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Maturity Assessment Financial Crime and Compliance Asset

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Financial crime and compliance maturity assessment

Next-generation KPIs: Redefining customer experience measurement - Hero

Customer experience (CX) is evolving — and your measurement strategy should too. Discover how next-generation KPIs can offer deeper insight into CX performance, from customer effort and journey satisfaction to agent engagement and digital maturity.

Next-generation KPIs: Redefining customer experience measurement

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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Reduction in Average Handle Time within 3 months

Reduction in Customer First Response Time

Elevating the customer experience for a leading cryptocurrency platform

For enterprises operating online platforms that serve young users, the risk landscape is shifting fast. Age verification regulations are tightening across borders, AI is reshaping the threat picture and the defenses platforms have long relied on are being tested in new ways. Watch this panel discussion to hear industry experts unpack what teams should be weighing as they adapt their approach.

AI, identity and child safety: The new frontier of platform trust - Hero

AI, identity and child safety: The new frontier of platform trust

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GenAI safety (GAS) model benchmark

Is your AI secure or do you just hope it is?

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.

CX Efficiency How to Balance AI, Cost, and Human Talent (trailer)

CX Efficiency How to Balance AI, Cost, and Human Talent (Full webinar)

Efficient CX delivery: A tech-driven approach

As the telecom industry faces mounting costs and shifting customer expectations, AI can turn challenges into opportunities. Learn more about the use cases.

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How telecom brands can seize industry opportunities with AI

Join us for an enlightening discussion with two pioneers in the field of AI: Tommy Guy, principal applied researcher at Microsoft Copilot Studio and Steve Nemzer, senior director of AI growth and innovation at TELUS Digital.

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Overcoming the challenges of AI agent creation, training and evaluation

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

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Transforming CX delivery in a cost-conscious world

If you’re still looking at your contact center through the lens of a cost-center model, I have tough news. Your strategy is already a legacy artifact.

For years, the contact-center-as-a-service (CCaaS) promise was simple: Automate to save. Customer experience (CX) leaders chased deflection as if it were the only metric that mattered.

But as we move deeper into the era of AI, we’re seeing the fallout of that narrow vision. Customers are stuck in circular chatbot loops, and human agents are drowning in the Alt-Tab dance between disjointed systems.

Efficiency is no longer the ceiling, it’s the floor. The brands winning the moments that matter right now are those treating their CCaaS ecosystem as a growth engine — a place where data, agentic AI and human empathy collide to drive actual revenue.

Here’s how you pivot your CCaaS strategy from a maintenance mindset to a growth-first vision.

1. Let go of legacy thinking: Focus on growth over savings

Most CX leaders look at their CCaaS strategy and ask, “How much money can this save me?” That’s the wrong question. The real question now is, “How can this interaction drive the next sale?”

We need to stop viewing the contact center as a place for fixing problems and start viewing it as a massive repository of customer intelligence. When you use AI to analyze every interaction in real-time, you aren’t just closing tickets. You’re identifying churn signals and expansion opportunities that your marketing team hasn't even seen yet.

In the following clip, I break down why the cost-center model is dead and how to use your customer data to fuel growth.

According to a 2026 Gartner survey, 91% of customer service leaders are under pressure to implement AI, but the goal is shifting away from back-office efficiency toward improving customer satisfaction and first-contact resolution (FCR).

Of those CX leaders who implement AI-driven CCaaS strategy, the real winners won't just pocket savings — they’ll reinvest them into total experience (TX) strategies that link customer and employee satisfaction.

2. Relieve agent burnout by automating after-call work (ACW)

We talk a lot about the customer experience, but we often ignore the cognitive tax agents pay. Contact center burnout isn’t just about high call volumes. It’s about the mental load of navigating five different windows while trying to sound human.

This reality underscores why CX Today concludes “agent well-being has become a CX performance issue, not an HR one.”

To maximize your CCaaS ROI while saving agents’ sanity, start by automating the boring stuff. AI note-taking and automated after-call work (ACW) are the lowest-hanging fruits with the highest impact. When the AI handles the documentation, the agent can actually listen to the customer.

The brands implementing this approach are already reaping the benefits. Case in point: TELUS, parent company of TELUS Digital, reduced ACW by 23% through AI-powered contact center transformation.

Watch this video to see how AI note-taking tools kill the Alt-Tab dance and let agents breathe.

When you reduce agents’ cognitive load, you don't just get faster calls — you get better outcomes. A burnt-out agent cannot deliver a premium experience.

3. Put up empathy guardrails: Know where automation begins and ends

This is where the modern CCaaS strategy gets nuanced. We shouldn’t automate everything just because we can. A successful CCaaS strategy requires applying Humanity-in-the-Loop principles.

Think of it as a strategy of empathy guardrails. You need to be creative about where AI begins and ends. For a simple password reset or an order status update? Let a bot handle it. But for a customer who is calling about an urgent medical case or a high-value retention conversation? That requires a human soul.

Learn how to break down high-value versus low-value interactions in the next video. The goal isn’t 100% automation, it’s 100% appropriate routing.

