Customer Experience

Report

Everest Group CXM Services PEAK Matrix® — Americas 2026

Everest Group assessed 48 providers for its 2026 PEAK Matrix® Assessment for CXM Services in the Americas. Positionings were based on their market impact and vision and capabilities. See why analysts and buyers have named TELUS Digital a ‘Leader’ for the eighth consecutive year.

Questions for now: AI-powered customer and revenue engagement

Podcast

25 minsAugust 31, 2026

How can agentic AI drive customer and revenue engagement? (feat. Salesforce)

On this episode, we explore how agentic AI is turning the contact center into a growth engine — and how to make that shift without losing customer trust.

Article

AI-Powered CX

Concierge service is a holdout in CX AI, and that's the opportunity

Discover why concierge customer experience delivery relies on human agents, and how AI agent assist can help you scale it without losing the human touch.

Champion-Challenger Model Evaluate CX AI Partners

Article

CX Best Practices

The champion-challenger model in the contact center: How to evaluate before you commit

Learn how the champion-challenger model lets you test a new contact center partner or AI tool against what you already have, before you commit.

Questions for now contact center institutional knowledge image

Podcast

15 minsJuly 30, 2026

Why doesn't your contact center AI know what your best agents know?

On this episode, we ask why what top contact center agents know often never reaches contact center AI systems — and what it takes to build a feedback loop that actually captures it.

Contact center AI transformation: The case for an architecture audit and a lighthouse build

Article

AI-Powered CX

Contact center AI transformation: The case for an architecture audit and a lighthouse build

Contact center AI often falters when it scales too fast. Learn how a CX architecture audit and lighthouse build create the focused foundation for enterprise transformation.

Article

AI-Powered CX

Three things CX leaders should do right now for AI transformation

Move your AI transformation forward: adopt AI in stages, optimize your data for AI and rebuild your contact center tech stack.

How to Choose a Contact Center AI Partner

Article

AI-Powered CX

How to choose a contact center AI partner to improve agent performance and delivery

Learn how to choose a contact center AI partner with this CX leader's guide to improving agent performance. Discover how human-in-the-loop AI supports agent coaching, agent-assist and quality monitoring.

Questions for now - You deployed AI in your contact center. Now what?

Podcast

24 minsJune 24, 2026

You deployed AI in your contact center. Now what? (feat. Ryan Strategic Advisory)

On this episode, we look at where enterprise CX AI actually stands in 2026 — and why deployment and performance are not the same thing.

TELUS ElevenLabs conversational ai customer onboarding preview

Case Study

AI-Powered CX 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

AI-Powered CX

20% more cross-sells in 90 days: The power of forward-deployed engineering (FDE) in contact centers

Engineers build tools, hand them off and move on. Here’s why contact center AI adoption fails at the frontline — and how embedded engineering fixes it.

The Institutional Knowledge Your Contact Center AI Is Missing

Article

AI-Powered CX

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

Most contact center AI underperforms because of data, not technology. Learn how structured transcript annotation and institutional knowledge build a contact center AI data strategy that improves agent performance.

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Customer Experience

Everest Group CXM Services PEAK Matrix® — Americas 2026

How can agentic AI drive customer and revenue engagement? (feat. Salesforce)

Concierge service is a holdout in CX AI, and that's the opportunity

The champion-challenger model in the contact center: How to evaluate before you commit

Why doesn't your contact center AI know what your best agents know?

Contact center AI transformation: The case for an architecture audit and a lighthouse build

Three things CX leaders should do right now for AI transformation

How to choose a contact center AI partner to improve agent performance and delivery

You deployed AI in your contact center. Now what? (feat. Ryan Strategic Advisory)

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 engineering (FDE) in contact centers

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

Be the first to know