Claim OwnershipQuestions for now - Compelling perspectives on digital CX
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Listen to Questions for now to hear big thinkers discuss today’s big questions in digital CX. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of compelling perspectives and actionable insights.
64 Episodes
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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, global vice president, customer experience operations and transformation at TELUS Digital.Show notesTune 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.
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, vice president, trust and safety at TELUS Digital.Show notesWant 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 for pre-order wherever books are sold.Visit our website to learn more about TELUS Digital.
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, 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.Visit our website to learn more about TELUS Digital.Show notesFor 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 notesIan’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, 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.Visit our website to learn more about TELUS Digital.
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, CX expert, host of the Experience Action podcast and CEO of Experience Investigators; Mark Raffan, negotiations expert, host of the Negotiations Ninja podcast and CEO of Negotiations Ninja; and Alain Méric, vice president of sales at TELUS Digital.Access Forrester's Budget Planning Guide 2025: Customer Experience for insights on where to increase, decrease or experiment with your CX budgets for 2025.
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.
Note: Since publishing this episode, we’ve rebranded to TELUS Digital.On this episode, we explore customer-focused leadership — and the steps CX leaders can take to cultivate and champion a customer-centric culture in their organizations.Customer centricity goes beyond providing good customer service, relying on company leadership to consider every decision, action and strategy from the perspective of the customer. Leaders who foster a customer-centered mindset best position their organizations to attract and retain customers, with a number of studies validating the correlation between customer-focused leadership and CX success.Listen for the actionable insights of Blake Morgan, customer experience futurist, keynote speaker and author of The 8 Laws of Customer-Focused Leadership, and Lori Branton, global vice president of client success at TELUS Digital.Blake's new book, The 8 Laws of Customer-Focused Leadership, is available for purchase on Amazon or at 8CXLaws.com.Visit our website to learn more about TELUS Digital.
Note: Since publishing this episode, we’ve rebranded to TELUS Digital.On this episode, we discuss the importance of reducing customer effort — and the steps brands can take to design and deliver seamless customer experiences.Today, customers demand speed and efficiency. It is up to brands to rise to that challenge. Research from HubSpot indicates that 9 out of 10 customers consider an immediate response from customer service to be “essential” or “very important”, with 6 out of 10 defining “immediate” as a response in under 10 minutes.Through real-world examples and actionable insights, our expert guests share how to identify potential areas of improvement and refine CX processes to exceed expectations, eliminate friction and build lasting loyalty.Listen for the compelling perspectives of David Avrin, customer experience speaker, consultant and author of Ridiculously Easy to Do Business With, and Jim Mitchell, vice president of customer experience and digital innovation at TELUS Digital.Visit our website to learn more about TELUS Digital.
Note: Since publishing this episode, we’ve rebranded to TELUS Digital.On this episode, we discuss a longstanding focus for customer experience (CX) leaders — loyalty — and the role of CX delivery in creating customer advocates and word of mouth.According to Nielsen, 88% of consumers trust recommendations from friends and family over all other forms of advertising. Despite the evidence that word of mouth, facilitated through exceptional customer experiences, remains a pivotal factor in shaping business outcomes, many businesses do not have a defined word of mouth strategy.Our expert guests share their perspectives on how to transform satisfied customers into loyal advocates. Along the way, they discuss brand ‘superfans’ and how to introduce unexpected moments along the customer journey — called ‘talk triggers’ — to prompt proactive word of mouth.Listen for the compelling insights of Jay Baer, author of Talk Triggers: The Complete Guide to Creating Customers with Word-of-Mouth; Brittany Hodak, author of Creating Superfans: How To Turn Your Customers Into Lifelong Advocates; and Rajiv Dhand, regional vice president for Asia Pacific and Africa at TELUS Digital.Visit our website to learn more about TELUS Digital.
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