TELUS Digital

“CX is sitting on a gold mine of untapped revenue.” ⛏️ That’s according to Robin Jakobsen, director of product strategy for CXM at TELUS Digital. On “Questions for now,” Robin makes the case that retention is the most valuable lever for growth today. But to really seize the opportunity, your CX and sales teams need to be on the same page. 🎧 Listen to the full episode to find out how to bridge the gap between CX and sales: https://lnkd.in/eker2yfK

While AI makes it easier than ever to retrieve information, it doesn't solve for information quality. As Mitch Lieberman, VP of Fuel iX™ (Fuel CX) at TELUS Digital points out in a CX Dive feature, we’ve solved for retrieval, but we haven’t solved for clean data. If the knowledge base is messy, AI will not fix it. It will scale the problem. Before layering on agentic AI, businesses need to address the outdated documents, conflicting policies and unstructured content they may have been ignoring for years. Read more on why knowledge management is the ultimate prerequisite for AI success: https://lnkd.in/gAdMNyix #KnowledgeManagement #CleanData #DataVectorization

Chatbots respond, but AI agents act. To bridge that gap, you don't need more data — you need Goldilocks data that is precisely calibrated. Overly simple data leads the agent to merely copy explicit training instructions whereas overly difficult data prevents the model from finding the signal. True reasoning requires a mix of success and failure. Train the model away from mistakes and toward accuracy through: • Golden path trajectories: Provide a roadmap for complex tasks. • Ablation: Strip away hints to force the agent to use its own logic. • Domain experts: Use humans to catch the edge cases AI misses. If you want agents that can handle mission-critical work, train them on data that challenges them to think. Read the full article on optimizing AI agent performance: https://lnkd.in/eU25nvnZ

Sometimes there is a single data point the helps crystalize an entire zeigeist, and this is one of those. It's time every enterprise looked hard at its 2026 app strategy and asks itself, (i) are we seeing this level of acceleration in our engineering and development practices; and (ii) are we rebuilding our apps to be #AI-first in that they are fully taking advantage of the latest AI toolsets including voice? It goes without saying that our leaders at TELUS Digital are relentlessly occupied with these questions... #genai #voice #marketing #apps Thank you https://lnkd.in/eFB9VjMc for the analysis!

🌿 In partnership with Asociația Pădurea Copiilor, 35 of our team members in Bucharest recently joined a large-scale urban reforestation effort at Tineretului Park. Beyond the 2,600 saplings planted, the day served as a powerful reminder of the strength of collective action. From the hard work of planting to the community picnic that followed, our team demonstrated that environmental stewardship and community building go hand-in-hand. It’s an honor to support Asociația Pădurea Copiilor in their mission to enhance biodiversity and mitigate the effects of climate change across southern Romania. Check out some highlights from the day 👇

To win the moments that matter, brands must deliver at every touchpoint. And so, they partner with us. To show up in the right places, at the right moments, with the right experiences. We make things simple across the entire customer journey, from the moment a customer discovers your brand to the moment they decide they don’t want to buy from anyone else. We do this by blending AI with human-centric design across the entire customer journey. This creates experiences that build trust, drive loyalty and fuel growth. Win the moments that matter with TELUS Digital. Hit play ▶️ https://lnkd.in/e3UxY_nm #CustomerJourney #DigitalTransformation

Contact center leaders: Is your onboarding process a hurdle or a launchpad? 🚀 The first few weeks at a company define an agent's trajectory. To make the most of that critical window, you need training that actually prepares agents for the complexity they’ll face. That’s where AI-powered voice simulations are changing the game — enabling agents to practice realistic scenarios and build genuine confidence before handling live calls. On the latest episode of "Questions for now," Mitch Lieberman, vice president of product for Fuel iX™ at TELUS Digital, and Jack Piunti, go-to-market leader at ElevenLabs, reveal how realistic voice simulations: ✅ Build agent confidence before their first live call ✅ Create positive onboarding experiences to reduce agent churn ✅ Train agents for empathetic, customer-centric service 🎧 Listen to the full episode of Questions for now: https://lnkd.in/eH_AnmSK

In conversation with Antoine Tardif at Unite.AI, our Senior Director of AI Growth and Innovation, Steve Nemzer, breaks down the next major leap in AI: The move from large language models (LLMs) to world models, and what it could unlock across digital twins, robotics and simulation-based planning. As AI moves from predicting tokens to modeling how systems change in response to actions, its potential starts to expand well beyond language. Read the full interview to see how world models are changing the AI landscape: https://lnkd.in/e8-D75FH

🎉Agent Quality Insights, TELUS Digital’s AI-powered quality assurance solution for contact centers, has been honored with an Artificial Intelligence Excellence Award by Business Intelligence Group! 🏆 This award program spotlights the companies and leaders moving AI beyond experimentation and into practical, accountable deployment. A winner in the Natural Language Processing category, here’s how Agent Quality Insights is changing the game: • 100% visibility: Moving from manual sampling to analyzing every single interaction. • Unlocking value: Turning unstructured voice and text data into actionable insights for revenue growth. • Personalized coaching: Empowering agents with proactive, data-backed skill development. Congrats to the team for advancing the contact center QA process! 👏 Learn more about Agent Quality Insights: https://lnkd.in/eYAcvJvW

Your martech stack should be a floor, not a ceiling. In the enterprise world, out-of-the-box functionality is often treated as the final word. But at TELUS Digital, we believe the most impactful innovation happens in the margins between what is supported and what is possible. Senior Digital Marketing Engineer, Chris Robbins, recently detailed how we bypass Adobe Web SDK limitations to unlock: • Real-time, server-side data workflows • Instant personalization for anonymous prospects The takeaway? Your engineering – not just the platform – dictates your outcomes. Discover how we put Adobe solutions to the test so our clients don’t have to: https://lnkd.in/eB-9VJrW Headed to #AdobeSummit 2026? Let’s keep the conversation going. Swing by Booth 2245 (Las Vegas, April 20-22) for live demos of our latest Adobe solutions and AI tooling.