Voxpro Studios

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.

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 International, 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 International.

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 International.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 International.

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 International.Visit our website to learn more about TELUS International.

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 International.Visit our website to learn more about TELUS International.

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 International.

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 International.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 International. Additional resources:Everest Group survey results: Enterprise readiness for generative AI adoption in customer experience management Visit our website to learn more about TELUS International.

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 International'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, vice president of information technology services at TELUS International, 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 International.

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 WillowTree, a TELUS International 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 International.

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 International.

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 International and Chandrakant Binwani, former director, intelligent automation solutions at Automation Anywhere.To learn more about TELUS International and our digital CX solutions, contact us today.

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 International.To learn more about TELUS International and our digital CX solutions, contact us today.

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 International.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.To learn more about TELUS International and our digital CX solutions, contact us today.

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 International.To learn more about TELUS International and our digital CX solutions, contact us today.

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, vice president of customer experience innovation at TELUS International.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. To learn more about TELUS International and our digital CX solutions, contact us today.

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, vice president and managing director of AI Data Solutions at TELUS International. 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 International survey on algospeak referenced in the episode: Survey: ‘Algospeak' on the Rise in Attempt to Avoid Automated Content ModerationTo learn more about TELUS International and our digital CX solutions, contact us today.

Who, what, when, where, why and how. Introducing Questions for now, a podcast from TELUS International 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.To learn more about TELUS International and our digital CX solutions, contact us today.

Customer experience analyst and best-selling author, Matt Dixon, sits down with TELUS International Studios to share insights from his new book, "The JOLT Effect: How high performers overcome customer indecision." Matt takes us through the bane of every salesperson's existence: a long customer courtship that ends with an "I'll think about it."Leveraging a first-of-its-kind study that analyzed 2.5 million documented sales conversations through machine learning, Matt Dixon reveals that 56% of sales loss is actually caused by customer indecisiveness. Listen to the episode to gain more sales growth best practices to overcome indecision.The JOLT Effect: How high performers overcome customer indecision is available for pre-order now. To learn more about TELUS International and our digital CX solutions, contact us today.

On this episode of TELUS International Studios, we're joined by a returning guest: Professor Ryan Hamilton of Emory University and the co-author and co-host of The Intuitive Customer, a book and podcast series by the same name. Ryan joined us back in June 2020, where we first discussed the impact of COVID-19 on consumers and brands around the world. We caught up with Ryan to see what's changed since then. Tune in to hear us break down his most recent research on the science of decision making, how cognitive exhaustion has impacted our everyday lives and how the customer journey will be influenced by COVID-19 for years to come.To learn more about TELUS International and our digital CX solutions, contact us today.Click here to listen to the previous episode with Professor Ryan Hamilton.Click here to check out The Intuitive Customer podcast.

On this episode of TELUS International Studios, we're joined by Seth Earley, consultant and award-winning author of The AI Powered Enterprise. Seth has more than twenty years of expertise in data and information architecture, knowledge strategy, search based applications and information findability solutions.In the conversation, Seth shares advice for business leaders looking to incorporate AI solutions into their support model. Tune in to hear Seth's insights on navigating uncertainty in AI development while keeping customer experience at the forefront, and his take on the biggest challenges when it comes to human-machine partnerships.To learn more about TELUS International and our digital CX solutions, contact us today.Read the first chapter of Seth's book, The AI Powered Enterprise: https://www.earley.com/the-ai-powered-enterprise-chapter-1 

On this episode of TELUS International Studios, we're joined by Lukas Enzersdorfer-Konrad, chief product officer at Bitpanda. The company is an all-in-one digital platform used for investing in stocks, exchange traded funds (ETFs), metals, cryptocurrencies and crypto indices.Tune in to hear Lukas' take on hot-button issues in the investing space including memestock, building trust in the face of crypto scams, like Squidcoin, and what the future of investing might entail. Grab a note pad; you won't want to miss this!Visit our website to learn more about TELUS International and our digital CX solutions.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

