questions for now seamless experiences image

Podcast

31 minsJune 27, 2024

How can brands design and deliver seamless customer experiences?

CX Best Practices

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Article

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?

Questions for now five questions for 2026 image

Podcast

9 minsDecember 29, 2025

What five questions should CX leaders ask to improve customer outcomes in 2026?

CX Analytics & Metrics

See all

Article

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.

Article

Reducing cost per contact (CPC) with AI

Guide

Next-generation KPIs: Redefining customer experience measurement

CX Trends

See all

Article

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

26 digital customer experience stats to know for 2026

Research & Reports

Execs In The Know: 2025 CX Leaders Trends & Insights

Generational Support

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Article

Generation Alpha and the future of CX

Generation Alpha will be the largest generation in history. See how brands can prepare their customer experience teams to serve these influential consumers.

Article

10 Gen Z insights to improve your CX

Article

Five questions with Gen Z expert Jason Dorsey

Omnichannel Customer Journey

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Article

Transforming CX delivery in a cost-conscious world

Explore new CX outsourcing opportunities in this article by Jim Mitchell, vice president of customer experience and digital innovation at TELUS Digital.

Article

Four reasons why right channeling should be part of your omnichannel strategy

Article

Healthcare

The omnichannel advantage: A path to healthier patient experiences

Outsourcing Locations

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Article

Why South Africa is ideal for CX outsourcing

Global brands considering customer experience (CX) outsourcing locations have their eyes on South Africa. Learn why.

Brochure

TELUS Digital's global expansion to Africa

Video

siteTour

Virtual site tour: Europe

Outsourcing Partnerships

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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

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

Research & Reports

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

Scaling & Growth

See all

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

Guide

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.

Questions for now investment in CX image

Podcast

36 minsOctober 29, 2024

How can leaders win and optimize investment in CX?

Podcast

27 minsOctober 10, 2023

How can start-ups achieve the same world-class customer experience as a Fortune 500 company?

Support Channels

See all

Article

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Insights Overview

Categories

Industries

Resource Types

Glossary

Customer Experience

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

Transforming CX delivery in a cost-conscious world

Are you leaving revenue on the table in customer experience?

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

AI-Powered CX

How TELUS reimagined reactive customer onboarding as proactive care with ElevenLabs and TELUS Digital

20% more cross-sells in 90 days: The power of forward-deployed engineers in contact centers

Institutional knowledge is the missing layer in most contact center AI data strategies

B2B Sales

Customer activation 90-day checklist

Is sales misalignment costing you customers?

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

CCaaS

TELUS Digital and Genesys: CCaaS Partnership

TELUS Digital and Zendesk: CCaaS Partnership

How do you move from chaos to clarity with CX AI? (feat. Zendesk)

Conversational AI & Voice Tech

The future of AI interfaces: Research and roadmap to 2030

Infographic: How consumers use voice technology

ChatGPT Advanced Voice Mode: The future of AI-powered conversations is here

Customer Journey

Realizing the potential of AI-driven personalization

Is automation the key to more human, personalized experiences?

How can brands design and deliver seamless customer experiences?

CX Best Practices

Fintech contact centers need a strategic play, not another tool

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

What five questions should CX leaders ask to improve customer outcomes in 2026?

CX Analytics & Metrics

How predictive analytics powers proactive interventions before customers churn

Reducing cost per contact (CPC) with AI

Next-generation KPIs: Redefining customer experience measurement

CX Trends

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

26 digital customer experience stats to know for 2026

Execs In The Know: 2025 CX Leaders Trends & Insights

Generational Support

Generation Alpha and the future of CX

10 Gen Z insights to improve your CX

Five questions with Gen Z expert Jason Dorsey

Omnichannel Customer Journey

Transforming CX delivery in a cost-conscious world

Four reasons why right channeling should be part of your omnichannel strategy

The omnichannel advantage: A path to healthier patient experiences

Outsourcing Locations

Why South Africa is ideal for CX outsourcing

TELUS Digital's global expansion to Africa

Virtual site tour: Europe

Outsourcing Partnerships

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

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

Scaling & Growth

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

How can leaders win and optimize investment in CX?

How can start-ups achieve the same world-class customer experience as a Fortune 500 company?

Support Channels

How AI-powered speech enhancement is transforming global contact centers

Proactive live chat: What it is and how to get it right

Live chat support best practices

Be the first to know