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Case Study

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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

Learn how the best travel and hospitality brands are utilizing white-glove service and concierge contact centers to transform travelers from simply being loyal, to proactive brand advocates.

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Whitegloveservice

How to create loyal customers and brand evangelists in travel and hospitality

Customers today expect more personalized service than ever before. Discover how travel and hospitality brands are using data to attain a true 360-degree view of the customer.

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How travel and hospitality brands are using data to improve the customer experience

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Want to speak with an expert?

Explore how TELUS Digital supports a global leader in short-form video content with moderation and ad review services to protect and enhance their brand reputation and facilitate rapid growth.

Discover how TELUS Digital supports a global leader in short-form video content with moderation and ad review services.

Prioritize trust and safety

Strengthening a global social media giant’s brand reputation

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

Discover why catering to the needs of each demographic is key to creating memorable experiences and customer interactions in the travel and hospitality industry.

GenYonVacation

Why tailoring customer service to Millennials and Baby Boomers is key for travel and hospitality

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?

Learn what brands in the travel and hospitality industry stand to gain from an omnichannel offering and how to tap into this growing opportunity for seamless customer service.

TravelOmnichannel

How the travel and hospitality industry can get ahead with omnichannel customer service

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COMO E-book 2024 - AI Content Moderation Success

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COMO Ebook 2024 - Hire for Resiliency 

COMO Ebook 2024 - Well-being

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COMO Ebook 2024 - Leverage Technology

Access leading content moderation strategies and trends

Develop an agile content moderation strategy

Want to speak with a content moderation expert?

This e-book explores:

Inappropriate user-generated content is on the rise

Exposure to toxic content impacts customer experience

New digital experiences will pose new challenges

Three reasons why content moderation is essential 

Hire for resiliency

Take a holistic approach to well-being

Leverage technology

Discover best practices for protecting the protectors

regional director of talent acquisition

As the digital landscape continues to change, it is more important than ever for brands to stay up-to-date on content moderation best practices.

To help take your content moderation strategy to the next level, read on to gain an in-depth look at how digital content is evolving, what technology is available to help, how new and existing regulations could impact operations and more.

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.

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.

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

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The words "product-market fit" have adorned tech industry pitch decks for some time. It's a simple concept, really, and something all successful businesses need to prove. To achieve product-market fit, the product(s) you offer as a business must align with the needs of the market. Without such a fit, you might have an idea, but perhaps not a business.

In fact, even if you have product-market fit, and therefore a business, you still might not have a long runway without profitability. This is particularly the case when challenging economic environments make venture capital funding more difficult to come by. That is precisely why scale-ups need to think beyond product-market fit, and strive to achieve profit-market fit.

Harvard Business School senior lecturer Jeffrey Rayport recently described profit-market fit on the HBR IdeaCast podcast. According to Rayport, profit-market fit is achieved when a venture not only shows that it can quickly ramp up revenue and its customer base, but also finds its sweet spot where every new customer brings in additional revenue and incurs only marginal cost. It's at this point, explains Rayport, that a venture "moves towards sustainability."

This major milestone isn't likely to be reached by accident, though. Rather, you need to be deliberate, and deploy strategies to overcome common challenges in the scaling journey.

Many companies, especially those in tech, can be successful in achieving product-market fit, says Rayport during the podcast interview, "But the wheels come off the bus in some way during the scaling phase."

Imagine you head up a start-up that seems destined for unicorn status. You have an app and it's topping the charts. You have customers and your number of active users is going through the roof. To date, your impressive numbers have earned you no shortage of admirers, and by extension, funding. But to get to where you are, you've needed to spend: Your servers, your offices, the growth of your team and a myriad of other costs outstrip the money that your product brings in. As a result, you can't sustain — let alone grow — your business without additional outside funding. Now, facing rising interest rates and economic pressures, that funding looks like it is going to dry up. Put simply, you haven't found profit-market fit — the relationship between the money and the product that enables businesses to steer themselves toward sustainability.

A strong profit-market fit helps you remove internal constraints on your company's growth, and makes you far less dependent on outside funding.

Challenges in establishing profit-market fit

There are, of course, challenges associated with scaling and reaching the point of profit-market fit.

Once there's a good product-market fit, a scaling company must keep up its generated demand and make strides toward product profitability. This brings us back to matters of efficiency — a word that's popping up all across the tech industry and one that's top of mind for start-ups, scale-ups and mainstays alike.  In fact, Meta CEO Mark Zuckerberg even went as far to say, "Our management theme for 2023 is the 'Year of Efficiency,' and we're focused on becoming a stronger and more nimble organization." For tech brands of all sizes, the pursuit of efficiency means keeping costs under control and doubling-down on activities that are generating revenue — but that's not where the work ends.

Other challenges include providing a consistent digital customer experience (CX) as your company grows, and maintaining a coherent organizational culture where people are on the same mission and where their efforts align.

Brian Hannon, global head of customer experience innovation - technology at TELUS Digital, points to the value of experience when facing challenges in the scaling journey. "Achieving profit-market fit is difficult. It's even harder when you're learning every lesson the hard way," explains Hannon. "You can build up a lot of momentum as a hit tech company, but it's easy to run into real challenges if you don't have a firm grasp on how to scale in a sustainable way."

Outsourcing digital CX to reach profit-market fit

One way to scale with efficiency in mind is to outsource aspects of your digital customer experience.

