Technology Partners

Our Team

Our Awards

Social Impact

Newsroom

Locations

Careers

About Us

Contact

Do Not Sell my Personal Information

Cookie Preferences

Culture Value Chain

Humanity-in-the-Loop

Industries

Insights

Investor Relations

TELUS International (Cda) Inc. and its subsidiaries use TELUS Digital for branding purposes.

Privacy Shield Framework

Privacy Policy

Modern Slavery Act Transparency Statement

Solutions

Subscribe to Newsletter

Website User Terms

WillowTree, a TELUS Digital Company

Icon facebook

Icon youtube

Icon linkedin

Technology

Financial Services & Fintech

Automotive

Healthcare

Communications & Media

Games

Retail & Ecommerce

Travel & Hospitality

infobrief

Guide

Resource Type Article

Article

case-studies thumb

Case Study

Preventing fraud for a global tech company in the travel and hospitality space image with fern in background

TI resource case 900x510

Video

whitepapers thumb

Research & Reports

brochures thumb

Brochure

Podcast Type Image

Podcast

Is your MarTech stack strategy holding you back? Learn five signs it's time to evolve your marketing technology and drive transformative business results.

image-42d777a0-3650-4ae5-8d3d-591bc61cb047

Evolving your MarTech stack strategy: Five signs you need to pivot

Do you know how to provide great customer experiences to the ‘everything customer’? Find out how to satisfy the next generation of consumers.

Everything Customer CX

Designing customer experience for the everything customer

Next-generation KPIs: Redefining customer experience measurement - Hero

Customer experience (CX) is evolving — and your measurement strategy should too. Discover how next-generation KPIs can offer deeper insight into CX performance, from customer effort and journey satisfaction to agent engagement and digital maturity.

Next-generation KPIs: Redefining customer experience measurement

Reach more customers by transforming your digital accessibility approach from compliance to strategic advantage with proven tools and testing techniques.

image-b1e97cf4-37e7-431c-b237-2c99dd028d6a

Beyond compliance: Building better digital accessibility to reach more customers

Preview image of the 2025 CX Leaders Trends & Insights report by Execs In The Know, sponsored by TELUS Digital, on a laptop with accompanying leaves

2025 CX Leaders Trends And Insights Resource Image

Access the latest survey results and stay on top of CX developments in 2025 with this new report by Execs In The Know, sponsored by TELUS Digital.

Image from within the 2025 CX Leaders Trends & Insights report from Execs In The Know, depicting three people in business attire having a conversation in an office setting

execs in the know 2025

Execs In The Know: 2025 CX Leaders Trends & Insights

Discover how TELUS Digital transformed customer support for a leading cryptocurrency platform, scaling the program within weeks while achieving high customer satisfaction scores.

Individual reviewing a financial platform on their mobile phone, laptop and monitor. 

crypto-case-study-HERO

Reduction in Average Handle Time within 3 months

Reduction in Customer First Response Time

Elevating the customer experience for a leading cryptocurrency platform

Join our industry pros and AI experts as they use TELUS Digital's Use Case Workshop framework to tackle patient and provider pain points in hospital visits.

2 Weeks to Better Ep. 201

AI Use Case Workshop: A Patient’s Journey | 2 Weeks to Better

Senior Director, Product Management

Team alignment

Challenges identified

High-ROI opportunities

Outcomes of TELUS Digital Agentic AI Use Case Workshops

Go behind the scenes to watch our team of financial services and AI experts as they identify opportunities where data and agentic AI solutions can personalize the credit card activation/onboarding experience and reduce friction in fraud detection.

Personalizing the credit card activation/onboarding experience and reducing friction in fraud detection via data-driven AI solutions.

Financial services use case workshop

Accelerate your data and AI transformation

Financial services | AI Use Case Workshops | 2 Weeks to Better

Financial services | Agentic AI Use Case Workshop | 2 Weeks to Better | Ep. 301

Doubling asset growth and saving $1M/yr with redesigned enrollment

Discover how Ascensus leveraged TELUS Digital's web and user experience expertise to build their first large-scale web platform for managing retirement savings.

Ascensus retirement planning screenshot on laptop computer

Ascensus Case Study - SEO

Creating seamless onboarding to expand retirement plan access

Discover the importance of data neutrality in today’s AI ecosystem, and why partnering with an ethical, trust worthy and impartial data provider has never been more important.

data-neutrality-hero

Why data neutrality is more critical than ever

Join industry experts from TELUS Digital and Everest Group as they explore how leading technologies, such as generative AI, automation, analytics and more, are delivering value for organizations without compromising service quality.

