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Case Study

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Video

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Research & Reports

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Streamline your operations with TELUS Digital

What to speak with a business process consulting expert?

Discover how TELUS Digital’s business process consulting experts helped a leading telecommunications company drive improvements in its customer service delivery and efficiency.

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Maximizing profitability in telecom case study preview image

Streamline your operations

Check out our solutions

Maximizing profitability in telecom: leveraging customer insight for digital transformation excellence

Discover how knowledge management can boost organizational success. Explore challenges, best practices, trends and more.

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knowledge management

Navigating knowledge management: A complete guide for success

Discover digital customer experience success stories and insights from leading financial services brands that can be applied across industries.

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Lessons in customer experience from leading banking and financial services brands

Watch this recorded webinar from Everest Group and TELUS Digital (formerly TELUS International) for new insights to help you skillfully transform your digital customer experience.

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Webinar: How to supercharge your CX with AI-fueled digital transformation

How to supercharge your CX with AI-fueled digital transformation

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.

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What is the Frank And Oak secret for adapting to changing customer preferences?

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Organizations have a responsibility to create and maintain digital experiences that are truthful, welcoming and safe. Learn how brands can keep pace with the growing levels of user-generated content (UGC) to build trust with their customers and protect their reputation.

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The future of content moderation: Strategies and tools for 2024 and beyond

The digital space has never held more potential for retailers — or been more competitive.

Businesses are flocking to eCommerce in record numbers, propelling global online sales to exceed $8.1 trillion by 2026, according to Shopify. But it's not all profit. According to Internet Retailing, over the past five years, there's also been a 60% increase in customer acquisition costs, and more than half of retailers surveyed in Commerce Next's 2022 Digital Trends & Investment Priorities report said those costs are a top risk to achieving their sales objectives.

Given the state of the market, it's easy to see why brands are turning to pull marketing — the process of drawing customers to a company's products and services by building and refining a marketable brand — to differentiate themselves from competitors.

Common pull marketing strategies include advertising, social media marketing, search engine optimization (SEO), blog posts and pursuing media coverage. The most essential pull marketing tactic, however, is also the most understated: a great customer experience (CX).

Three reasons why top-notch CX is the best pull marketing tactic for eCommerce brands

While costly targeted advertising campaigns can create short-term wins for brands, the reality is that these types of tactics aren't long-term profit drivers. Investing in a robust eCommerce customer experience strategy, however, is an integral part of building a brand that is capable of retaining customers, offering seamless buying experiences and encouraging word-of-mouth advertising. All of which can provide significant long-term benefits.

Here is a look at why focusing on creating an excellent customer experience is the best marketing tactic for eCommerce brands.

1. A team of all-star CX agents helps to build lasting relationships with customers

According to Shopify's 2023 Future of Commerce Trend report, at least 60% of consumers purchase from specific brands because of excellent customer service in the past.

And when you consider that 44% of consumers surveyed by TELUS Digital said that nothing — not even price, convenience or if it's a brand they truly like — excuses poor customer service, it is easy to understand why choosing the right people to support your customers can mean the difference between fostering loyalty and having your customers flock to a competitor.

Plus, given that it's up to seven times more expensive to acquire a new customer than to retain a current one, according to American Express, it's smart to fill your CX agent roster with proficient, patient and empathetic individuals with the tech know-how and soft skills to deliver the kind of service that keeps customers coming back.

2. Digital automation tools help ensure a smooth buying experience

Customer experience is more than just after-sales support. Rather, it's about making the full journey — browsing, research, comparison, selection, payment, delivery and, if necessary, return — as friction-free and connected across channels as possible.

Driving customers to your online platforms is one thing, optimizing them to make a sale is another, and it's a practice that can often be overlooked. Being smart about what you automate, and creating solid parameters around when a live agent should step in, can be a difference-maker for brands.

For example, chatbots can be leveraged to handle simple customer queries around the clock, freeing up your support team to address more nuanced requests. Additionally, proactive live chat prompts can positively nudge customers through the sales funnel. The tool has been known to reduce cart abandonment, which represents $18 billion in lost sales revenue every year, according to Shopify.

3. Elite customer support enhances word-of-mouth advertising

Strong brands attract more organic acquisition — and what's a more effective form of organic acquisition than word-of-mouth?

Word-of-mouth is a big part of pull marketing, and these days, it's driven by customer review sites and social media. One of the best ways to strengthen your brand in the eyes of your target audience is by enhancing your CX so customers will sing your praises and ultimately send others your way.

But if positive customer experiences generate good word-of-mouth, the inverse is true when it comes to negative experiences. For this reason, it's important to mitigate common customer support pet peeves, which, according to the aforementioned survey by TELUS Digital, include long wait times, numerous transfers to different agents and an inability to speak with a human agent at will (further proving that human connection is always key).

Marketing is all about telling your brand story, differentiating your product and inciting action. Customer service isn't so different. Investing in stand-out CX can enhance your existing pull marketing strategy and go a long way toward creating loyal customers for a better bottom line.

Discover why investing in your customer experience is an integral part of implementing a successful eCommerce pull marketing strategy.

