TELUS International, rebranding to TELUS Digital Experience (TELUS Digital) later in the third quarter, has been named a Leader in the Everest Group Customer Experience Management (CXM) Services PEAK Matrix® Assessment - Americas for the sixth consecutive year. (Graphic: Business Wire)
Everest Group selects TELUS Digital as a Leader for the Sixth Consecutive Year in its PEAK Matrix® for CXM Services (Graphic: Business Wire)
TELUS Digital’s ‘Innovation and Investments’ and ‘Scope of Services Offered’ are highlighted in the report alongside its GenAI offerings, including Fuel iX and GenAI Jumpstart Accelerator
VANCOUVER, British Columbia, September 10, 2024--(BUSINESS WIRE)--TELUS International, rebranding to TELUS Digital Experience (TELUS Digital) later in the third quarter (NYSE and TSX: TIXT), has been named a Leader in the Everest Group Customer Experience Management (CXM) Services PEAK Matrix® Assessment - Americas for the sixth consecutive year. TELUS Digital was one of only six companies positioned in the Leader category from a cohort of 43 assessed service providers in 2024. The company has a diverse, end-to-end portfolio of digital customer experience services and solutions, including omnichannel support, AI and automation technologies, such as chatbots and virtual assistants, and generative AI (GenAI)-powered solutions. Both Fuel iX, TELUS Digital’s enterprise-grade GenAI engine that enables seamless switching between large language models (LLMs) and clouds, and its GenAI Jumpstart Accelerator, a streamlined engagement taking clients from the whiteboard to a working GenAI-powered virtual assistant prototype in eight weeks, were highlighted in the report.
"TELUS Digital provides a comprehensive suite of solutions across the customer life cycle, integrating GenAI tools with key front-end design capabilities, advanced analytics, automation, and self-service options like asynchronous messaging to drive digital transformation in CXM," said Sharang Sharma, Vice President at Everest Group. "TELUS Digital offers human expertise enhanced by cutting-edge technology, resulting in superior customer experience. Their adoption of GenAI, strategic partnerships, and the establishment of Centers of Excellence have bolstered their offerings, including Fuel iX, Fuel EX, and the GenAI Jumpstart Accelerator. This focus on innovation, talent, and customer relationships has solidified TELUS Digital’s position as a Leader in Everest Group’s Customer Experience Management (CXM) Americas – PEAK Matrix® Assessment 2024."
Everest Group highlighted the strength of TELUS Digital’s technology partner ecosystem to offer incremental and complementary solutions, such as advanced analytics and automation, enterprise platforms, remote agent assistance, self-serve solutions, omnichannel solutions and consulting. Buyers interviewed as part of the Everest Group assessment described TELUS Digital’s culture and skilled talent pool, innovation, rapidity in implementation, ease of doing business and availability, language skills, performance management, strong management team and policy adoption as key assets.
"Being honoured as a Leader on Everest Group’s influential CXM Services PEAK Matrix® for six consecutive years is a powerful affirmation of the relentless passion and dedication our team members have demonstrated on a sustained basis to solve our clients' most pressing challenges," said Jason Macdonnell, President, TELUS Digital Customer Experience. "This achievement is a direct result of our ongoing investments in attracting and retaining top-tier talent and enhancing our digital CX capabilities through organic growth, innovation and technology partnerships supplemented by thoughtful acquisitions over the years. By integrating advanced digital solutions with human expertise, we've consistently delivered superior customer experiences that drive real value for our clients. This recognition reaffirms our commitment to staying at the forefront of the industry, continuously evolving our capabilities to meet the ever-changing demands of the market and ensuring long-term success for our clients."
Everest Group evaluated and ranked 43 CXM service providers for the 2024 CXM Services PEAK Matrix® Assessment - Americas based on market impact, vision and capability. Each provider offered a comprehensive look at its service focus, key IP/solutions, domain investments and case studies for the research process, and provided buyers for reference interviews. Everest Group PEAK Matrix® assessments provide comparative evaluations of providers, locations, and products and solutions within various market segments.
To learn more about TELUS Digital’s leading digital CX solutions in the Americas and globally, please visit: www.telusinternational.com
About TELUS International TELUS International, rebranding to TELUS Digital Experience (TELUS Digital) later in the third quarter (NYSE & TSX: TIXT), designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS International’s integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation and end-to-end AI data solutions including computer vision capabilities, as well as omnichannel CX and trust and safety solutions including content moderation. Fueling all stages of company growth, TELUS International partners with brands across strategic industry verticals, including tech and games, communications and media, ecommerce and fintech, banking, financial services and insurance, healthcare, and others.
TELUS International’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. Since 2007, the company has positively impacted the lives of more than 1.2 million citizens around the world, building stronger communities and helping those in need through large-scale volunteer events and charitable giving. Five TELUS International Community Boards have provided $5.6 million in funding to grassroots charitable organizations since 2011. Learn more at: telusinternational.com.
