The Future of Customer Experience: TELUS Digital's Journey from Telecom to Global Technology Leader

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What happens when you combine cutting-edge AI with a deeply human approach to customer care? TELUS Digital provides the answer, demonstrating how a 20-year journey has transformed a Canadian telecom offshoot into a global digital powerhouse operating across 32 countries with 78,000 employees.
Monty Hamilton, Chief Product and Marketing Officer at TELUS Digital, takes us behind the scenes of their innovative approach to digital transformation. Rather than simply putting "humans in the loop," TELUS embraces what they call "humanity in the loop" – making people the foundation of everything they do. This philosophy has allowed them to leverage their diverse global footprint to create personalized customer experiences that blend technological innovation with human insight.
The conversation explores how TELUS Digital is revolutionizing customer care through AI-powered solutions including real-time translation, voice accent neutralization, and their groundbreaking Fuel IX platform. This technology enables personalized agent training that reduces onboarding time by 25% while building team member confidence and improving service quality. We also discover how their TELUS Days of Giving program builds schools in Guatemala, restores orphanages in El Salvador, and revitalizes industrial sites in India – often inviting clients to participate alongside team members.
For businesses at any stage of their digital transformation journey, Hamilton offers an encouraging message: "There's never been a better time to start." With today's accessible technology tools and affordable computing power, organizations don't need massive budgets to achieve meaningful transformation. The key is listening to customers, embracing new technologies thoughtfully, and maintaining a foundation of human values throughout the process.
Ready to transform your customer experience? Discover how balancing cutting-edge technology with deeply human values can create exceptional results for your organization. The TELUS Digital story shows that when humanity leads and technology follows, extraordinary things happen.

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Chapters

1. Introduction to TELUS Digital (00:00:00)

2. Humanity in the Loop Approach (00:02:06)

3. Global Collaboration Across Time Zones (00:05:13)

4. AI and Customer Care Innovation (00:07:44)

5. TELUS Days of Giving (00:11:33)

6. Navigating Technology Transformation (00:15:25)

7. Future Outlook and Closing Thoughts (00:19:20)