Questions for now - Compelling perspectives on digital CX

On this episode, our expert guests from this year’s past episodes each share one critical question that customer experience (CX) leaders need to ask themselves to deliver better customer outcomes in 2026.

We've compiled the most important questions from our conversations this year — each one designed to reveal where your CX strategy is vulnerable and what to do about it. Join us as we explore those questions with previous guests:

• Mark Abraham (co-author, Personalized: Customer Strategy in the Age of AI)
• Brian Breslin (vice president, fintech and SaaS, TELUS Digital)
• Diane Magers (co-author, The Customer Experience Field Guide)
• Adrian Swinscoe (author, Punk CX and Punk XL)
• Jelena Bajic (vice president, global operations excellence, TELUS)

For more from today's guests, check out these episodes of Questions for now:

• On The era of AI-driven personalization is here. What now?, Mark Abraham reveals the five key promises brands must fulfill to delight customers at every interaction. 
• On Why do satisfied customers leave?, Brian Breslin uncovers what separates customers who stay from those who leave for a better offer.
• On Is experience management the new customer experience?, Diane Magers explains the strategic shift to organization-wide experience management practices.
• On How can you alleviate cost pressures in customer experience?, Adrian Swinscoe and Jelena Bajic share strategies for delivering exceptional outcomes in CX when leaders are asked to do more with less.

Visit our website to learn more about TELUS Digital.

On this episode, we explore why customer experience (CX) leaders need to be aware of developments in AI compliance in 2026 — and why a “light touch” approach puts your CX at risk.

The era of voluntary AI oversight is over. Binding regulations are now enforceable globally. AI-powered fraud is accelerating. And for CX leaders, compliance directly impacts customer trust, and therefore your bottom line. 

Our expert guests cut through the complexity, revealing how to navigate fragmented global regulations, what you can do as a CX leader to prepare your organization and why the competitive edge in AI is shifting from who launches first to who launches responsibly. 

Listen for the compelling insights of Jeff Brown, former general counsel, global privacy officer at TELUS Digital, and Natália Fritzen, head of AI compliance at Sumsub.

Visit our website to learn more about TELUS Digital.

• Benchmark your fraud prevention and compliance program with TELUS Digital’s financial crime and compliance maturity assessment
• Explore the data behind the fraud trends discussed in this episode with Sumsub’s Identity Fraud Report 2025-2026

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 building executive relationships that position you as a strategic partner.

Listen for the compelling perspectives of Kelly McGuire, vice president of customer success at Everstage, and Tom Pelisson, director of global customer strategy and success at TELUS Digital.

Visit our website to learn more about TELUS Digital.

Show notes:

• Download TELUS Digital's 90-day customer activation checklist for B2B customer success and onboarding teams.

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 leave, the hidden costs of customer attrition that extend beyond lost revenue, and the practical strategies that transform transactional relationships into emotional connections strong enough to keep customers coming back.

Listen for the compelling insights of Joey Coleman, keynote speaker and author of Never Lose a Customer Again, and Brian Breslin, vice president of fintech and SaaS at TELUS Digital.

Visit our website to learn more about TELUS Digital.

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 results across customer segments — ultimately damaging the brand trust and loyalty CX leaders work so hard to build.

With 87% of U.S. consumers demanding transparency in how brands source data for AI models, and growing regulatory pressure around data governance, understanding data neutrality has become a business imperative. Our expert guests break down this complex topic in practical terms, sharing strategies for evaluating data sources, implementing proper auditing practices and choosing between custom and off-the-shelf datasets to support your CX goals.

Listen for the compelling insights of Amith Nair, global vice president and general manager of Data & AI Solutions at TELUS Digital, and  Professor Renato Vicente,  associate professor of applied mathematics at the University of São Paulo and director of the TELUS Digital Research Hub.

Show notes:

Read more about the TELUS Digital survey on AI data transparency.

Visit our website to learn more about TELUS Digital.

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 limitations of traditional red teaming methods for large language models, introduces the breakthrough technique that enables AI systems to test themselves and explores how enterprises in regulated industries can balance innovation with responsible AI governance.

Visit our website to learn more about TELUS Digital.

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 insights of Cami Ferreira, global business strategist and CX speaker, and Richard Bledsoe, vice president of customer experience innovation at TELUS Digital.

Visit our website to learn more about TELUS Digital.

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 discusses balancing security with user experience, AI's evolving role in fraud prevention and the importance of human oversight in security systems.

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 Adrian Swinscoe, author of Punk CX and Punk XL, customer experience advisor and workshop facilitator, and Jelena Bajic, vice president, global operations excellence at TELUS.

Tune in to Adrian's show, Punk CX, for more conversations about customer experience.

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 providing consistent one-to-one support, particularly to smaller customers, increasingly difficult.

To strategically support its expanding customer base, monday.com introduced office hours — scheduled sessions where small groups of customers receive live training from a customer success manager (CSM), followed by dedicated time for questions and answers.

Listen for the informative insights of Samantha David, digital customer success program manager at monday.com, as she shares valuable insights on how office hours complement monday.com’s traditional customer success approaches. Learn how monday.com leverages customer segmentation and data-driven insights to deliver tailored support at scale, and discover best practices for CSMs looking to implement similar digital content strategies in their own organizations.

Visit our website to learn more about TELUS Digital.