On this episode of TELUS International Studios, we're joined by Ante Spittler, co-founder and CEO of Moss. The company offers an all-in-one solution for intelligent spend management, with the aim to be the leading financial management platform for businesses across Europe.Tune in to hear the origin story of Moss and how it was born from a passion to resolve common painpoints in the customer experience. Ante also shares insight in how fintech is evolving, key driving factors and the impact of regulations on the industry. Go on, give it a listen!Visit our website to learn more about TELUS International and our digital CX solutions.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

TELUS International Studios invites industry thought leaders and decision makers from the world's most disruptive brands for in-depth conversations on the latest in digital customer experience and technology. First time listening? Welcome! Here's where to start.For insights on leveraging CX as a brand differentiator and best practices for instilling company culture and values throughout the experience, check out these episodes:Patagonia: How Patagonia's employee engagement leads to great CXThe Home Depot: The Home Depot on shaping CX with strong valuesMelio Payments: How Melio uses CX as a brand-defining momentTwilio: Twilio on Digital Transformation and Software DevelopersStart-ups looking to build out their CX strategy prior to funding would be wise to gain insights directly from a venture capitalist:Activant Capital: What CX means to Venture CapitalistsInterested in AI? Whether you're looking to take a deep dive into intelligent automation or gain a fresh perspective on ethics in emerging technology, we've got you covered:Spotify: Spotify and the future of intelligent automationSinead Bovell: Coding the futureAnd to hear a story worthy of a Netflix original series, check out our episode with the 92-year-old inventor of the cellphone himself:Marty Cooper: Innovating cellular technology with Marty Cooper, inventor of the mobile phoneFeaturing the best in digital CX, and technology every other week, be sure to like, follow, share and subscribe on your favorite streaming platform so you never miss a new episode.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

On this episode of TELUS International Studios, we're joined by Sidney Madison Prescott, global head of intelligent automation at Spotify. Sidney shares her take on the future of artificial intelligence, robotic process automation and machine learning as well as some of the best practices used at Spotify to drive efficiencies.Who are the largest players in AI? Does reinforcement learning work? And how far away are we from roads filled with self-driving cars? For answers to these questions and a lot more, be sure to tune into the episode.To learn more about TELUS International and our digital CX solutions, contact us.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

On this episode of TELUS International Studios, we're joined by Gideon Pridor, chief marketing officer at Workvivo, a comprehensive digital employee engagement platform that has the feel of a social networking site. TELUS International uses Workvivo internally to keep our team members connected. In fact, there are nearly 50,000 active users on the platform daily.Tune in to hear about Workvivo, their mission, and how TELUS International has used the tool to keep its global workforce engaged, even while remote.To learn more about TELUS International and our digital CX solutions, contact us.Are you looking to better engage with your Gen Z customers? Register for our exclusive webinar taking place on October 27, at 10:30 a.m. PT / 1:30 p.m. ET / 6:30 p.m. GMT. — Gen Z and the future of customer experience: Unexpected insights CX leaders can act on now, with Jason Dorsey, acclaimed Gen Z expert and bestselling author. Register here: https://hopin.com/events/jason-dorsey-event?utm_source=podcast&utm_campaign=GenZ-See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

On this episode of TELUS International Studios, we're joined by Dottie Schindlinger, executive director of the Diligent Institute and co-host of the Corporate Director Podcast for Diligent Corporation. Diligent helps companies manage their governance, risk and compliance requirements, and the Diligent Institute serves as the research arm of the organization.Diligent not only enables company leaders to streamline the day-to-day running of governance operations, but also to turn governance into a competitive advantage through the data their SaaS platform provides. As a result, Diligent's customer base is comprised of over 700,000 board directors and leaders around the world. We hope you enjoy the episode.To learn more about TELUS International and our digital CX solutions, contact us.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

On this episode of TELUS International Studios, we're joined by Christopher Bray, Chief Revenue Officer at Aura, a digital security start-up that recently achieved unicorn status and caught the attention of high profile investors like Jeffery Katzenberg and Sujay Jaswa.Aura has been making waves recently for its pledge to back customers who suffer losses related to identity theft and fraud with up to one million dollars in coverage. Christopher shares his thoughts on how this offer, as well as Aura's approach to empathetic customer care, has impacted the company's success. He deep dives into how these components help strengthen the level of trust between Aura and its customers, all while serving as a key differentiator in the industry. Check it out.To learn more about TELUS International and our digital CX solutions, visit: www.telusinternational.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

