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NEAT evaluation for TELUS Digital: CX Services in High Tech & Automotive
Access the findings of the NelsonHall NEAT vendor evaluation for CX Services in High Tech & Automotive in the CX Improvement Capability market segment.
TELUS Digital has been named a ‘Leader’ for Customer Experience (CX) Improvement Capability in the NelsonHall NEAT Vendor Evaluation for CX Services in High Tech & Automotive.
This is the analyst firm’s highest designated ranking, reflecting TELUS Digital’s ability to leverage data-driven insights to tailor digital-first CX strategies, develop and deploy generative AI and automation solutions, and provide human-powered data annotation services. Together with the company’s global delivery model and strong partner ecosystem, these capabilities enhance all points along the customer journey to deliver immediate benefits while anticipating future needs.
The NelsonHall NEAT Assessment highlighted TELUS Digital’s:
Use of advanced GenAI and automation- Expertise in data training and annotation
- Ability to tailor digital CX transformation strategies and solutions
- Global delivery model and strong partner ecosystem
“...By combining advanced AI solutions, including its flagship generative AI platform, Fuel iX, with their ‘Humanity-in-the-loop’ principles, TELUS Digital ensures that both technology and human expertise are seamlessly integrated to deliver advanced CX..."
Ivan Kotzev, CX Services Lead Analyst, NelsonHallDriving quality and innovation in the automotive sector
Automotive companies continue to evolve from solely selling vehicles to offering add-on features, including subscriptions for advanced driver assistance systems and connected apps. This generates the need for CX support to address the associated customer inquiries. According to NelsonHall, the CX services market in high tech, manufacturing, and automotive is worth ~$19 billion in 2024, and will reach ~$23 billion by 2028 with customer care services accounting for ~41% of the market.
In addition to its CX leadership in the automotive sector, TELUS Digital also provides end-to-end data collection and annotation services for AI applications that improve vehicle safety. With 19 years’ experience delivering more than two billion data annotations annually, and expertise solving more than 100 complex industry use cases for the world’s top-tier automotive brands, the company provides high quality datasets for:
- Advanced Driver Assistance Systems (ADAS) to help drivers park, maintain safe distances and avoid collisions through the use of sensors, cameras, lidars and radar to monitor surroundings.
- Field Operational Testing (FOT) to evaluate AI and ADAS by assessing their effectiveness, safety, and user experience in real-world conditions, ensuring that these technologies perform well in everyday environments.
- Driver and Occupant Monitoring Systems (DMS/OMS) to monitor and collect data from a vehicle’s interior, and its driver and passengers, as well as collect in-cabin audio data from car assistant interactions.
“The differentiated range of services and solutions we provide, spanning both customer experience and data collection and annotation, uniquely position us to meet the ever-evolving and growing needs of the AI-fueled automotive industry,” said Siddharth Mall, Vice President, Product, TELUS Digital. “Our focus is on delivering digital-first, human-centered CX and AI-driven, human-powered data annotation services. This approach upholds the highest quality, safety and security standards at all data touchpoints while ensuring regulatory compliance. This in turn enables automobile manufacturers to focus on building smarter and safer driving systems that foster customer loyalty and accelerate their time-to-market in a cost-effective manner.”
A strong foundation powering excellence
TELUS Digital’s capabilities are supported by Ground Truth Studio, its proprietary AI data platform and global AI Community of more than one million contributors to create diverse, high-quality datasets at scale, across all data types; and Fuel iXi, the company’s proprietary GenAI engine. The company also prioritizes data privacy and security with full compliance to global standards, including GenAI Privacy by Design, ISO 31700-1, SOC 2 and TISAX certification.
Acess the report to learn more about how TELUS Digital’s end-to-end data solutions and industry experts are driving the next generation of vehicles and customer experiences.