Efficient CX delivery: A tech-driven approach SEO Image

Efficient CX delivery: A tech-driven approach

As the telecom industry faces mounting costs and shifting customer expectations, AI can turn challenges into opportunities. Learn more about the use cases.

Photo of two people in a restaurant interacting with their phones and smiling, meant to symbolize generative AI applications in the telecom industry

generative ai telecom

How telecom brands can seize industry opportunities with AI

Jim Mitchell

This article was originally published on ExecsInTheKnow.com as part of our Outsourcing Briefing series.

Right now, economic pressures are pushing customer experience (CX) leaders and their outsourcing providers to get creative in finding solutions that heighten efficiency without lowering service quality. Once again we’re reminded that necessity is the mother of all invention.

In my role as vice president of customer experience and digital innovation at TELUS Digital, I’ve been having conversations with CX leaders that follow a similar pattern. They’re grappling with rising customer expectations for efficient service, increasing operational costs and shifting talent requirements for agents due to improvements in self-service solutions. Ultimately, these leaders are looking for value and are adamant that the choices they make are going to need to stand up to significant scrutiny.

It’s my estimation that, due to a combination of factors, the business process outsourcing (BPO) industry is on the precipice of a considerable evolution. In fact, if you just look at the projected growth of the BPO market, it’s expected to scale to $525.23 billion by 2030, growing at a CAGR of 9.8% from 2025 to 2030 according to Grand View Research. Beyond the scale, this is a time of great change and possibility. A host of agent-facing technologies are augmenting the abilities of contact center professionals, opening up new compelling outsourcing opportunities around the globe. Where once a brand might have only considered delivering support from onshore sites, they’re now looking offshore. Where once a brand might have limited their scope to a few countries, they’re beginning to recognize a world of opportunities.

The leaders I’ve been speaking with are interested in exploring new payment models. They’re looking to performance-based pricing models, which create shared accountability and strengthen partnerships between brands and their BPO providers. These new pricing models, coupled with new technology, are reshaping CX delivery in a cost-conscious world.

Why outsourcing models are being reimagined

While cost pressures are driving many conversations right now, what’s fascinating is the ways in which these forces are pushing the industry to evolve beyond simple cost-cutting. What I’m seeing instead is a push toward balanced value creation, where organizations are finding ways to optimize costs while building strategic partnerships that drive innovation and enhance customer lifetime value.

This evolution is particularly evident in how contact centers are being leveraged. As industry expert Adrian Swinscoe recently noted on an episode of the TELUS Digital podcast, Questions for now, “The contact center is this gold mine of real-time data, which many brands are not really leveraging to its full extent.” Forward-thinking organizations are now treating their contact centers as strategic assets, increasingly working with their CX partners to derive insights and ultimately improve products, enhance service delivery and drive customer loyalty.

This shift towards strategic partnerships is reshaping how brands approach outsourcing altogether. We’re witnessing a growing number of countries emerge as viable outsourcing locations, which is enabling brands to dilute risk across numerous regions and sites, offer support across time zones and leverage specialized expertise. By thoughtfully matching customer needs with these varied talent pools, brands can optimize their CX delivery. For example, this could mean routing complex technical issues to specialized teams, ensuring language-specific support is available or tapping into local cultural knowledge for more nuanced customer interactions. The result is a more flexible, resilient and capable global CX operation that can adapt to changing customer demands while managing costs effectively.  TELUS Digital has more than 30 countries of operation, setting us up to match the right capabilities with each brand’s unique needs, whether that’s multilingual support, follow-the-sun coverage or specific domain knowledge.

The result is a more sophisticated approach to outsourcing that goes beyond simple labor arbitrage. It’s about leaning on a partner to find the right balance between cost efficiency and value creation, recognizing that the cheapest option isn’t always the most cost-effective in the long run.

The proliferation of AI in the contact center is erasing traditional limitations and creating opportunities for exceptional service delivery from anywhere in the world. According to HubSpot, 78% of customer service professionals report that AI and automation allow them to concentrate on the most important aspects of their roles. Think of what that could do to reduce stress for agents and minimize attrition, which as all CX leaders know, is a significant cost in the industry. In a separate study from Microsoft about enterprise use of AI in general, it was found that for every $1 invested in AI, companies are seeing a $3.50 return — often in just 14 months.

