Customer Experience

Podcast

33 minsSeptember 26, 2024

How can you maintain customer affinity while rebranding?

On this episode, we explore the connection between brand and customer experience — and how to maintain positive customer sentiment while undergoing a rebrand.

Everest Group Peak Matrix for CXM Americas 2024 - Card Image

Research & Reports

Outsourcing Partnerships

Everest Group Customer Experience Management Services PEAK Matrix® Assessment 2024 — Americas

Everest Group evaluated and compared 43 providers for its 2024 PEAK Matrix® Assessment for Customer Experience Management (CXM) Services in the Americas. Rankings were based on market impact, vision and capabilities.

Research & Reports

CCaaS

The CCaaS breakthrough: Redefining customer interactions with AI

Explore the transformative potential of Contact Center-as-a-Service (CCaaS) solutions and learn how to navigate the evolving landscape of AI-driven customer interactions with this executive brief from Frost & Sullivan.

Article

AI-Powered CX

The ultimate guide to contact center AI

Discover how contact center AI can elevate your CX operations. Explore benefits, challenges, best practices and more.

Case Study

Outsourcing Partnerships

Bringing efficiency to a leading food delivery platform's overwhelmed contact center

See the results our global, disruptive client achieved after they transitioned to Contact Center Outsourcing Solutions from TELUS Digital.

How can you act as a customer experience change agent in your organization?

Podcast

30 minsJuly 30, 2024

How can you act as a customer experience change agent in your organization?

On this episode, we explore customer-focused leadership — and the steps CX leaders can take to cultivate and champion a customer-centric culture in their organizations.

Article

CX Best Practices

How to win customer loyalty with empathy in your customer experience

By showing that you understand your customers, you create the right circumstances to win customer loyalty. Learn how to embed empathy into your CX.

Questions for now seamless experiences image

Podcast

31 minsJune 27, 2024

How can brands design and deliver seamless customer experiences?

On this episode, we discuss the importance of reducing customer effort — and the steps brands can take to design and deliver seamless customer experiences.

Article

AI-Powered CX

Overcoming GenAI implementation challenges in CX

Explore GenAI implementation challenges and see how working with an outsourcing partner can help ensure successful AI integration in your CX operations.

Article

CX Analytics & Metrics

To align with customer expectations, deliver data-driven CX

Customer experience in the digital age is defined and driven by data. Read about gathering customer data and putting it to use in this bylined article by Kory Laszewski, vice president of global sales at TELUS Digital.

Questions for now customer advocates image

Podcast

43 minsMay 29, 2024

How can brands deliver experiences that create loyal customer advocates?

On this episode, we discuss a longstanding focus for customer experience leaders — loyalty — and the role of CX delivery in creating customer advocates and word of mouth.