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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

25:32

How do customer success leaders become strategic...

Questions for now - Compelling perspectives on... ·

2025/11/18

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 warning signs that predict churn despite healthy metrics and the tactics for

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28:21

Why do satisfied customers leave? (feat. Joey Coleman...

Questions for now - Compelling perspectives on... ·

2025/10/29

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 the critical moments in the customer journey when satisfied customers are driven to

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30:12

Why should CX leaders care about data neutrality?

Questions for now - Compelling perspectives on... ·

2025/09/23

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

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39:39

Presenting: AI Unraveled — The Future of AI Safety...

Questions for now - Compelling perspectives on... ·

2025/09/03

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 enterprise AI deployment.In conversation with host Etienne Noumen, Bret discusses the

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24:33

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

Questions for now - Compelling perspectives on... ·

2025/08/27

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

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41:49

Presenting: What The Fraud? — The business of trust

Questions for now - Compelling perspectives on... ·

2025/08/07

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

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32:11

How can you alleviate cost pressures in customer...

Questions for now - Compelling perspectives on... ·

2025/07/28

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

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30:12

How can brands scale their digital customer success...

Questions for now - Compelling perspectives on... ·

2025/06/23

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

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32:24

What trends are shaping trust and safety programs in...

Questions for now - Compelling perspectives on... ·

2025/05/29

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

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34:20

How can crypto and fintech brands prevent fraud and...

Questions for now - Compelling perspectives on... ·

2025/04/29

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

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26:51

Is automation the key to more human, personalized...

Questions for now - Compelling perspectives on... ·

2025/03/20

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

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37:14

Is experience management the new customer experience?

Questions for now - Compelling perspectives on... ·

2025/02/25

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,

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31:47

The era of AI-driven personalization is here. What now?

Questions for now - Compelling perspectives on... ·

2025/01/28

On this episode, we discuss the evolution of personalization in the customer experience — and how brands can leverage AI to create personalized experiences at scale.According to TELUS Digital research, 62% of consumers would choose a more personalized experience over a faster experience. But despite the demand, the BCG Personalization Index indicates that only one in 10 companies are delivering personalization effectively.Our expert guests break down what makes a personalization strategy successful

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20:13

What big questions should CX leaders ask to improve...

Questions for now - Compelling perspectives on... ·

2024/12/12

On this episode, our expert guests from past episodes each share one big question that customer experience leaders need to ask themselves to deliver better customer outcomes — and explore practical ways to find the answers.We’ve revisited some of our most impactful topics and compiled eight of the best questions that you, a CX leader, need to ask yourself to improve your customer experience. Join us as we delve into those questions.Visit our website to learn more about TELUS Digital.

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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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