How can start-ups achieve the same world-class customer experience as a Fortune 500 company?

Questions for now - Compelling perspectives on digital CX

Questions for now - Compelling perspectives on digital CX

40:54

Taxes, Voting, Recycling—oh my! After navigating this jungle of grown-up responsibilities together, we're taking a quick summer breather to recharge our adulting batteries. But before we temporarily hang up our responsible pants, join us for this special episode packed with our favorite kernels of wisdom from the season so far AND get an exclusive preview of the fresh adulting adventures awaiting you when Grown-Up Stuff returns in late summer! Think of this episode as your adulting victory lap—complete with confetti and zero paperwork required! See omnystudio.com/listener for privacy information.…

2 years ago 26:44

MP3•Episode home

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

On this episode, we discuss how start-ups can deliver exceptional customer experience (CX) with limited resources — and how businesses of all sizes can use these tactics to thrive in a competitive environment.

To succeed in the marketplace, start-ups need to provide CX that's seamless, simple and positive. Join us as we discuss how the most successful businesses leverage technology to prioritize empathy and humanity in interactions, all while gaining a deeper understanding of their customers.

Listen for the actionable insights of Alroy Almeida, director of deep tech at Velocity, one of Canada's leading start-up incubators, and Brian Hannon, global head of customer experience innovation at TELUS Digital.

Visit our website to learn more about TELUS Digital.

30 episodes

How can start-ups achieve the same world-class customer experience as a Fortune 500 company?

published 2 years ago

MP3•Episode home

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

Visit our website to learn more about TELUS Digital.

30 episodes

All episodes

1
Presenting: What The Fraud? — The business of trust 41:49

8 days ago41:49

41:49

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.…

1
How can you alleviate cost pressures in customer experience? (feat. Adrian Swinscoe & Jelena Bajic) 32:11

18 days ago32:11

32:11

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

1
How can brands scale their digital customer success programs efficiently? (feat. Samantha David of monday.com) 30:12

8 weeks ago30:12

30:12

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.…

1
What trends are shaping trust and safety programs in 2025? (feat. Peter Ryan and Ljubiša Velikić) 32:24

11 weeks ago32:24

32:24

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 notes 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 .…

1
How can crypto and fintech brands prevent fraud and maintain customer trust? (feat. Amanda Wick) 34:20

15 weeks ago34:20

34:20

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.…

1
Is automation the key to more human, personalized experiences? (feat. Bal Mahal and David Wachs) 26:51

21 weeks ago26:51

26:51

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

1
Is experience management the new customer experience? (feat. Ian Golding and Diane Magers) 37:14

24 weeks ago37:14

37:14

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…

1
The era of AI-driven personalization is here. What now? (feat. Mark Abraham and David Caudle) 31:47

28 weeks ago31:47

31:47

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.…

1
What big questions should CX leaders ask to improve customer outcomes? 20:13

35 weeks ago20:13

20:13

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.…

1
How can brands turn customer success into their second growth engine? (feat. Daphne Costa Lopes of HubSpot) 30:51

38 weeks ago30:51

30:51

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.…

1
How can leaders win and optimize investment in CX? (feat. Jeannie Walters, Mark Raffan and Alain Méric) 36:08

41 weeks ago36:08

36:08

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.…

1
How can you maintain customer affinity while rebranding? (feat. Billie Loewen and David Soberman) 33:13

46 weeks ago33:13

33:13

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.…

1
What does customer loyalty look like in the age of AI? (feat. Shep Hyken and Colin Shaw) 33:16

50 weeks ago33:16

33:16

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.…

1
How can you act as a customer experience change agent in your organization? (feat. Blake Morgan and Lori Branton) 29:53

1 year ago29:53

29:53

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.…

1
How can brands design and deliver seamless customer experiences? (feat. David Avrin and Jim Mitchell) 30:59

1 year ago30:59

30:59

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.…

Questions for now - Compelling perspectives on digital CX

1
How can brands deliver experiences that create loyal customer advocates? (feat. Jay Baer, Brittany Hodak and Rajiv Dhand) 43:04

1 year ago43:04

43:04

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.…

Questions for now - Compelling perspectives on digital CX

1
What is the Frank And Oak secret for adapting to changing customer preferences? 21:19

1 year ago21:19

21:19

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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. Founded in 2012 as an online-only menswear retailer, Frank And Oak used data and insights from customers to change course over the following decade, reinventing itself as a sustainable lifestyle brand with both an online and brick and mortar presence. Listen for the informative insights of Nadia Famularo, director of operations and customer success at Frank And Oak, as she discusses how data-driven decision making influences Frank And Oak’s business strategy, how the company leverages technology to enhance the customer experience and why CX leaders must ensure the voice of the customer is heard in their organizations. Visit our website to learn more about TELUS Digital.…