It's difficult to imagine what modern life would be like without the cellphone. We're constantly using our phones to make everyday life more convenient and enjoyable, from listening to our favorite podcasts, connecting with loved ones, shopping online, ordering takeout, monitoring our health and much more.On this episode of TELUS International Studios, we're joined by Marty Cooper, the inventor of the first ever mobile phone, and author of Cutting the Cord: The Cell Phone Has Transformed Humanity. Marty discusses his book, how the cell phone came to be, as well as his predictions for the future of AI and cellular technology.You won't want to miss this very special conversation with a man that helped transform the modern world as we know it.To contact TELUS International, or to request a demo of our digital CX solutions, visit: https://www.telusinternational.com/contactSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

On this episode of TELUS International Studios, we're joined by Sinead Bovell, the founder of WAYE, a community where young entrepreneurs learn about business, technology, ethics and the future.Sinead dives into some of the ethical questions that companies using or designing technology need to consider, including how can we ensure marginalized groups are not left behind as technology advances and the need for computer literacy continues to rise? And, how can we bring a more ethical framework into the conversation while avoiding bias? For thoughts on these questions and more, you won't want to miss this episode.To contact TELUS International, or to request a demo of our digital CX solutions, visit: https://www.telusinternational.com/contactSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

On this episode of TELUS International Studios, Mike Jones, senior director of customer care at The Home Depot, explains how an inverted pyramid management style, along with a set of timeless core values, are fundamental to The Home Depot's CX strategy.This approach proved especially valuable over the last 18 months, when the company experienced explosive growth. You won't want to miss Mike's advice for other CX leads navigating busy periods, including how to use data to do better business, and more.To read more from this conversation with Mike Jones, senior director of customer care at The Home Depot, check out: To contact TELUS International, or to request a demo of our digital CX solutions, visit: https://www.telusinternational.com/contactSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

On this episode of TELUS International Studios, we're joined by Ingrid Olson, director of customer experience at Melio. Melio is a fintech company designed to give small businesses a way to digitally manage their B2B payments and receivables. Ingrid has had an incredible career in CX, spanning more than twenty years working for brands like Airbnb and Offerup. Olson offers a fresh perspective on the evolution of payment platforms and the technologies behind them, as well as the CX industry as a whole. How can you use CX as a brand defining moment? How can CX teams prove value to their C-Suite? What is the best way to handle periods of expansive growth? Ingrid shares her thoughts on these questions and more. To contact TELUS International, or to request a demo of our digital CX solutions, visit: https://www.telusinternational.com/contactSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Joining us on the TELUS International Studios podcast is Aidan Connolly - CEO at Cainthus, and President of AgriTech Capital, and author of the strategic business planning book, ‘2-1-4-3, a Plan for Explosive Business Growth'. Aidan dives into his outlook on the future as a self proclaimed 'unusual leader.' In this episode, you'll hear Aidan's business plan of the future, his outlook on new technologies of the future, and the future of customer experience as he sees it. Privacy Policy and California Privacy Notice.

Covid-19 restrictions have greatly impacted higher education, leaving students young and old asking the question: “are traditional degrees even worth it anymore?” This question is especially relevant as more and more organizations are offering training/development programs for team members. On this episode of TELUS International Studios, we're joined by Dan Pontefract, previous Chief Envisioner and Chief Learning Officer at TELUS. Dan launched the TELUS Transformation Office to improve workplace culture and the TELUS MBA program via University of Victoria. He speaks about the purpose of L+D, and how nurturing employees to further develop their skill sets can improve confidence, drive, fulfillment and overall company culture.

On this episode of TELUS International Studios, we're joined by Joe Gilgoff, VP of Customer Care at Daily Harvest. Since the company's start, Daily Harvest has been leading the way in centering conversations around easy, accessable, healthful foods - delivered right to your door. Part of the formula that aided in success at Daily Harvest, is the approach to customer care - where customer relationship building is key. Joe himself started his career on the customer care frontlines, and he now brings his experience and passion for white glove customer care to new levels. Joe emphasises the message that you do not have to sacrifice quality in scaling an operation. Daily Harvest closed out 2020 with triple digit growth, delivering more food in one week now than they would have delivered in their whole first year in business.

