Questions for now - Compelling perspectives on digital CX

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 proactive trust and safety programs are crucial in delivering exceptional customer experiences.

Listen for the compelling insights of Peter Ryan, president and principal analyst at Ryan Strategic Advisory, and Ljubiša Velikić, former vice president, trust and safety at TELUS Digital.

Want to learn more about the latest trends in trust and safety programs? Download a copy of TELUS Digital's report, Safety in numbers: Trust and safety trends, 2025.

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 declining — the 2025 Edelman Trust Barometer found Americans' institutional trust fell from 52% to 47% over the past decade — crypto and fintech brands must be diligent in earning and maintaining customer trust. Success takes careful consideration and a comprehensive trust and safety strategy.

Listen for the compelling perspectives of Amanda Wick, author, former U.S. federal prosecutor specializing in financial crime, founder and CEO of the Association for Women in Cryptocurrency and principal at Incite Consulting, as she shares practical strategies for protecting your customers in an increasingly complex digital financial ecosystem.

Amanda’s book, The Catalysts: The Accelerating Forces Forging the New World Financial Order, is available wherever books are sold.

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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 loyalty.

Listen for the compelling perspectives of Bal Mahal, former senior product manager, intelligent automation at TELUS Digital, and David Wachs, founder and CEO of Handwrytten, as they share how brands can leverage automation to personalize customer experiences.

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Show notes

• For more insights on automation, check out the Questions for now episode What do people get wrong about automation?

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, author, founder and CEO of Customer Experience Consultancy, and Diane Magers, author, founder and CEO of Experience Catalysts. Our guests share how brands can adapt their mindsets and practices to embrace this more inclusive approach, offering practical strategies for implementation.

Visit our website to learn more about TELUS Digital.

Show notes

• Ian’s book, Customer What?: The honest and practical guide to customer experience, is available wherever books are sold.
• Diane’s book with Michael Hinshaw, Experience Rules!: The Experience Operating System (XOS) and 8 Keys to Enable It, is available wherever books are sold.
• Discover the digital customer experience priorities of enterprise leaders with survey results from TELUS Digital, in collaboration with Statista.
• Find out more about investing in agent engagement in the TELUS Digital article Call Center Basics: A Return to Fundamentals

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 and speak to how top brands are driving these initiatives with AI to increase their lead over competitors.

Listen for the compelling insights of Mark Abraham, managing director and senior partner at Boston Consulting Group and co-author of Personalized: Customer Strategy in the Age of AI, and David Caudle, former vice president, strategic transformation at TELUS Digital.

Visit our website to learn more about TELUS Digital.

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.

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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 between customer success and sales teams, and improve retention by helping customers derive value from their products and services.

Listen for the compelling insights of Daphne Costa Lopes, global director of customer success, strategic accounts and solution architecture at HubSpot, as she shares how HubSpot delivers exceptional experiences that create value for their customers, what skills customer success managers need to foster and how HubSpot tracks customer success metrics that lead to growth.

Tune into Daphne’s podcast, This is Growth, to hear more of her insights on customer success.

Visit our website to learn more about TELUS Digital.

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 needed for success. And then, whether or not you procure the resources you’re looking for, a new set of challenges arise when it comes to optimizing the budget you are granted. CX leaders must excel at making the most of limited resources, demonstrating ROI and leveraging emerging technologies effectively.

Our expert guests share key strategies on how to navigate the process of budget planning, negotiation and optimization to keep pace.

Listen for the actionable insights of Jeannie Walters, keynote speaker, author and host of the Experience Action podcast; Mark Raffan, negotiations expert, host of the Negotiations Ninja podcast; and Alain Méric, former vice president of sales at TELUS Digital.

Note: This video and transcript contain references to WillowTree, now proudly part of TELUS Digital. The insights and expertise shared in this video continue to reflect our commitment to delivering exceptional digital experiences powered by AI.

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 Loewen, vice president of marketing services at WillowTree, a TELUS Digital Company; and David Soberman, professor of marketing and Canadian national chair in strategic marketing at the Rotman School of Management at the University of Toronto.

Hear more growth marketing insights from Billie Loewen on WillowTree’s Room For Growth podcast.

Visit our website to learn more about TELUS Digital.

Note: Since publishing this episode, we’ve rebranded to TELUS Digital.

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 Digital, 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 personalization, speed and convenience.

By exploring the emotional aspects that shape consumer behavior, our expert guests provide actionable strategies for the use of AI to foster true customer loyalty..

Listen for the informative insights of customer experience keynote speakers and experts Shep Hyken, author of I’ll Be Back: How to Get Customers to Come Back Again and Again and host of the Amazing Business Radio podcast; and Colin Shaw, author of The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level and co-host of The Intuitive Customer podcast.

Visit our website to learn more about TELUS Digital.