Questions for now - Compelling perspectives on digital CX

1
What trends are shaping customer experiences in 2024? 27:51

1 year ago27:51

27:51

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we discuss customer experience trends – and how these trends are impacting CX leaders’ priorities in 2024. Drawing on decades of experience and conversations with CX executives at some of the world’s top brands, our expert guests speak to the challenges and opportunities in leveraging customer data, the impact of AI on customer interactions, what brands are looking for from outsourcing partners and much more. Listen for the compelling insights of Annette Franz, founder and CEO of CX Journey Inc., and Kory Laszewski, vice president of global sales at TELUS Digital. Want to dive deeper on the latest trends in CX? Download a copy of 2024 CX Leaders & Trends Insights by Execs In The Know, in partnership with TELUS Digital. Additional resources: Everest Group survey results: Enterprise readiness for generative AI adoption in customer experience management Visit our website to learn more about TELUS Digital.…

Questions for now - Compelling perspectives on digital CX

1
How can employee-facing technology improve your customer experience? 24:32

1 year ago24:32

24:32

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we explore the relationship between employees and technology — and how brands can harness employee-facing technology to improve their customer experience. Tools like agent-assist bots and internal collaboration platforms can enable team members to work effectively and efficiently — in turn, increasing employee engagement and customer satisfaction. Our expert guests share how — and why — technology centered around formulas like the service-profit chain, and TELUS Digital’s Culture Value Chain, can help brands and their employees keep customers happy while strengthening financial performance. Listen for the compelling perspectives of Hugo Sampaio, former vice president of information technology services at TELUS Digital, and Thomas Hollmann, clinical associate professor, department of marketing and executive director, Center for Services Leadership at Arizona State University. Visit our website to learn more about TELUS Digital.…

Questions for now - Compelling perspectives on digital CX

1
Has the time come to prioritize voice-first experiences? 31:14

2 years ago31:14

31:14

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we explore whether voice-first experiences will be as ubiquitous as the internet and smartphones — and how brands can prepare for a voice-first future. Voice technology offers distinct advantages over other forms of inputs, allowing for lower effort customer interactions, increased efficiency and improved accessibility. With recent advancements in generative AI, voice-first experiences – the combined process of voice recognition and natural language processing – have the potential to completely transform how we interact with our devices in our everyday lives, leveraging multimodal environments to create the ultimate interface. Listen for the compelling insights of Tobias Dengel, president of TELUS Digital Solutions WillowTree, a TELUS Digital Company , and Bret Kinsella, founder, CEO, and research director of Voicebot.ai . Tobias’s book, The Sound of the Future: The Coming Age of Voice Technology , is available for purchase in hardcopy, digital and audiobook formats. Visit our website to learn more about TELUS Digital.…

Questions for now - Compelling perspectives on digital CX

1
Are these digital CX resolutions on your list for 2024? 20:49

2 years ago20:49

20:49

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we look back at our first season of Questions for now — and highlight six customer experience (CX) resolutions to consider as your brand rings in the new year. We’ve asked a number of big questions this past season, covering topics like automation, changing customer preferences, algospeak and more. Join us as we recap some of the actionable insights shared by CX thought leaders. Visit our website to learn more about TELUS Digital.…

Questions for now - Compelling perspectives on digital CX

1
What do people get wrong about automation? 26:10

2 years ago26:10

26:10

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we ask big questions to debunk prominent myths and misconceptions surrounding automation in customer experience (CX). Questions like: Are automation tools going to replace human agents? Why do up to half of all automation projects fail? Is automation too expensive? Is automation only for the biggest companies? Along the way, we weave in recent data, experiences and thoughts from two expert guests, showing why organizations are increasingly turning to automation to deliver a more streamlined and efficient customer experience. Listen for the compelling insights of Nigel Devaraj, senior product manager, hyperautomation at TELUS Digital and Chandrakant Binwani, former director, intelligent automation solutions at Automation Anywhere. Visit our website to learn more about TELUS Digital.…