Keeping your CX in-house means dealing with sudden peaks and dips in demand that quickly become costly on the hiring front, to say nothing of the complexities that come serving new markets and establishing operations in new geographies. What's more, outsourcing can save scale-ups from having to bear the full cost and risk associated with big and potentially transformational technological investments.

You can't overlook the value in an outsourcing partner's experience either, explains Hannon. "They'll have worked with countless companies before, and will be able to provide direction from lessons learned. An outside perspective on where you can introduce greater efficiency can be a real asset as you grow."

Today, conversations about efficiency have a way of leading to automation like robotic process automation (RPA). This form of automation provides around-the-clock capabilities, produces replicable results at scale and handles repetitive tasks so your team members don't have to. These capabilities enable automated service channels — such as chatbots and intelligent FAQs — that play an important role in a modern digital customer experience operation. With the expertise of a proficient outsourcing partner, introducing automation becomes less resource-intensive.

"It can feel safe to stick with what you know. But to make the progression from product-market fit to profit-market fit, brands need to keep an open mind to new technologies, and new ways of bringing efficiency."

Outsourcing with TELUS Digital for next-generation, digitally led customer experiences means benefiting from 18 years of history and global reach that has served more than 650 global clients in 30 countries of operation. Reach out today to learn more about how we can help your scaling company achieve profit-market fit.

You've heard of product-market fit, but what about profit-market fit? Learn the difference and how scaling tech brands can achieve it.

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profit market fit

Why achieving profit-market fit is essential for scaling brands

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

Travel and hospitality contact centers can play a vital role in easing customer effort. Find out three ways contact centers can deliver a localized experience to each and every traveler.

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Three ways travel and hospitality contact centers can localize the customer experience

Online research is a cornerstone of the modern travel experience. From TikTok reels to Google Reviews, you would be hard-pressed to find a customer who hasn't combed the internet for inspiration before booking a flight or making a hotel reservation.

According to Expedia's report, The Path To Purchase, travelers view 141 pages of travel content in the 45 days prior to booking a trip on average. The same report also revealed that "page views span content across various website categories, with online travel agencies accounting for nearly half of these page views (67 pages), followed by airline websites (33 pages), hotel websites (16 pages) and meta travel websites (16 pages)."

With travelers spending an extensive amount of time both creating and consuming online content, it is more important than ever for travel and hospitality brands to ensure their customers are receiving accurate information. A robust content moderation strategy is key to establishing trust with guests well before arrival — and maintaining it long past departure.

The growth of user-generated travel content

If you traveled to Rome and didn't post an Instagram picture of a coin being tossed into the Trevi Fountain, did it even really happen? Travelers today are producing online user-generated content (UGC) at exuberant rates, and with this behavior has come the steady decline of published travel guides in favor of travel hashtags.

This new avenue to connect directly with consumers is an exciting business opportunity, providing brands with authentic fresh content that can be used in marketing, personalized customer service and enhanced user interfaces. In fact, travel marketing company Phocuswright conducted a survey of more than 1,000 travelers and found that 72% of travelers are more likely to book a hotel after seeing UGC, while 63% of travelers say they've booked a hotel based on a photo they saw on social media.

On the flip side, however, a survey by TELUS Digital found that more than 40% of respondents said they would disengage from a brand's community after as little as one exposure to fake UGC, while 45% said they would lose all trust in a brand.

The stakes are high when it comes to user-generated content. Fortunately, with the right content moderation processes in place, you'll be able to protect your brand and enhance the overall customer experience

Four ways content moderation can improve the user experience for travel and hospitality guests

In crafting a comprehensive content moderation strategy, certain focal points emerge as crucial considerations. The following are four critical opportunities for travel brands to integrate content moderation into their operations.

Travelers rely heavily on reviews to make informed decisions about their trips and accommodations. According to a survey by TripAdvisor, "Traveler reviews remain a go-to source of information, with 72% of respondents always or frequently reading reviews before making a decision on places to stay and eat, or things to do. The figure is even higher when it comes to accommodation bookings, with four out of five participating travelers (81%) always or frequently reading reviews before booking a place to stay."

Verified and legitimate reviews help maintain a positive image, while fraudulent or biased reviews can tarnish a brand's reputation. For travelers, it can often be hard to tell the difference between a legitimate review and a fake one. Having a robust content moderation strategy in place to identify and combat fake reviews ensures travelers receive accurate information, enables them to plan their trips with confidence and preserves the integrity of the review system.

While the digital transformation of the travel and hospitality industry created new and convenient ways for brands to do business with consumers, it also created new opportunities for bad actors to exploit these channels for their gain. According to Autohost, an online booking verification provider, globally, the hospitality industry generates an estimated $3 trillion of revenue per year. And according to the Association of Certified Fraud Examiners, between 5-6% of this annual revenue is lost to fraud. That amounts to $150 billion in direct loss of revenue.

But monetary losses aren't the only risks associated with fraudulent activity in the travel and hospitality sector. A travel brand's reputation hinges on the trust and credibility it establishes with travelers and guests. If fraudulent activities are allowed to proliferate unchecked, it erodes trust and damages the brand's reputation as customers become wary of engaging with a potentially untrustworthy entity. Fake listings for accommodations, tours and travel packages, phishing scams and too-good-to-be-true discounts are all examples of fraudulent activities that could tarnish a brand's reputation. Having the right technology, along with a team of expert moderators, can help assess content for inconsistencies, duplicate information or suspicious details, reducing the chance that travelers will fall victim to fraudulent offers.