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

    2 NGÀY TRƯỚC

    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 phút
  2. Presenting: What The Fraud? — The business of trust

    7 THG 8 · NỘI DUNG TẶNG THÊM

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

    28 THG 7

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

    23 THG 6

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

    29 THG 5

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

    29 THG 4

    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 phút
  7. Is automation the key to more human, personalized experiences? (feat. Bal Mahal and David Wachs)

    20 THG 3

    Is automation the key to more human, personalized experiences? (feat. Bal Mahal and David Wachs)

    On this episode, we explore practical strategies for maintaining authentic customer connections and how, paradoxically, automation can make your experiences more human — not less. As brands scale, creating personalized customer experiences becomes increasingly challenging. Automation, when thoughtfully implemented, can create space for human team members to develop a deeper appreciation of specific customer needs and preferences, leading to better experiences and ultimately greater customer loyalty. Listen for the compelling perspectives of Bal Mahal, senior product manager, intelligent automation at TELUS Digital, and David Wachs, founder and CEO of Handwrytten, as they share how brands can leverage automation to personalize customer experiences. Visit our website to learn more about TELUS Digital. Show notes For more insights on automation, check out the Questions for now episode What do people get wrong about automation?

    27 phút
  8. Is experience management the new customer experience? (feat. Ian Golding and Diane Magers)

    25 THG 2

    Is experience management the new customer experience? (feat. Ian Golding and Diane Magers)

    On this episode, we explore whether it’s time for leaders to reframe their thinking from traditional customer experience to experience management.  Although brands may understand that customer experience is essential to success, they often overlook the importance of other stakeholders. The term “experience management” goes beyond that interaction between brand and customer, encompassing the experiences of employees, vendors, shareholders and more.  Listen for the actionable insights of Ian Golding, author, founder and CEO of Customer Experience Consultancy, and Diane Magers, author, founder and CEO of Experience Catalysts. Our guests share how brands can adapt their mindsets and practices to embrace this more inclusive approach, offering practical strategies for implementation. Visit our website to learn more about TELUS Digital. Show notes Ian’s book, Customer What?: The honest and practical guide to customer experience, is available wherever books are sold.Diane’s book with Michael Hinshaw, Experience Rules!: The Experience Operating System (XOS) and 8 Keys to Enable It, is available wherever books are sold.Discover the digital customer experience priorities of enterprise leaders with survey results from TELUS Digital, in collaboration with Statista.Find out more about investing in agent engagement in the TELUS Digital article Call Center Basics: A Return to Fundamentals

    37 phút
Xem tất cả (30)

Trailer

Xếp Hạng & Nhận Xét

5
/5
3 Xếp hạng

Giới Thiệu

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.

Thông Tin

Có Thể Bạn Cũng Thích