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PODCAST

Questions for now - Compelling perspectives on digital CX

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.

technology management

All Episodes

30:51

How can brands turn customer success into their...

Questions for now - Compelling perspectives on... ·

2024/11/21

On this episode, we discuss how B2B brands can turn customer success into a powerful engine for sustainable growth.While new customer acquisition acts as the primary growth driver for most B2B brands, the potential for customer success to contribute to growth should not be overlooked. Customer success teams play a critical role in reducing churn and are ideally placed to identify up-sell and cross-sell opportunities.To ignite this second growth engine, B2B leaders must work to ensure alignment

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36:08

How can leaders win and optimize investment in CX?...

Questions for now - Compelling perspectives on... ·

2024/10/30

On this episode, we explore strategies for building a compelling business case for customer experience (CX) investment — and how to optimize the budget you’ve secured.According to Forrester’s Budget Planning Guide 2025: Customer Experience, while 99% of CX decision-makers list CX improvements as a top priority of senior executives, only 40% anticipate they’ll receive significant budget increases.As a CX leader, you must combine evidence-based arguments with emotional appeals to secure the investment

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33:13

How can you maintain customer affinity while...

Questions for now - Compelling perspectives on... ·

2024/09/26

On this episode, we explore the connection between brand and customer experience — and how to maintain positive customer sentiment while undergoing a rebrand.An effective rebranding strategy can serve to reposition a company, product or service to better align with customer expectations. But it’s not a given; to retain existing customers and attract additional ones, brands must engage numerous stakeholders, plan meticulously and communicate clearly.Listen for the compelling insights of Billie

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33:16

What does customer loyalty look like in the age of...

Questions for now - Compelling perspectives on... ·

2024/08/27

On this episode, we ask big questions about how customer loyalty is formed — and how AI can be leveraged to build stronger connections with customers.According to TechSee, a visual customer experience solutions provider and technology partner of TELUS International, more than one in three consumers in the United States don’t consider themselves to be loyal to brands and would switch if it proved beneficial to them. It is here where brands have an opportunity to capitalize on the growing demand for

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29:53

How can you act as a customer experience change agent...

Questions for now - Compelling perspectives on... ·

2024/07/30

On this episode, we explore customer-focused leadership — and the steps CX leaders can take to cultivate and champion a customer-centric culture in their organizations.Customer centricity goes beyond providing good customer service, relying on company leadership to consider every decision, action and strategy from the perspective of the customer. Leaders who foster a customer-centered mindset best position their organizations to attract and retain customers, with a number of studies validating the

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30:59

How can brands design and deliver seamless customer...

Questions for now - Compelling perspectives on... ·

2024/06/27

On this episode, we discuss the importance of reducing customer effort — and the steps brands can take to design and deliver seamless customer experiences.Today, customers demand speed and efficiency. It is up to brands to rise to that challenge. Research from HubSpot indicates that 9 out of 10 customers consider an immediate response from customer service to be “essential” or “very important”, with 6 out of 10 defining “immediate” as a response in under 10 minutes.Through real-world examples and

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43:04

How can brands deliver experiences that create loyal...

Questions for now - Compelling perspectives on... ·

2024/05/30

On this episode, we discuss a longstanding focus for customer experience (CX) leaders — loyalty — and the role of CX delivery in creating customer advocates and word of mouth.According to Nielsen, 88% of consumers trust recommendations from friends and family over all other forms of advertising. Despite the evidence that word of mouth, facilitated through exceptional customer experiences, remains a pivotal factor in shaping business outcomes, many businesses do not have a defined word of mouth

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21:19

What is the Frank And Oak secret for adapting to...

Questions for now - Compelling perspectives on... ·

2024/04/29

On this episode, we explore how eco-friendly apparel brand Frank And Oak evolved its business model to adapt to customer expectations — and how data, feedback and technology are used to optimize its CX strategy.Founded in 2012 as an online-only menswear retailer, Frank And Oak used data and insights from customers to change course over the following decade, reinventing itself as a sustainable lifestyle brand with both an online and brick and mortar presence.Listen for the informative insights of

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27:51

What trends are shaping customer experiences in 2024?

Questions for now - Compelling perspectives on... ·

2024/03/27

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

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24:32

How can employee-facing technology improve your...

