On this episode, we discuss customer experience trends – and how these trends are impacting CX leaders’ priorities in 2024. Drawing on decades of experience and conversations with CX executives at some of the world’s top brands, our expert guests speak to the challenges and opportunities in leveraging customer data, the impact of AI on customer interactions, what brands are looking for from outsourcing partners and much more. Listen for the compelling insights of Annette Franz, founder and...

On this episode, we explore the relationship between employees and technology — and how brands can harness employee-facing technology to improve their customer experience. Tools like agent-assist bots and internal collaboration platforms can enable team members to work effectively and efficiently — in turn, increasing employee engagement and customer satisfaction.    Our expert guests share how — and why — technology centered around formulas like the service-profit chain, and TELUS...

On this episode, we explore whether voice-first experiences will be as ubiquitous as the internet and smartphones — and how brands can prepare for a voice-first future. Voice technology offers distinct advantages over other forms of inputs, allowing for lower effort customer interactions, increased efficiency and improved accessibility. With recent advancements in generative AI, voice-first experiences – the combined process of voice recognition and natural language processing – have the...

On this episode, we look back at our first season of Questions for now — and highlight six customer experience (CX) resolutions to consider as your brand rings in the new year. We’ve asked a number of big questions this past season, covering topics like automation, changing customer preferences, algospeak and more. Join us as we recap some of the actionable insights shared by CX thought leaders.

On this episode, we ask big questions to debunk prominent myths and misconceptions surrounding automation in customer experience (CX). Listen for the compelling insights of Nigel Devaraj, senior product manager, hyper automation at TELUS International, and Chandrakant Binwani, former director, intelligent automation solutions at Automation Anywhere.

On this episode, we discuss how start-ups can deliver exceptional customer experience (CX) with limited resources — and how businesses of all sizes can use these tactics to thrive in a competitive environment. Listen for the actionable insights of Alroy Almeida, director of deep tech at Velocity, one of Canada's leading start-up incubators, and Brian Hannon, global head of customer experience innovation at TELUS International.

On this episode, we discuss the connection between cybersecurity and digital customer experience — and how rethinking data security can help maintain customer trust. Listen for the compelling insights of Dr. Dave Chatterjee, associate professor, management information systems at the University of Georgia and Steve Jablonski, vice president of information security at TELUS International.

On this episode, we discuss talent recruitment in a competitive job market — and the ways brands can innovate to stand out. Listen for the compelling perspectives of Tricia Williams, director, research, evaluation and knowledge mobilization at Future Skills Centre, and Pamela Rodas, senior director, global talent acquisition at TELUS International.

On this episode, we discuss how customer expectations change in difficult economic climates — and the ways brands can adapt. Listen for insights from Charles Lindsey, associate professor of marketing at University at Buffalo School of Management, and Pete Tapley, former vice president of customer experience innovation at TELUS International.

On this episode, we discuss algospeak — online language meant to evade algorithmic detection — and how you can keep up. Listen for the compelling perspectives of Dr. Jamie Cohen, assistant professor at Queens College, City University of New York, and Siobhan Hanna, former vice president and managing director of AI Data Solutions at TELUS International.

Who, what, when, where, why and how. Introducing Questions for now, a podcast from TELUS International sharing compelling perspectives on the digital customer experience (CX).

Customer experience analyst and best-selling author, Matt Dixon, sits down with TELUS International Studios to share insights from his new book, "The JOLT Effect: How high performers overcome customer indecision." Matt takes us through the bane of every salesperson's existence: a long customer courtship that ends with an "I’ll think about it."

We're joined by a returning guest: Professor Ryan Hamilton of Emory University and the co-author and co-host of The Intuitive Customer, a book and podcast series by the same name. Ryan joined us back in June 2020, where we first discussed the impact of COVID-19 on consumers and brands around the world. We caught up with Ryan to see what's changed since then.

Seth Earley, consultant and award-winning author of The AI Powered Enterprise, joins us to discuss setting the groundwork for AI implementation.

On this episode of TELUS International Studios, we're joined by Lukas Enzersdorfer-Konrad, chief product officer at Bitpanda. The company is an all-in-one digital platform used for investing in stocks, exchange traded funds (ETFs), metals, cryptocurrencies and crypto indices.

On this episode of TELUS International Studios, we're joined by Ante Spittler, co-founder and CEO of Moss. Tune in to hear the origin story of Moss and how it was born from a passion to resolve common pain points in the customer experience. Ante also shares insight in how fintech is evolving, key driving factors and the impact of regulations on the industry.

TELUS International Studios invites industry thought leaders and decision makers from the world's most disruptive brands for in-depth conversations on the latest in digital customer experience and technology. First time listening? Welcome! Here's where to start. For insights on leveraging CX as a brand differentiator and best practices for instilling company culture and values throughout the experience, check out these episodes: Patagonia: How Patagonia's employee engagement leads to great...

On this episode of TELUS International Studios, we're joined by Sidney Madison Prescott, global head of intelligent automation at Spotify. Sidney shares her take on the future of artificial intelligence, robotic process automation and machine learning as well as some of the best practices used at Spotify to drive efficiencies.

On this episode of TELUS International Studios, we're joined by Gideon Pridor, chief marketing officer at Workvivo, a comprehensive digital employee engagement platform that has the feel of a social networking site. TELUS International uses Workvivo internally to keep our team members connected. In fact, there are nearly 50,000 active users on the platform daily. Tune in to hear about Workvivo, their mission, and how TELUS International has used the tool to keep its global workforce engaged,...

On this episode of TELUS International Studios, we're joined by Dottie Schindlinger, executive director of the Diligent Institute and co-host of the Corporate Director Podcast for Diligent Corporation. Diligent helps companies manage their governance, risk and compliance requirements, and the Diligent Institute serves as the research arm of the organization. Diligent not only enables company leaders to streamline the day-to-day running of governance operations, but also to turn governance...

On this episode of TELUS International Studios, we're joined by Christopher Bray, Chief Revenue Officer at Aura, a digital security start-up that recently achieved unicorn status and caught the attention of high profile investors like Jeffery Katzenberg and Sujay Jaswa. Aura has been making waves recently for its pledge to back customers who suffer losses related to identity theft and fraud with up to one million dollars in coverage. Christopher shares his thoughts on how this offer, as well...

It's difficult to imagine what modern life would be like without the cellphone. We're constantly using our phones to make everyday life more convenient and enjoyable, from listening to our favorite podcasts, connecting with loved ones, shopping online, ordering takeout, monitoring our health and much more. On this episode of TELUS International Studios, we're joined by Marty Cooper, the inventor of the first ever mobile phone, and author of Cutting the Cord: The Cell Phone Has Transformed...

On this episode of TELUS International Studios, we're joined by Sinead Bovell, the founder of WAYE, a community where young entrepreneurs learn about business, technology, ethics and the future.

On this episode of TELUS International Studios, Mike Jones, senior director of customer care at The Home Depot, explains how an inverted pyramid management style, along with a set of timeless core values, are fundamental to The Home Depot's CX strategy. This approach proved especially valuable over the last 18 months, when the company experienced explosive growth. You won't want to miss Mike's advice for other CX leads navigating busy periods, including how to use data to do better business,...