At the heart of this transformation are AI-powered knowledge bases and systems that put the collective wisdom of an entire organization at every agent’s fingertips. I once had a really eye-opening experience at a logistics company’s in-house contact center. In the middle of a side-by-side, an agent pulled open a desk drawer and referred to a printed FAQ document. I knew that wasn’t permitted, and when I asked him about it after the call, he explained that their knowledge base was so vast that it was impossible to find what you were looking for. He said, “We just have learned to adapt so we can take care of the customer experience.”

We helped this client out by deploying speech analytics to identify the most frequent reasons for support calls, narrowed it down to about 50 knowledge base articles, which comprised about 90% of the call volume. Next, we summarized those articles, worked on a knowledge base chatbot fueled by AI, and almost immediately we saw a dramatic change. The solution reduced average handle time by 38 seconds while increasing CSAT by nine points, but most importantly, it boosted agent confidence and satisfaction — particularly among new hires — leading to lower attrition rates.

Beyond knowledge management, we’re seeing remarkable advances in other areas that are transforming global CX delivery. Real-time coaching and performance analytics provide instant feedback, helping teams continuously improve their skills. Collaborative platforms narrow the distance between contact center locations, enabling the delivery of consistent customer experiences. Through AI-driven routing and task allocation, savvy leaders are matching customer needs with the right expertise, improving first-contact resolution rates.

Similarly, speech enhancement technology increases call clarity for phone support. Background noise, poor connections and other technical barriers can create friction in support interactions. The technology works by processing audio inputs in real time, filtering out background noise, enhancing voice clarity and optimizing sound quality — much like how noise-canceling headphones improve listening experiences. With this technology, brands can ensure clear conversations between customers and agents, preserving the authentic voice and personality of agents while optimizing for mutual understanding.

Outcome-based pricing aligns incentives between partners

To navigate cost pressures, the leaders I'm speaking with are increasingly looking beyond traditional pricing models, and instead want to explore a dynamic where compensation is tied directly to results. This outcome-based approach creates natural alignment between brands and their outsourcing partners, as both parties are invested in achieving the same goals. It’s a model that gives brands confidence to expand their geographic horizons, knowing their partners are equally invested in delivering excellence through clearly defined, measurable outcomes. It bears repeating that this type of pricing strategy, in conjunction with speech enhancement and language translation technology for non-voice support, is having a marked influence on how leaders are looking at CX delivery right now. Those who would never even have considered looking to leverage support from beyond their shores are now moving on international opportunities.

The beauty of outcome-based pricing is its flexibility. For sales-focused programs, we might tie compensation to conversion rates or revenue generated. In customer care scenarios, we could look at metrics like customer satisfaction scores or first-call resolution rates. Some brands might prioritize efficiency metrics like reduced handle times, while others focus on customer loyalty indicators. On the other hand, forward thinking leaders and boundary pushing companies may go even further, tying compensation directly to specific outcomes achieved, such as total monthly paid/active subscribers or completed transactions, moving completely away from measured KPI reliant pricing models. The key is choosing outcomes that genuinely reflect the value being created and working with a partner who is able to deliver.

Clear agreements, with well-defined metrics and measurement methodologies, are essential. Both parties need a shared understanding of what success looks like and how it will be measured. This includes establishing baseline performance levels, defining measurement periods and agreeing on how external factors might impact outcomes.

When done right, this model transforms the brand-provider relationship from a transactional one to a true strategic partnership. It encourages innovation, as providers are incentivized to find new ways to improve performance. What’s more, it fosters a long-term perspective, as both parties focus on sustained success rather than short-term gains.

Adapt proactively to changes in the CX landscape

The customer experience outsourcing landscape is in a state of flux, driven by technological innovation and evolving partnership models. AI-powered tools are enabling contact center teams to deliver exceptional service from anywhere in the world, while outcome-based pricing models are creating stronger alignment between brands and their CX partners.

What excites me most about this evolution is how it’s changing the conversation. Where once the focus might have been solely on cost reduction, today we’re talking about value creation. We’re discussing how to leverage global expertise, enhance service quality and drive innovation — all while maintaining cost efficiency. The most successful brands will be those that embrace and adapt to these changes, working with partners who can help them navigate this new landscape.

If you’re ready to explore how these approaches could benefit your CX operations, connect with our team of experts.

Explore new CX outsourcing opportunities in this article by Jim Mitchell, vice president of customer experience and digital innovation at TELUS Digital.