Questions for now - Compelling perspectives on digital CX

1
How can start-ups achieve the same world-class customer experience as a Fortune 500 company? 26:44

2 years ago26:44

26:44

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we discuss how start-ups can deliver exceptional customer experience (CX) with limited resources — and how businesses of all sizes can use these tactics to thrive in a competitive environment. To succeed in the marketplace, start-ups need to provide CX that's seamless, simple and positive. Join us as we discuss how the most successful businesses leverage technology to prioritize empathy and humanity in interactions, all while gaining a deeper understanding of their customers. Listen for the actionable insights of Alroy Almeida, director of deep tech at Velocity, one of Canada's leading start-up incubators, and Brian Hannon, global head of customer experience innovation at TELUS Digital. Visit our website to learn more about TELUS Digital.…

Questions for now - Compelling perspectives on digital CX

1
How can brands rethink data security to maintain customer trust? 31:16

2 years ago31:16

31:16

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we discuss the connection between cybersecurity and digital customer experience — and how rethinking data security can help maintain customer trust. Listen for the compelling insights of Dr. Dave Chatterjee, associate professor, management information systems at the University of Georgia and Steve Jablonski, vice president of information security at TELUS Digital. The threat landscape is changing and brands can’t treat security as an afterthought. Cybersecurity experts are calling for businesses to incorporate security by design, a principle that builds security considerations into the very foundation of new products, services and processes. This proactive approach can bolster defenses against data breaches and invasions of privacy, and as a result, plays an important role in maintaining customer trust. Tune in to Dr. Chatterjee’s show, The Cybersecurity Readiness Podcast , for more conversations about cybersecurity. Visit our website to learn more about TELUS Digital.…

Questions for now - Compelling perspectives on digital CX

1
How can brands leverage innovation to recruit top-tier talent? 25:38

2 years ago25:38

25:38

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. The job market is changing at a faster pace than ever, and to keep up, brands need to continually recalibrate their recruitment processes to ensure they’re attracting top candidates. A shift in strategy and the leveraging of technology and automation can help companies position themselves as employers of choice. On this episode, we discuss talent recruitment in a competitive job market — and the ways brands can innovate to stand out. Listen for the compelling perspectives of Tricia Williams, director, research, evaluation and knowledge mobilization at Future Skills Centre , and Pamela Rodas, senior director, global talent acquisition at TELUS Digital. Visit our website to learn more about TELUS Digital.…

Questions for now - Compelling perspectives on digital CX

1
How do customer expectations change in difficult economic climates? 21:07

2 years ago21:07

21:07

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we discuss how customer expectations change in difficult economic climates — and the ways brands can adapt. Listen for insights from Charles Lindsey , associate professor of marketing at University at Buffalo School of Management, and Pete Tapley, former vice president of customer experience innovation at TELUS Digital. Rising inflation is making consumers think twice, and think differently, about their purchases. Likewise, many brands are working with tighter budgets, and facing heightened pressure as they strive to do more with less. Join us as we look at where we are now and what brands can do to meet customer expectations today and well into the future. Visit our website to learn more about TELUS Digital.…

Questions for now - Compelling perspectives on digital CX

1
How can brands keep up with algospeak? 21:11

2 years ago21:11

21:11

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we discuss algospeak — online language meant to evade algorithmic detection — and how you can keep up. Listen for the compelling perspectives of Dr. Jamie Cohen , assistant professor at Queens College, City University of New York, and Siobhan Hanna, former vice president and managing director of AI Data Solutions at TELUS Digital. A combination of 'algorithm' and 'speak,' algospeak is the collection of codewords, slang, deliberate typos, emojis and the use of different words that sound or have a meaning that is similar to the intended one. The use of algospeak raises important questions for brands with online communities. Learn more about the TELUS Digital survey on algospeak referenced in the episode: Survey: ‘Algospeak’ on the Rise in Attempt to Avoid Automated Content Moderation Visit our website to learn more about TELUS Digital.…

Questions for now - Compelling perspectives on digital CX

1
A trailer for now: Questions for now - Compelling perspectives on digital CX 0:58

2 years ago0:58

0:58

Who, what, when, where, why and how. Introducing Questions for now , a podcast from TELUS Digital sharing compelling perspectives on the digital customer experience (CX). Join host Robert Zirk as he asks big thinkers today’s big questions. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of actionable insights that listeners can apply in their organizations today. Subscribe and listen to Questions for now on your podcast player of choice, and look to your feed for a new episode soon. Visit our website to learn more about TELUS Digital.…

Questions for now - Compelling perspectives on digital CX

1
How Patagonia's employee engagement leads to great CX 40:53

5 years ago40:53