The strategy is simple: Use AI to handle the mundane tasks so your humans are freed up for the moments that matter. If your bot is trying to handle a sensitive escalation, you aren't being efficient — you’re being reckless with your brand. 

4. Replace talking with doing: Deploy large action models (LAMs)

The biggest shift we’re seeing right now is the move from AI that just chats to agentic systems that can plan and execute. For the last two years, we’ve been obsessed with large language models (LLMs) that can talk. That’s great, but talking alone doesn’t resolve a customer’s issue.

Live from Genesys Inspire, I dive into LAMs and explain why doing is the new talking in the world of CX. 

LAMs power agentic AI agents that don’t just explain a policy, they execute it. These agents can:

Autonomously identify goals from a conversation

Create a plan to resolve the customer’s issues

Execute the plan and follow up, no human required

That means navigating digital interfaces and triggering workflows across your backend systems autonomously. If a customer needs to reschedule a complex multi-leg shipment, a LAM doesn't just tell them how — it goes into the system and does it.

5. Upskill your frontline with AI personas

Finally, you have to modernize your training. You can’t put human agents in 2026 through a 2015 training program and expect them to thrive.

AI lets us build a safe space for failure. By using tools like the Fuel iX™ Agent Trainer, you can create AI personas that simulate difficult, angry or complex customer scenarios. This AI-powered sandbox allows new hires to practice de-escalation and learn next-best action (NBA) strategies with immediate feedback before they ever take a live call.

See how AI simulations train agents up to 50% faster while improving retention. 

The takeaway: Accelerating proficiency doesn’t just make agents more competent, it also makes them stick around longer.

Moving from a legacy mindset to an agentic, growth-first model doesn't happen overnight. It requires a roadmap that balances technical capability with human ethics.

The effortless experience we’ve all been chasing is finally within reach, but it requires us to stop obsessing over cost-savings and start obsessing over agent empowerment and autonomous execution.

At TELUS Digital, we aren't just service providers. We’re advisors for the future of tech in the contact center. We spend our days thinking about what happens when the next big thing becomes the current standard.

Is your CCaaS strategy ready for the agentic era? Let’s build your 2026 roadmap together. Reach out to get started.

Unlock growth with a modern CCaaS strategy. Learn five steps to move from efficiency to customer-centric innovation in your contact center.

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The modern CCaaS strategy: Five steps for turning efficiency into growth

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

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

Online research is a cornerstone of the modern travel experience. From TikTok reels to Google Reviews, you would be hard-pressed to find a customer who hasn't combed the internet for inspiration before booking a flight or making a hotel reservation.

According to Expedia's report, The Path To Purchase, travelers view 141 pages of travel content in the 45 days prior to booking a trip on average. The same report also revealed that "page views span content across various website categories, with online travel agencies accounting for nearly half of these page views (67 pages), followed by airline websites (33 pages), hotel websites (16 pages) and meta travel websites (16 pages)."

With travelers spending an extensive amount of time both creating and consuming online content, it is more important than ever for travel and hospitality brands to ensure their customers are receiving accurate information. A robust content moderation strategy is key to establishing trust with guests well before arrival — and maintaining it long past departure.

The growth of user-generated travel content

If you traveled to Rome and didn't post an Instagram picture of a coin being tossed into the Trevi Fountain, did it even really happen? Travelers today are producing online user-generated content (UGC) at exuberant rates, and with this behavior has come the steady decline of published travel guides in favor of travel hashtags.

This new avenue to connect directly with consumers is an exciting business opportunity, providing brands with authentic fresh content that can be used in marketing, personalized customer service and enhanced user interfaces. In fact, travel marketing company Phocuswright conducted a survey of more than 1,000 travelers and found that 72% of travelers are more likely to book a hotel after seeing UGC, while 63% of travelers say they've booked a hotel based on a photo they saw on social media.

On the flip side, however, a survey by TELUS Digital found that more than 40% of respondents said they would disengage from a brand's community after as little as one exposure to fake UGC, while 45% said they would lose all trust in a brand.

The stakes are high when it comes to user-generated content. Fortunately, with the right content moderation processes in place, you'll be able to protect your brand and enhance the overall customer experience

Four ways content moderation can improve the user experience for travel and hospitality guests

In crafting a comprehensive content moderation strategy, certain focal points emerge as crucial considerations. The following are four critical opportunities for travel brands to integrate content moderation into their operations.

Travelers rely heavily on reviews to make informed decisions about their trips and accommodations. According to a survey by TripAdvisor, "Traveler reviews remain a go-to source of information, with 72% of respondents always or frequently reading reviews before making a decision on places to stay and eat, or things to do. The figure is even higher when it comes to accommodation bookings, with four out of five participating travelers (81%) always or frequently reading reviews before booking a place to stay."

Verified and legitimate reviews help maintain a positive image, while fraudulent or biased reviews can tarnish a brand's reputation. For travelers, it can often be hard to tell the difference between a legitimate review and a fake one. Having a robust content moderation strategy in place to identify and combat fake reviews ensures travelers receive accurate information, enables them to plan their trips with confidence and preserves the integrity of the review system.

