Questions for now - Compelling perspectives on digital CX

On this episode, we explore what rigorous AI safety testing looks like for customer-facing AI — and why most deployments carry more risk than the teams running them expect.

Testing AI before launch is standard practice. But one-time manual testing treats AI like a deterministic system. Model behavior is probabilistic, and the consequences of inadequate testing fall into four categories: people data harm, other types of data ha...

On this episode, we explore AI orchestration in contact centers — and what CX leaders need to know to move from digitized chaos to operational clarity.

Most brands have implemented AI in their customer experience operations to some degree. But when systems are siloed, data is fragmented and workflows are disconnected, AI can magnify problems instead of solving them.

AI orchestration in the contact center changes that by connect...

On this episode, we explore how realistic voice simulations are accelerating agent readiness — and what CX leaders need to know to implement AI training at scale.

Generative AI and voice simulation technology are fundamentally transforming how organi...

On this episode, we explore why enterprises often trust their CX service partners with their customers — but not their revenue.

A new IDC study, sponsored by TELUS Digital, reveals a striking imbalance between the percentage of enterprises that rely on a CX service partner for support and analytics and those that engage those same partners for inbound B2B or B2C sales, despite revenue growth ranking among their top desired out...

On this episode, we explore the critical connection between sales and customer experience teams — and why a misalignment might be costing you customers, revenue and brand reputation.

When sales sets expectations that CX can’t meet, customers may churn faster than you can acquire them, wasting your customer acquisition costs. The problem isn’t what either team does in isolation, but rather the handoff between them.

D...

On this episode, we explore the hidden cost of overlooking agent experience — and how it impacts your customers.

Your contact center agents handle hundreds of customer interactions every week, from routine questions to complex issues. When your agents feel empowered, they resolve problems with creativity and empathy, turning satisfied customers into loyal advocates and ultimately helping you win the moments that matter. When t...

On this episode, our expert guests from this year’s past episodes each share one critical question that customer experience (CX) leaders need to ask themselves to deliver better customer outcomes in 2026.

We've compiled the most important questions from our conversations this year — each one designed to reveal where your CX strategy is vulnerable and what to do about it. Join us as we explore those questions with previou...

On this episode, we explore why customer experience (CX) leaders need to be aware of developments in AI compliance in 2026 — and why a “light touch” approach puts your CX at risk.

The era of voluntary AI oversight is over.&...

On this episode, we explore what it takes to shift from vendor to strategic partner — and why good metrics alone don't guarantee renewals.

The difference between vendors who survive consolidation and those who don't isn't performance — it's relationships. Drawing from real customer success transformations, our expert guests reveal the frameworks that get customer success leaders in the room where decisions are made, the ...

On this episode, we explore why satisfied customers leave — and what it takes to turn satisfaction into lasting loyalty.

Most B2B and B2C businesses assume that satisfied customers will stay. But research shows that 20 to 70% of new customers leave within their first 100 days — even when they rate their experience as "satisfactory." 

Drawing from examples across a wide variety of industries, our expert guests reveal ...

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 com...

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 e...

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 rea...

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.

I...

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 risin...

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 maxi...

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 a...

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 frau...

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 chal...