Article

Customer Experience

Transforming CX delivery in a cost-conscious world

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

  1. Outsourcing Partnerships

    Why limiting CX outsourcing to service delivery leaves revenue on the table, featuring IDC research

    Are your CX outsourcing partnerships generating as much revenue as they could? New IDC research reveals the gap — we break down what to do about it.

  2. CX TrendsCommunications & Media

    Enterprise AI for telecommunications: How to turn investments into business value in 2026

    Turn AI investments into measurable value for telecom. Delve into intelligent infrastructure, sustainable innovation and AI automation strategies.

  3. AI-Powered CX

    Mastering conversation design in the age of AI-powered CX

    Master conversation design with examples, best practices and insights on building intuitive, effective AI-powered customer experiences.

  4. CX Best PracticesBanking, Financial Services & Insurance

    Fintech contact centers need a strategic play, not another tool

    Most fintech contact centers don't need more tools — they need orchestration. Learn which strategic play fits your business.

  5. AI-Powered CX

    Amplifying human talent in contact centers: How TELUS Digital scales AI adoption in CX

    Discover how TELUS Digital’s three-phase playbook empowers more than 83,000 agents with human-led AI to scale CX transformation.

  6. AI-Powered CX

    AI Quotient (AIQ) in contact centers: What it is and how to raise it

    Learn what AI Quotient (AIQ) is, why it determines AI ROI in contact centers, and how to build high-AIQ teams that maximize your CX AI investments.

  7. AI-Powered CX

    100% call and chat coverage: How AI-powered quality insights transform agent coaching and contact center operations

    Learn how AI-powered quality insights transform contact center operations by providing targeted, unbiased agent coaching and automating compliance.

  8. CX Trends

    26 digital customer experience stats to know for 2026

    Explore this list of key digital customer experience statistics to see how they can help shape your 2026 business strategies.

  9. CX Analytics & Metrics

    How predictive analytics powers proactive interventions before customers churn

    Discover how predictive analytics prevents customer churn before issues arise. Learn strategies to implement proactive CX interventions that drive retention.

  10. AI-Powered CX

    Why consumers prefer AI assistants to apps, and how brands should respond

    Discover why consumers are choosing AI assistants over traditional apps and how brands can adapt to this shift in digital experience.

  11. CX Best Practices

    The strategic value of embedding empathy in the world of AI-driven CX

    Learn how leading brands are leveraging technology not just to increase efficiency, but to create more opportunities for meaningful human connections.

  12. Outsourcing Partnerships

    Celebrating 20 years of innovation: TELUS Digital’s brand evolution

    Explore how TELUS Digital’s new visual identity establishes our distinct leadership position in the global digital solutions market.

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