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

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.…

Questions for now - Compelling perspectives on digital CX

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

7 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 .…

Questions for now - Compelling perspectives on digital CX

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

12 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.…

Questions for now - Compelling perspectives on digital CX

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

17 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?…

Questions for now - Compelling perspectives on digital CX

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

21 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…

Questions for now - Compelling perspectives on digital CX

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

25 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.…

Questions for now - Compelling perspectives on digital CX

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

31 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.…

Questions for now - Compelling perspectives on digital CX

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

34 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.…

Questions for now - Compelling perspectives on digital CX

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

37 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.…

Questions for now - Compelling perspectives on digital CX

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

42 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.…

Questions for now - Compelling perspectives on digital CX

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

47 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.…

Questions for now - Compelling perspectives on digital CX

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

51 weeks 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.…

Questions for now - Compelling perspectives on digital CX

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