Arial view of the earth taken from space. 

transforming-cx-delivery-hero

Transform your customer experience

Transforming CX delivery in a cost-conscious world

Explore our predictions for the top mobile app development trends of 2025 to revolutionize your roadmap and stay ahead of the competition.

image-e8eacc95-ffc4-4d3f-a6d3-0ab247e41ff3

The future of mobile apps: Four trends shaping digital experiences in 2025

Discover how TELUS Digital developed AI-enabled tools for providers, patients, and caregivers to help reduce hospital readmissions.

Agentic AI accelerator in action cover

Agentic AI Accelerator in action: Taking AI in healthcare from workshop to reality

Prioritizing accessibility isn't only the right thing to do; it's also the smart thing to do. See why investing in accessible CX makes business sense.

Illustration of electronic tablet displaying various accessibility settings

accessible cx

Why accessible CX should be a priority for brands in 2023

Mockup of the "Safety in numbers" report on a tablet, with a plant in the background

Asset Image 2025 Safety in numbers

Explore trust and safety trends for 2025 from a survey of 819 enterprise leaders. Gain insights on fraud detection, KYC, content moderation and ID verification.

Safety in numbers: Trust and safety trends, 2025

On this episode, we discuss the connection between cybersecurity and digital customer experience — and how rethinking data security can help maintain customer trust.

Episode cover image for Questions for now, a TELUS Digital podcast, featuring an illustrated character holding a phone and giving a verified business profile a five-star review.

Questions for now data security image

How can brands rethink data security to maintain customer trust?

Join Steve Nemzer, director of AI growth and innovation for TELUS Digital, as he unveils the transformative world of agentic artificial intelligence (AI). Learn what makes AI “agentic”, various use cases and implementation best practices to benefit your organization.

Screen shot of Steve Nemzer, director of AI growth and innovation for TELUS Digital.

agentic-ai-webinar-hero

 Are you ready for the era of agentic AI?

Quickly pinpoint high-impact use cases to automate complex workflows and reduce operational costs.

Agentic AI workshop

What is an AI Use Case Workshop? | 2 Weeks to Better

Avoid failed digital product launches with our 2025 GTM playbook, full of insights on audience mapping, brand positioning, and data-driven strategies.

GTM playbook

Perfecting digital go-to-market strategy: A playbook for maximizing audience impact and ROI

Follow these seven UX/UI best practices to design a conversational AI assistant that delivers excellent customer service and engaging brand experiences. 

image-15c6e3bb-cc2c-42e5-a583-6a17d8bc1e87

Seven UX/UI rules for designing a conversational AI assistant

Assessing data readiness for AI involves 1) defining a vision, 2) prioritizing use cases, 3) doing an initial assessment and 4) diving into critical gaps.

image-16e38a79-7542-4431-ac28-11b5c494fad4

How to assess data readiness for AI in four steps: A guide for executives

See how an enduring partnership with TELUS Digital enables the delivery of innovative customer support solutions.

Group of people collaborating around a table, meant to symbolize strong partnership

cx at scale

Annual cost savings via reduced attrition

Deliver secure CX at scale

Check out our solutions

Helping a global media and technology company deliver secure, efficient customer experience at scale

On this episode, we explore strategies that transform customer experience into a revenue engine — and how to communicate CX wins with language that resonates with C-suite executives.

Episode cover image for Questions for now, a TELUS Digital podcast, featuring an illustrated character typing on a laptop with another character holding a tablet and pointing to a pie chart.

Questions for now revenue in customer experience image

Are you leaving revenue on the table in customer experience?

Patient well-being has always been the primary focus of the healthcare industry. 

However, a number of challenges have prevented the optimization of the overall patient experience. Fragmented engagement across touchpoints has created information gaps; inefficient communication between various stakeholders leads to delays in care and miscommunication; data silos stand in the way of delivering highly personalized support; and the slow transition to providing patients with self-service options has put extra pressure on healthcare staff that are grappling with an ever-increasing workload. In fact, 62% of nearly 2,000 customers surveyed in the U.S. by The Harris Poll reported that the healthcare system feels like it's designed to be confusing.

Health leaders are recognizing that the existing model of care is unsustainable and in need of a transformation. A recent survey conducted by Harvard Business Review Analytic Services revealed that 57% of 115 healthcare industry executives consider improving customer experience (CX) their top business priority for the year ahead — surpassing all other priorities, including increased efficiency and higher revenues.

