Questions for now - Compelling perspectives on digital CX

TELUS Digital

Listen to Questions for now to hear big thinkers discuss today’s big questions in digital CX. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of compelling perspectives and actionable insights.

  1. Why should CX leaders care about data neutrality?

    6 DAYS AGO

    Why should CX leaders care about data neutrality?

    On this episode, we explore data neutrality — and why ensuring unbiased, reliable data is fundamental to delivering AI-powered customer experiences.  AI is everywhere in today’s customer experiences, from chatbots handling order inquiries to copilots that help agents provide better support. However, the quality of these experiences depends entirely on the quality of the data powering them. When data is biased or compromised, it can lead to unfair treatment, poor personalization and inconsistent results across customer segments — ultimately damaging the brand trust and loyalty CX leaders work so hard to build. With 87% of U.S. consumers demanding transparency in how brands source data for AI models, and growing regulatory pressure around data governance, understanding data neutrality has become a business imperative. Our expert guests break down this complex topic in practical terms, sharing strategies for evaluating data sources, implementing proper auditing practices and choosing between custom and off-the-shelf datasets to support your CX goals. Listen for the compelling insights of Amith Nair, global vice president and general manager of Data & AI Solutions at TELUS Digital, and  Professor Renato Vicente,  associate professor of applied mathematics at the University of São Paulo and director of the TELUS Digital Research Hub. Show notes: Read more about the TELUS Digital survey on AI data transparency. Visit our website to learn more about TELUS Digital.

    30 min
  2. Presenting: AI Unraveled — The Future of AI Safety Testing

    3 SEPT · BONUS

    Presenting: AI Unraveled — The Future of AI Safety Testing

    We’re bringing you a recent release of AI Unraveled, a podcast exploring groundbreaking research, innovative applications and emerging technologies that are pushing the boundaries of AI. On the episode “The Future of AI Safety Testing,” Bret Kinsella, GM of Fuel iX™ at TELUS Digital, shared his expertise on game-changing approaches to AI safety testing and the critical importance of proactive security measures in enterprise AI deployment. In conversation with host Etienne Noumen, Bret discusses the limitations of traditional red teaming methods for large language models, introduces the breakthrough technique that enables AI systems to test themselves and explores how enterprises in regulated industries can balance innovation with responsible AI governance. Visit our website to learn more about TELUS Digital.

    40 min
  3. Are you leaving revenue on the table in customer experience?

    27 AUG

    Are you leaving revenue on the table in customer experience?

    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. As customer expectations increase and budgets tighten, organizations are looking for ways to quantify the value of their CX initiatives. Our expert guests share proven methods for connecting CX initiatives directly to revenue growth, backed by real-world success stories and actionable insights. Listen for the compelling insights of Cami Ferreira, global business strategist and CX speaker, and Richard Bledsoe, vice president of customer experience innovation at TELUS Digital. Visit our website to learn more about TELUS Digital.

    25 min
  4. Presenting: What The Fraud? — The business of trust

    7 AUG · BONUS

    Presenting: What The Fraud? — The business of trust

    We’re bringing you a recent release of What The Fraud?, a podcast from our partners at Sumsub, a global leader in identity verification, compliance and fraud prevention. On the episode, "The Business of Trust: Making Security Your Competitive Edge," Carolyn Fox, director of trust and safety at TELUS Digital, shared her perspective on how robust security measures can become a strategic advantage in today's digital landscape. In conversation with Sumsub’s head of partnerships, Thomas Taraniuk, Carolyn discusses balancing security with user experience, AI's evolving role in fraud prevention and the importance of human oversight in security systems.

    42 min
  5. How can you alleviate cost pressures in customer experience? (feat. Adrian Swinscoe & Jelena Bajic)

    28 JUL

    How can you alleviate cost pressures in customer experience? (feat. Adrian Swinscoe & Jelena Bajic)

    On this episode, we explore how to alleviate cost pressures in customer experience — and unlock the potential for CX to drive business growth. CX leaders face several competing pressures: budget constraints, the need to demonstrate ROI and rising customer expectations. Our expert guests provide practical, actionable insights on creating value-driven customer experiences that reduce costs, improve service quality and connect to measurable business outcomes. Listen for the compelling perspectives of Adrian Swinscoe, author of Punk CX and Punk XL, customer experience advisor and workshop facilitator, and Jelena Bajic, global vice president, customer experience operations and transformation at TELUS Digital. Show notesTune in to Adrian's show, Punk CX, for more conversations about customer experience.

