Transform your customer experience with our SMART CX framework

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CX Strategy & Transformation

Transform your customer relationships by identifying and acting on high-impact opportunities with TELUS Digital’s SMART CX framework. We help you enhance the entire customer, agent and operations experience, from improved interactions and increased engagement to roadmaps aligned with business goals

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We partner with leading CX platforms
  • CX Consulting - Benefits - Improve CX

    Improve customer satisfaction and brand loyalty

    Deliver standout experiences that set your brand apart. Our approach to CX strategy and transformation increases customer satisfaction and retention, improves efficiency and builds long-term loyalty.

  • CX Consulting - Benefits - Plan and execute your CX transformation roadmap

    Plan and execute your CX transformation roadmap

    Align contact center operations with a clear customer experience strategy. Lower costs, boost productivity and find high-impact use cases, like self-service, to free agents for higher-value tasks.

  • CX Consulting - Benefits - Gain a Competitive Advantage

    Drive sustained strategic growth

    Turn your contact center into a growth engine. With our roots in telecom and AI, we’ll help you align technology, people, processes and business goals to create sustainable, revenue-generating impact.

End-to-end CX strategy engagements

We’re a complete CX transformation partner for Fortune 1000 brands, from creating frontend digital experiences to streamlining backend operations. Our approach helps you reimagine the customer experience by resolving longstanding pain points and architecting smart systems that win customer loyalty.

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Customer Service Transformation

Turn your customer service into a strategic differentiator. We analyze customer interactions for data to inform your product roadmaps, helping you capitalize on insights for enhancing customer experience, reducing costs and improving service delivery at scale.

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    Customer Journey Mapping & CX Strategy Development

    Map every touchpoint in the customer journey to find moments of friction and opportunities to win loyalty. We help you rapidly turn insights into action with a CX strategy built to meet customer needs in the most critical moments, so you deliver the right experience at the right time and place.

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      Digital Transformation & Omnichannel Experience

      Create seamless, consistent CX for all forms of customer engagement — your app, website, text, social media or other channel. Integrating digital technologies and unifying communication channels centralizes command over the customer journey, ensuring consistency and personalization at scale.

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        Digital Maturity Benchmarking & Roadmapping

        Using our CX maturity model, you’ll get a clear understanding of your current digital capabilities and gaps. From there, we help use that knowledge to build a practical roadmap, complete with target metrics and analytics support to measure system improvement.

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          Tech & AI Opportunity Prioritization

          Know where AI could deliver the most ROI to your CX, from sentiment analysis to cost optimization. You’ll gain a clear understanding of how to prioritize AI and technology initiatives for enhancing digital experiences, optimizing operations and driving overall business growth.

            Case Studies

            Explore our success stories

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

              Streamlining operations and kickstarting the digital transformation journey - feature image

              Uncover how we helped our client optimize its operations, enhance its CX and begin its digital transformation journey.

              • 25%reduction of average handle time

              • 49%call deflection rate

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

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

              Download case study
            TELUS Digital did a fantastic job to create relationships and build a collaborative foundation with our operational team. The methods and techniques utilized to uncover opportunities in a creative environment were over the top and the outcomes and findings show it. We are modernizing our call center one step at a time!Large, U.S.-based financial services corporation

            Insights

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            Unleash your CX potential

            Contact our team of strategists to see how we can help you deliver better business outcomes today.

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            Transform your business with our end-to-end Solutions