The COVID-19 pandemic catalized a wave of innovation within the healthcare sector, compelling organizations to break free from traditional constraints and embrace virtual care, e-triage and telemedicine. As consumers become more accustomed to interacting with brands in the digital realm, the healthcare industry finds itself at a pivotal crossroads.

Leaders have the opportunity to further enhance patient engagement and improve overall healthcare experiences with omnichannel CX — the use of connected channels to communicate with patients and  provide them with coordinated, seamless care services. Not only does this directly address the aforementioned challenges, it also unlocks an array of possibilities for those willing to adapt to the changing healthcare landscape.

In the world of healthcare, communication is paramount, and the method by which it occurs can greatly impact patient experiences. To understand the true value of transitioning to omnichannel CX, it's essential to differentiate it from the more traditional multichannel approach.

Multichannel vs. omnichannel: What sets them apart?

Multichannel communication, as its name implies, uses multiple communication channels — such as phone, email, chat and social media — to engage with users throughout their customer journey. Each channel operates independently, offering its own distinct advantages. However, the drawback of multichannel interactions is their lack of interconnectedness. Patients using multiple channels often find themselves restarting their journey at each new touchpoint, which can lead to frustration and hinder satisfaction.

On the other hand, omnichannel interaction is a more sophisticated and patient-centric approach. It also leverages multiple communication channels, but the key distinction is that all of these channels work in harmony. They seamlessly exchange information about the patient, allowing for a truly cohesive experience. With omnichannel CX, a patient can initiate an interaction via email and effortlessly switch to online chat with a healthcare representative, with no loss of context. All information from each interaction is stored and shared across the various platforms, ensuring a holistic understanding of the patient's needs and history.

The transformative benefits of omnichannel CX

With the adoption of an omnichannel patient experience comes a number of key benefits for healthcare brands, such as:

Enhanced patient engagement: Omnichannel CX enables healthcare brands to create a unified, consistent and highly personalized patient experience across all interactions. This approach leads to improved patient engagement, as patients can interact with their healthcare provider through the channels they prefer with minimal effort.

Efficient communication: Omnichannel strategies streamline communication among healthcare providers, patients and other stakeholders, reducing miscommunications and enhancing the overall coordination of care.

Improved data management: The integration of data from various sources and systems is a powerful aspect of omnichannel CX. Comprehensive patient information allows healthcare brands to gain a complete view of patient data, enabling more informed decision-making, enhanced treatment plans and a higher level of personalized care.

Empowered patients: Granting patients easy access to their health records, test results, appointment scheduling and educational resources through the channels of their choice fosters better patient-provider relationships and promotes proactive health management.

Increased operational efficiency: Omnichannel solutions can streamline administrative processes, such as appointment scheduling and billing. Moreover, improved communication can help decrease patient no-show rates.

Gain a competitive advantage: By differentiating themselves from traditional providers and meeting the evolving expectations of patients, healthcare providers with an omnichannel strategy position themselves as leaders in delivering patient-centric care.

How to prepare for an omnichannel transition

Transitioning from multichannel to omnichannel CX is a multifaceted journey that demands planning, technological considerations, cultural adaptation and cross-organizational collaboration. Consider the following key steps as part of the initial planning process:

Step 1: Consider partnering with an experienced omnichannel provider

The process of getting started with an omnichannel transition can feel daunting. Collaborating with a digital customer experience partner that has a proven track record in implementing omnichannel solutions can be invaluable. Such partners possess deep insights into best practices, industry trends and emerging technologies relevant to omnichannel engagement. Leveraging their expertise and specialized knowledge ensures that your omnichannel transition starts off on the right foot and is well-informed and optimized.

Conduct a thorough assessment of your existing patient engagement processes, technology infrastructure and data management systems. This is the stage where you should clearly define your objectives for the transition, such as enhancing patient engagement, improving communication and increasing operational efficiency. These objectives will serve as your guiding principles throughout the process.

As with any notable change in an organization, obtaining buy-in from executive leadership is paramount. Top-down support is critical for securing the necessary resources, aligning the transition with organizational strategy, promoting collaboration, overcoming resistance and managing risks. It also signifies the long-term commitment required for the initiative. Ultimately, gaining executive support sets the tone for the entire organization and increases the likelihood of achieving desired outcomes.

Insights Overview

Categories

Industries

Resource Types

Glossary

UX Design

Creating seamless onboarding to expand retirement plan access

How Ermi renewed its brand to reach more patients and physicians

Be the first to know