    32 min
  6. How can brands scale their digital customer success programs efficiently? (feat. Samantha David of monday.com)

    23 JUN

    How can brands scale their digital customer success programs efficiently? (feat. Samantha David of monday.com)

    On this episode, we explore how B2B SaaS platform monday.com has scaled its digital customer success programs to support rapid growth — and how these programs are optimized to meet each customer at their specific point along the customer journey. As businesses expand, there are more customers to support and the same amount of time in each day. That means customer success teams face the challenge of ensuring clients derive maximum value from products or services at scale. This growth can make providing consistent one-to-one support, particularly to smaller customers, increasingly difficult. To strategically support its expanding customer base, monday.com introduced office hours — scheduled sessions where small groups of customers receive live training from a customer success manager (CSM), followed by dedicated time for questions and answers. Listen for the informative insights of Samantha David, digital customer success program manager at monday.com, as she shares valuable insights on how office hours complement monday.com’s traditional customer success approaches. Learn how monday.com leverages customer segmentation and data-driven insights to deliver tailored support at scale, and discover best practices for CSMs looking to implement similar digital content strategies in their own organizations. Visit our website to learn more about TELUS Digital.

    30 min
  7. What trends are shaping trust and safety programs in 2025? (feat. Peter Ryan and Ljubiša Velikić)

    29 MAY

    What trends are shaping trust and safety programs in 2025? (feat. Peter Ryan and Ljubiša Velikić)

    On this episode, we discuss trust and safety trends — including emerging challenges and opportunities — and how the evolution of technology is shaping CX leaders' priorities in 2025. Fraudulent activity, cyber attacks, data breaches and harmful user-generated content are on the rise. To combat these threats, robust trust and safety programs have become more important than ever. Our expert guests share how organizations are adapting their approaches despite resource constraints and explain why proactive trust and safety programs are crucial in delivering exceptional customer experiences. Listen for the compelling insights of Peter Ryan, president and principal analyst at Ryan Strategic Advisory, and Ljubiša Velikić, vice president, trust and safety at TELUS Digital. Show notesWant to learn more about the latest trends in trust and safety programs? Download a copy of TELUS Digital's report, Safety in numbers: Trust and safety trends, 2025.

    32 min
  8. How can crypto and fintech brands prevent fraud and maintain customer trust? (feat. Amanda Wick)

    29 APR

    How can crypto and fintech brands prevent fraud and maintain customer trust? (feat. Amanda Wick)

    On this episode, we explore the threat landscape in crypto and fintech — and how companies can go beyond maintaining customer trust to turn confidence into a competitive advantage.  With the advent of fintech and crypto platforms, financial services have become more accessible, efficient and transparent for customers. However, the combination of social engineering tactics, deep fakes and AI tools has led to an increase in fraud, scams and other threats. In a world where trust in institutions is declining —  the 2025 Edelman Trust Barometer found Americans' institutional trust fell from 52% to 47% over the past decade — crypto and fintech brands must be diligent in earning and maintaining customer trust. Success takes careful consideration and a comprehensive trust and safety strategy.   Listen for the compelling perspectives of Amanda Wick, author, former U.S. federal prosecutor specializing in financial crime, founder and CEO of the Association for Women in Cryptocurrency and principal at Incite Consulting, as she shares practical strategies for protecting your customers in an increasingly complex digital financial ecosystem. Amanda’s book, The Catalysts: The Accelerating Forces Forging the New World Financial Order, is available for pre-order wherever books are sold. Visit our website to learn more about TELUS Digital.

    34 min
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Listen to Questions for now to hear big thinkers discuss today’s big questions in digital CX. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of compelling perspectives and actionable insights.

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