Questions for now - Compelling perspectives on digital CX TELUS International

On this episode, we discuss customer experience trends – and how these trends are impacting CX leaders’ priorities in 2024.
Drawing on decades of experience and conversations with CX executives at some of the world’s top brands, our expert guests speak to the challenges and opportunities in leveraging customer data, the impact of AI on customer interactions, what brands are looking for from outsourcing partners and much more.
Listen for the compelling insights of Annette Franz, founder and CEO of CX Journey Inc., and Kory Laszewski, vice president of global sales at TELUS International.
Want to dive deeper on the latest trends in CX? Download a copy of 2024 CX Leaders & Trends Insights by Execs In The Know, in partnership with TELUS International.  
Additional resources:
Everest Group survey results: Enterprise readiness for generative AI adoption in customer experience management 
Visit our website to learn more about TELUS International.

On this episode, we explore the relationship between employees and technology — and how brands can harness employee-facing technology to improve their customer experience.
Tools like agent-assist bots and internal collaboration platforms can enable team members to work effectively and efficiently — in turn, increasing employee engagement and customer satisfaction.   
Our expert guests share how — and why — technology centered around formulas like the service-profit chain, and TELUS International’s Culture Value Chain, can help brands and their employees keep customers happy while strengthening financial performance.
Listen for the compelling perspectives of Hugo Sampaio, vice president of information technology services at TELUS International, and Thomas Hollmann, clinical associate professor, department of marketing and executive director, Center for Services Leadership at Arizona State University.
Visit our website to learn more about TELUS International.

On this episode, we explore whether voice-first experiences will be as ubiquitous as the internet and smartphones — and how brands can prepare for a voice-first future.
Voice technology offers distinct advantages over other forms of inputs, allowing for lower effort customer interactions, increased efficiency and improved accessibility.
With recent advancements in generative AI, voice-first experiences – the combined process of voice recognition and natural language processing – have the potential to completely transform how we interact with our devices in our everyday lives, leveraging multimodal environments to create the ultimate interface.
Listen for the compelling insights of Tobias Dengel, president of WillowTree, a TELUS International Company, and Bret Kinsella, founder, CEO, and research director of Voicebot.ai.
Tobias’s book, The Sound of the Future: The Coming Age of Voice Technology, is available for purchase in hardcopy, digital and audiobook formats.
Visit our website to learn more about TELUS International.

On this episode, we look back at our first season of Questions for now — and highlight six customer experience (CX) resolutions to consider as your brand rings in the new year.

We’ve asked a number of big questions this past season, covering topics like automation, changing customer preferences, algospeak and more. Join us as we recap some of the actionable insights shared by CX thought leaders.

On this episode, we ask big questions to debunk prominent myths and misconceptions surrounding automation in customer experience (CX). Listen for the compelling insights of Nigel Devaraj, senior product manager, hyper automation at TELUS International, and Chandrakant Binwani, former director, intelligent automation solutions at Automation Anywhere.

On this episode, we discuss how start-ups can deliver exceptional customer experience (CX) with limited resources — and how businesses of all sizes can use these tactics to thrive in a competitive environment. Listen for the actionable insights of Alroy Almeida, director of deep tech at Velocity, one of Canada's leading start-up incubators, and Brian Hannon, global head of customer experience innovation at TELUS International.