Questions for now - Compelling perspectives on... ·

2024/02/27

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

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31:14

Has the time come to prioritize voice-first experiences?

Questions for now - Compelling perspectives on... ·

2024/01/11

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

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20:49

Are these digital CX resolutions on your list for 2024?

Questions for now - Compelling perspectives on... ·

2023/12/09

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.Visit our website to learn more about TELUS International.

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26:10

What do people get wrong about automation?

Questions for now - Compelling perspectives on... ·

2023/11/14

On this episode, we ask big questions to debunk prominent myths and misconceptions surrounding automation in customer experience (CX).Questions like: Are automation tools going to replace human agents? Why do up to half of all automation projects fail? Is automation too expensive? Is automation only for the biggest companies?Along the way, we weave in recent data, experiences and thoughts from two expert guests, showing why organizations are increasingly turning to automation to deliver a more

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26:44

How can start-ups achieve the same world-class...

Questions for now - Compelling perspectives on... ·

2023/10/13

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.To succeed in the marketplace, start-ups need to provide CX that's seamless, simple and positive. Join us as we discuss how the most successful businesses leverage technology to prioritize empathy and humanity in interactions, all while gaining a deeper understanding of their customers.Listen

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31:16

How can brands rethink data security to maintain...

Questions for now - Compelling perspectives on... ·

2023/09/07

On this episode, we discuss the connection between cybersecurity and digital customer experience — and how rethinking data security can help maintain customer trust. Listen for the compelling insights of Dr. Dave Chatterjee, associate professor, management information systems at the University of Georgia and Steve Jablonski, vice president of information security at TELUS International.The threat landscape is changing and brands can’t treat security as an afterthought. Cybersecurity experts are

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25:38

How can brands leverage innovation to recruit...

Questions for now - Compelling perspectives on... ·

2023/07/31

The job market is changing at a faster pace than ever, and to keep up, brands need to continually recalibrate their recruitment processes to ensure they’re attracting top candidates. A shift in strategy and the leveraging of technology and automation can help companies position themselves as employers of choice.On this episode, we discuss talent recruitment in a competitive job market — and the ways brands can innovate to stand out. Listen for the compelling perspectives of Tricia Williams,

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21:07

How do customer expectations change in difficult...

Questions for now - Compelling perspectives on... ·

2023/06/29

On this episode, we discuss how customer expectations change in difficult economic climates — and the ways brands can adapt. Listen for insights from Charles Lindsey, associate professor of marketing at University at Buffalo School of Management, and Pete Tapley, former vice president of customer experience innovation at TELUS International.Rising inflation is making consumers think twice, and think differently, about their purchases. Likewise, many brands are working with tighter budgets, and

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21:11

How can brands keep up with algospeak?

Questions for now - Compelling perspectives on... ·

2023/05/25

On this episode, we discuss algospeak — online language meant to evade algorithmic detection — and how you can keep up. Listen for the compelling perspectives of Dr. Jamie Cohen, assistant professor at Queens College, City University of New York, and Siobhan Hanna, former vice president and managing director of AI Data Solutions at TELUS International.A combination of 'algorithm' and 'speak,' algospeak is the collection of codewords, slang, deliberate typos, emojis and the use of different words

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00:59

A trailer for now: Questions for now - Compelling...

Questions for now - Compelling perspectives on... ·

2023/05/18

Who, what, when, where, why and how. Introducing Questions for now, a podcast from TELUS International sharing compelling perspectives on the digital customer experience (CX).Join host Robert Zirk as he asks big thinkers today’s big questions. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of actionable insights that listeners can apply in their organizations today.Subscribe and listen to Questions for now on your podcast player of

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25:08

Matt Dixon on overcoming customer indecision

Questions for now - Compelling perspectives on... ·

2022/08/17

(Previously recorded as TELUS International Studios) Customer experience analyst and best-selling author, Matt Dixon, sits down with TELUS International Studios to share insights from his new book, "The JOLT Effect: How high performers overcome customer indecision." Matt takes us through the bane of every salesperson's existence: a long customer courtship that ends with an "I’ll think about it."Leveraging a first-of-its-kind study that analyzed 2.5 million documented sales conversations through

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