TELUS Digital Reigns as CXM Leader for Six Straight Years

TELUS Digital Achieves Leadership in Customer Experience Management

TELUS International, which is set to rebrand as TELUS Digital Experience, has made headlines by being named a Leader in the Everest Group Customer Experience Management (CXM) Services PEAK Matrix Assessment for the sixth consecutive year. This recognition reflects the company's unwavering commitment to delivering exceptional digital customer experiences.

Impressive Portfolio of Services

The company has established itself as a prominent player among a cohort of 43 assessed service providers. TELUS Digital offers a diverse and comprehensive portfolio of digital customer experience services. These include omnichannel support, cutting-edge technologies powered by artificial intelligence, automation solutions like chatbots, and innovative generative AI (GenAI) tools.

GenAI Solutions

Among its standout offerings are Fuel iX, an enterprise-grade GenAI engine that allows users to switch seamlessly between large language models (LLMs) and clouds, along with the GenAI Jumpstart Accelerator. This program empowers clients to transition from conceptualizing ideas to deploying a working GenAI-powered virtual assistant prototype in just eight weeks.

Expert Insights on TELUS Digital's Innovations

Sharang Sharma, a Vice President at Everest Group, praised TELUS Digital for its robust suite of solutions that spans the entire customer lifecycle. The integration of advanced analytics, automation, and self-service options like asynchronous messaging drives notable digital transformations in customer experience management.

Sharma highlighted that TELUS Digital’s strategies, such as a focus on innovation and education, bolstered by partnerships and the establishment of Centers of Excellence, play a significant role in their success. Such endeavors have solidified the company’s leading position in the CXM landscape.

Feedback from Buyers and Industry Leaders

The Everest Group's assessment included interviews with buyers who lauded TELUS Digital’s culture, skilled talent pool, and innovation. Many pointed out the rapid implementation rates, ease of doing business, and strong performance management as pivotal strengths. These opinions reinforce the value that TELUS Digital brings to its clients.

A Testament to Dedication and Growth

Jason Macdonnell, President of TELUS Digital Customer Experience, expressed gratitude for the continuous recognition. He noted that this achievement stems from the relentless passion of their team members dedicated to tackling clients' complex challenges.

The company’s ongoing investments in talent acquisition and retention, alongside enhancements in digital CX capabilities through innovation and strategic partnerships, have been essential. By seamlessly blending cutting-edge technology with human insight, TELUS Digital fosters superior customer experiences that create real value.

Continued Commitment to Digital Transformation

The rigorous evaluation conducted by Everest Group looked at various facets, including market impact and capabilities, ranking 43 CXM service providers based on their offerings. TELUS Digital was praised for its commitment to evolving in tandem with market demands.

To discover more about TELUS Digital and its leading digital customer experience solutions, visit their website or follow them for the latest updates!

About TELUS International

TELUS International focuses on designing and delivering state-of-the-art digital solutions that elevate customer experiences for global brands. Their services guide clients through comprehensive digital transformation journeys, empowering them to achieve remarkable business outcomes.

The company’s expertise spans digital strategy, consulting, design, and advanced data solutions. TELUS International caters to various industries, including tech, financial services, healthcare, and more, showcasing its versatility and extensive market reach.

Moreover, TELUS International champions a culture that promotes diversity and inclusivity, ensuring equal opportunities for its team members while actively contributing to community betterment through charitable initiatives.

Frequently Asked Questions

What is the significance of TELUS Digital's recognition?

TELUS Digital's recognition as a Leader in CXM Services underscores its commitment to exceptional customer experience and innovative digital solutions.

How does TELUS Digital enhance customer experiences?

Through a blend of advanced technologies, including AI and automation, TELUS Digital provides seamless omnichannel support and tailored solutions for clients.

What are some key technologies used by TELUS Digital?

TELUS Digital utilizes Generative AI tools, chatbots, and analytics platforms to drive digital transformation and enhance customer engagement.

What industries does TELUS International serve?

TELUS International serves a wide range of industries, including technology, finance, healthcare, and eCommerce, offering solutions tailored to each sector's unique needs.

How does TELUS International contribute to the community?

The company actively engages in philanthropic initiatives and has positively impacted over 1.2 million lives through charitable events and funding to grassroots organizations.

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