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pull marketing

Three reasons why great CX is your best pull marketing tactic

Automation is important to your customers, but to create a personalized customer experience and demonstrate empathy, your CX needs a human touch. Discover five tips for making a human connection in a virtual world.

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Ecommerce human connection

Five eCommerce customer service tips for making a human connection

Maximize the value of your network

Implement industry-leading infrastructure

See how we worked with TELUS Communications to design, build and deliver an integrated network design solution that meets the needs of their customers. This video case study, which features leaders from TELUS Communications and TELUS Digital (formerly TELUS International), describes how the partnership led to efficiency gains and an enhanced network defined by high performance, reliability and scalability.

See how we worked with TELUS Communications to design, build and deliver an integrated network design solution that meets the needs of their customers.

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Delivering transformative network design services for TELUS Communications

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Want to speak with a Process Consulting expert?

Uncover how TELUS Digital’s business process consultants helped a leading financial services brand optimize its operations, enhance its customer experience (CX) and advance its digital transformation journey.

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Optimize your operations

Streamlining operations and advancing the digital transformation journey of a leading financial services brand

Everest Group Data Annotation and Labeling (DAL) Solutions for AI/ML PEAK Matrix® Assessment 2024

Discover why TELUS Digital has been named a Leader in Everest Group's Data Annotation and Labeling (DAL) Solutions for AI/ML PEAK Matrix® Assessment 2024.

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Discover how TELUS International successfully deployed a robotic process automation (RPA) solution for a leading waste management company to minimize time-consuming tasks and reduce the errors associated with manual data entry.

Implementing robotic process automation to streamline critical procurement processes

Discover how TELUS Digital successfully deployed a robotic process automation (RPA) solution for a leading waste management company to minimize time-consuming tasks and reduce the errors associated with manual data entry.

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See how TELUS Digital (formerly TELUS International) can help card services brands meet rising consumer expectations through high-tech, high-touch customer experiences.

Holistic digital customer experience solutions for card services

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EITK support resource

Access the latest survey results and stay on top of customer experience (CX) developments in 2024 with this new report by Execs In The Know, sponsored by TELUS Digital (formerly TELUS International).

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EITK support

Execs In The Know: 2024 CX Leaders Trends & Insights

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Explore how TELUS Digital helped a leading frozen food company maintain a smooth and seamless connection between its SAP application and business intelligence tool using robotic process automation (RPA).

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Transform your operations with a cutting-edge RPA solution

Streamlining sales order reporting using robotic process automation

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Discover how TELUS Digital implemented a robotic process automation (RPA) solution for a leading frozen food company to eliminate manual processes and reduce human error.

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Revolutionizing the appointment management process for a frozen food giant using robotic process automation

Uncover how a mix of human interaction and automated tools can help card services brands build digital customer experiences that foster customer loyalty.

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Going beyond transactions: How card brands can offer elite digital CX

Infographic: 2024 customer service preferences

No one wants to be stuck on hold with customer service, but would you be willing to wait a little longer to save a few dollars?  78% of Americans would! TELUS Digital (formerly TELUS International) recently conducted a survey that explored the customer service preferences of consumers today. Explore the results below to learn how customers want support from brands.

TELUS Digital recently conducted a survey that explored the customer service preferences of consumers today. Explore the results.

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2024 customer service preferences 

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.

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Has the time come to prioritize voice-first experiences?

On this episode, we discuss customer experience trends — and how these trends are impacting CX leaders' priorities in 2024.

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What trends are shaping customer experiences in 2024?

This year's digital customer experience trends have the potential to make an enduring impact for years to come. See what five trends made our list.

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Five digital customer experience trends to consider for 2024

IDC MarketScape: Worldwide Data Labeling Software 2023
Vendor Assessment preview image

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This global assessment evaluates vendors offering data labeling software technologies and capabilities.

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IDC MarketScape: Worldwide Data Labeling Software 2023 Vendor Assessment

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TELUS Digital completed a secure, in-facility annotation project for Thorn, a non-profit organization dedicated to protecting children.

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Meeting the complex data annotation requirements of a unique non-profit organization

On this episode, we ask big questions to debunk prominent myths and misconceptions surrounding automation in customer experience.

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What do people get wrong about automation?

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Everest Group, supported by TELUS Digital, surveyed 200 customer experience leaders from around the world to determine their enterprise readiness for the adoption of generative AI (GenAI). Discover the results. 

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Everest Group survey results: Enterprise readiness for generative AI adoption in customer experience management

Banking and financial services leaders are facing a number of economic headwinds. You need innovative solutions to prioritize your customers while increasing operational efficiency, empowering employees and strengthening governance.

From streamlining complex processes to enhancing customer engagement, this webinar is your golden ticket to unlocking the true potential of automation. Watch now to gain a competitive edge and access tips for how you can transform your customer experience strategy. 

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Retail & Ecommerce

Three reasons why great CX is your best pull marketing tactic

Three reasons why great CX is your best pull marketing tactic

Delivering online safety management for a global ecommerce brand

Delivering online safety management for a global ecommerce brand

Check out our solutions