While the digital transformation of the travel and hospitality industry created new and convenient ways for brands to do business with consumers, it also created new opportunities for bad actors to exploit these channels for their gain. According to Autohost, an online booking verification provider, globally, the hospitality industry generates an estimated $3 trillion of revenue per year. And according to the Association of Certified Fraud Examiners, between 5-6% of this annual revenue is lost to fraud. That amounts to $150 billion in direct loss of revenue.

But monetary losses aren't the only risks associated with fraudulent activity in the travel and hospitality sector. A travel brand's reputation hinges on the trust and credibility it establishes with travelers and guests. If fraudulent activities are allowed to proliferate unchecked, it erodes trust and damages the brand's reputation as customers become wary of engaging with a potentially untrustworthy entity. Fake listings for accommodations, tours and travel packages, phishing scams and too-good-to-be-true discounts are all examples of fraudulent activities that could tarnish a brand's reputation. Having the right technology, along with a team of expert moderators, can help assess content for inconsistencies, duplicate information or suspicious details, reducing the chance that travelers will fall victim to fraudulent offers.

Validating that a profile of a user set up online is authentic is vital to creating vibrant digital communities. Fraudsters may create fake online profiles to write misleading reviews, share inappropriate content or in an attempt to scam other users.

It is up to brands to take profile moderation seriously. Verification processes using artificial intelligence-enabled technology can be implemented to ensure the identity of users posting listings or advertisements. For example, checks can be completed to verify that user information matches official records by requesting that new users submit copies of government identification and an additional photo when creating a profile to reduce the risk of impersonation.

Online travel forums and marketplaces have become a popular location for travelers to share their reviews, recommendations, travel stories and more. While these communities provide great outlets for travelers to come together to engage with fellow members who have similar travel preferences and experiences, it is essential that the UGC posted in these forums adheres to the community guidelines set. Inappropriate images or language can quickly turn a constructive and helpful conversation into a toxic environment, negatively impacting user experiences.

Strategies for content moderation in travel and hospitality

Between review sites, social media communities, online forums, blog posts and videos, there's a significant amount of UGC to sort through. Fortunately, brands are able to turn to technology, like artificial intelligence (AI), to support at scale.

Technology can be leveraged for content moderation in various ways, including, but not limited to:

Automated filtering: Algorithms are used to detect and flag potentially spammy or inappropriate content in real-time, helping brands quickly identify and address problematic content before it becomes visible to users.

Real-time alerts: To enable brands to take immediate action against concerning UGC, real-time alerts can be set up to notify moderators.

Keyword detection: Specific keywords or phrases that might be indicative of inappropriate content are identified and used to flag potential issues for human review.

Sentiment analysis: Tools can be leveraged to assess the emotional tone of UGC. This helps identify positive and negative sentiments, enabling brands to respond appropriately to customer feedback.

User-behavior analysis: User behavior patterns can be analyzed to identify suspicious or fraudulent activity. Unusual posting frequency, duplicate content or rapid changes in profile details can be indicators of potentially harmful behavior.

Content queues: Technology can be utilized to organize and prioritize content for human moderation, streamlining the workflow for moderators and ensuring that potentially problematic content is addressed promptly.

While technology plays an important role in content moderation, it's not enough by itself. A robust content moderation strategy should implement a human-in-the-loop approach where technology is combined with human judgment.

Brands operating in the travel and hospitality marketplace face unique challenges compared to brands that may not be catering to such a global audience. Not only do travel brands need to have a geographic strategy for their content moderation operations, but they need to have the ability to moderate UGC in multiple languages and have the capabilities to keep social and cultural nuances in mind when doing so. For example, a phrase shared online might be innocuous in one country, but mean something entirely different in another. Human moderators have an unparalleled ability to identify content violations in the context of culture, current events and brand regulations and they outperform AI in identifying the emotion and intent behind digital content.

Crafting an effective content moderation strategy that tackles the aforementioned challenges can indeed be a complex endeavor for brands. However, leveraging the expertise of a qualified trust and safety partner that understands the intricacies of content moderation, has a global presence and a team of tenured, multilingual content moderators can empower brands to start their content moderation journey off on the right foot. Contact our experts to discuss how we can help your brand's content moderation operations take off.

Uncover how travel and hospitality brands can combat fake reviews, scams and more with a robust content moderation strategy.

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Four ways content moderation can build trust for travel and hospitality brands

TDX PeterRyan Report

Explore trust and safety trends for 2025 from a survey of 819 enterprise leaders. Gain insights on fraud detection, KYC, content moderation and ID verification.

Safety in numbers: Trust and safety trends, 2025

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

On this episode, we explore strategies that transform customer experience into a revenue engine — and how to communicate CX wins with language that resonates with C-suite executives.

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Are you leaving revenue on the table in customer experience?

Get safety benchmarks across 34 leading AI models, live purple teaming tactics and governance frameworks your team can act on — straight from the CISOs, researchers and trust & safety leaders doing it in production.

Uncharted Blog #1

Uncharted: Nine expert sessions on AI safety & security

See how TELUS Digital helped a global tech company in the travel and hospitality space protect its platform and its users from fraud.

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