Damien Beresford, Chief Technology Officer at Nearform joins us on this episode of TELUS International Studios. Nearform has been in the spotlight over the last year for their COVID-19 contact tracing developments. Damien deep dives into the process of what it was like tackling the task of a lifetime - from the discovery phase, to working with government leaders, to ultimately designing user-friendly contact tracing services.

On this episode of TELUS International Studios, we're joined by Brian Solis, Global Innovation Evangelist at Salesforce. Brian wears many other hats as a digital anthropologist, author, and keynote speaker, so there's no shortage of insights he has to share. From how the pandemic has changed our relationship with technology, accelerated fear and anxiety, to the stress this time has had on the economy, and what it all means for your company. Brian identifies this time as the "novel economy" and he introduces a new cross-generational demographic, called Generation-N. Finally, Brian deep dives into his latest book, Lifescale: How to Live a More Creative, Productive, and Happy Life. Available on www.Lifescaling.me

On this episode of TELUS International Studios, we're joined by Richie Foley, SVP of Product and Design at LetsGetChecked. LetsGetChecked are a home diagnostics company providing groundbreaking healthcare accessibility by allowing customers to get medical testing of all types, right from the comfort of their own homes. Their services range from hormone testing, STD and wellness testing, as well as adapting to the pandemic to provide COVID testing. This episode deep dives into what the last year has been like for the company - from providing COVID testing, to working alongside various airlines to launch a transatlantic Coronavirus testing trial to demonstrate how testing can re-open travel routes and minimize the need for quarantine periods.

Minnie Fong VP of New Markets, Business Operations and Strategy at Imperfect Foods joins us on this episode of TELUS International Studios. Imperfect Foods has exploded on the scene and now serves as a tentpole for companies with missions centered around sustainability and preventing food waste. Minnie has been with the company from the start, so she shares what the explosion of success and growing pains have been like with the company.

Annette Franz, Founder and CEO of CX Journey joins us on this episode of TELUS International Studios. Annette has been accelerating the industry for 20 years, analyzing companies and helping them strategically nail CX. In the interview, she also warns companies of the consequences of when CX falls to the wayside.

On this episode of TELUS International Studios, we chat with Peter Ryan of Ryan Strategic Advisory. A former guest of the podcast way back in 2017, Peter offers a unique approach to which technology has remained on top, how the world of CX has shifted because of the COVID-19 pandemic, the use of analytics to understand your customer base, and how society's needs have changed since then. You can find more from Peter on RyanAdvisory.com and LinkedIn.

Starting a new business or a side hustle can seem scary, but after years working for the biggest tech companies in the world, Mark Quinn took the plunge. Mark is currently the Head of Engineering Operations at Waymo, and has worked at a very high level for tech giants like Apple, Amazon and LinkedIn. But now, Mark is the Founder and CEO of Eyelinez, a new company looking to engage virtual meetings and conversations with a more meaningful connection. In this episode, Mark shares insights from his incredible career so far, starting with his experience in the U.S. Airforce up until today - and how he continues to use these insights in his own business model at Eyelinez.

Companies have had to digitize their business processes at rapid speed due to the COVID-19 pandemic. Twilio is one of the companies keeping very busy during this time by helping the rest of the world's companies adapt to the modern reality of having to do business. We've seen six years of digital transformation happen in under a year - skipping over bureaucracy and decision making that holds up modernization. As many companies move from single channel to multichannel communication, they are using Twilio's communication technology to reimagine the business process. What advice does our guest Glenn Weinstein, Chief Customer Officer at Twilio have for business leaders? Look for ways to let your software developers solve problems.

During this extremely difficult year, we have had the privilege to talk to incredible people on TELUS International Studios who have made great strides, predictions, and even offered guidance to employees and business leaders to help make it through this period. Happy new year from all of us at TELUS International! We look forward to having you join us in 2021 for more interviews with top companies and CX leaders.