CX Strategy & Transformation
Transform your customer relationships by identifying and acting on high-impact opportunities with TELUS Digital’s SMART CX framework. We help you enhance the entire customer, agent and operations experience, from improved interactions and increased engagement to roadmaps aligned with business goals.
Improve customer satisfaction and brand loyalty
Deliver standout experiences that set your brand apart. Our approach to CX strategy and transformation increases customer satisfaction and retention, improves efficiency and builds long-term loyalty.
Plan and execute your CX transformation roadmap
Align contact center operations with a clear customer experience strategy. Lower costs, boost productivity and find high-impact use cases, like self-service, to free agents for higher-value tasks.
Drive sustained strategic growth
Turn your contact center into a growth engine. With our roots in telecom and AI, we’ll help you align technology, people, processes and business goals to create sustainable, revenue-generating impact.
Create unmatched customer experiences with SMART CX
With our SMART CX framework — Strategy, Modern Channels, Agent Enablement, Revenue Growth and Tech Foundations — you’ll generate insights for creating consistent brand experiences that connect each touchpoint in the customer journey. Loyalty and lifetime value increase as cost to serve goes down.
Strategy and value capture
Maximize value creation and capture sustainable competitive advantages. You’ll connect CX strategy to business goals and revenue outcomes by tying operational insights to the metrics that matter most.
Modern channels
Reach and serve customers at their preferred touchpoints by unifying digital and traditional channels. Build for the future by bridging contact center intelligence with your product backlog.
Agent enablement
Boost agent performance and operational efficiency with real-time customer insights and streamlined workflows. AI-enhanced training, tools and a singular customer view help agents resolve issues fast.
Revenue growth
Build and present clear, ROI-backed business cases to support investment in digital tools, CX initiatives and operational improvements, enhancing all pillars of the SMART CX framework.
Tech and data foundations
Accelerate your CX maturity. Put robust future-ready infrastructure and data management systems in place that enable scalable, data-driven decision-making across your entire enterprise operations.
End-to-end CX strategy engagements
We’re a complete CX transformation partner for Fortune 1000 brands, from creating frontend digital experiences to streamlining backend operations. Our approach helps you reimagine the customer experience by resolving longstanding pain points and architecting smart systems that win customer loyalty.
Customer Service Transformation
Turn your customer service into a strategic differentiator. We analyze customer interactions for data to inform your product roadmaps, helping you capitalize on insights for enhancing customer experience, reducing costs and improving service delivery at scale.
Customer Journey Mapping & CX Strategy Development
Map every touchpoint in the customer journey to find moments of friction and opportunities to win loyalty. We help you rapidly turn insights into action with a CX strategy built to meet customer needs in the most critical moments, so you deliver the right experience at the right time and place.
Digital Transformation & Omnichannel Experience
Create seamless, consistent CX for all forms of customer engagement — your app, website, text, social media or other channel. Integrating digital technologies and unifying communication channels centralizes command over the customer journey, ensuring consistency and personalization at scale.
Digital Maturity Benchmarking & Roadmapping
Using our CX maturity model, you’ll get a clear understanding of your current digital capabilities and gaps. From there, we help use that knowledge to build a practical roadmap, complete with target metrics and analytics support to measure system improvement.
Tech & AI Opportunity Prioritization
Know where AI could deliver the most ROI to your CX, from sentiment analysis to cost optimization. You’ll gain a clear understanding of how to prioritize AI and technology initiatives for enhancing digital experiences, optimizing operations and driving overall business growth.
Explore our success stories
Streamlining operations and advancing the digital transformation journey of a leading financial services brand
Uncover how we helped our client optimize its operations, enhance its CX and begin its digital transformation journey.
25%reduction of average handle time
49%call deflection rate
Maximizing profitability in telecom: leveraging customer insight for digital transformation excellence
Discover how TELUS Digital’s business process consulting experts helped a leading telecommunications company drive improvements in its customer service delivery and efficiency.
Streamlining operations and advancing the digital transformation journey of a leading financial services brand
Uncover how we helped our client optimize its operations, enhance its CX and begin its digital transformation journey.
25%reduction of average handle time
49%call deflection rate
Maximizing profitability in telecom: leveraging customer insight for digital transformation excellence
Discover how TELUS Digital’s business process consulting experts helped a leading telecommunications company drive improvements in its customer service delivery and efficiency.
Our partners
TELUS Digital did a fantastic job to create relationships and build a collaborative foundation with our operational team. The methods and techniques utilized to uncover opportunities in a creative environment were over the top and the outcomes and findings show it. We are modernizing our call center one step at a time!Large, U.S.-based financial services corporationInsights
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Unleash your CX potential
Contact our team of strategists to see how we can help you deliver better business outcomes today.
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