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.