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TELUS FINAL SCRIPT PAPER 2026 VERIFIED
SOLUTIONS FULL CONTENT
โ What technology exists to support CX transformation? Answer: Five9 and Google's CCAI platform are mature technologies available for use. โ What is the critical gap in CX transformation? Answer: The gap between buying technology and operationalizing it effectively. โ What are the three forcing functions for CX transformation in 2026? Answer: 1) Google GECX Native Integration, 2) Agent Studio GA, 3) Cost of Inaction. โ What distinguishes TELUS Digital from BPOs and tech vendors? Answer: TELUS Digital runs contact centers and builds technology, closing the gap between operations and technology. โ What is the origin of TELUS Digital?
Answer: It began as Ambergris Solutions, a contact center operation in the Philippines, founded in 2005. โ What is the enterprise value of TELUS Corporation? Answer: $26.5 billion. โ What are the four pillars of TELUS Digital's CX transformation? Answer: 1) Digital Solutions, 2) AI Transformation, 3) CX Management, 4) Trust and Safety. โ What is the significance of the 1+1=1 thesis? Answer: It emphasizes that Google GECX and Five9 should be viewed as a single integrated solution for CX transformation. โ What does Five9 provide in the context of CX transformation? Answer: Enterprise-grade cloud CCaaS with intelligent routing and omnichannel capabilities. โ What does Google GECX contribute to CX transformation? Answer: The most accurate transcription engine and AI capabilities for contact centers.
Answer: It illustrates how TELUS Digital operates at every layer of customer interaction. โ What does the term 'handoff tax' refer to? Answer: The inefficiencies and costs associated with transferring tasks between different service providers. โ What is the significance of Agent Studio going GA in January 2026? Answer: It marks a pivotal moment for migration from legacy systems and enhances client relationships. โ How does TELUS Digital ensure accountability in CX transformation? Answer: By operating all four pillars under one P&L, reducing integration risks. โ What is the expected impact of not operationalizing AI in CX? Answer: Competitors will gain a measurable advantage in faster resolution and higher customer satisfaction. โ What does TELUS Digital's heritage provide for its operations? Answer: Infrastructure, compliance architecture, and financial stability.
โ What is the role of data annotation in TELUS Digital's AI strategy? Answer: It supports the training and validation of AI models for effective deployment. โ What is the primary goal of TELUS Digital's CX transformation services? Answer: To deliver measurable outcomes rather than just technology solutions. โ What does the term 'agentic AI' refer to? Answer: AI systems designed to assist agents in real-time during customer interactions. โ What is the benefit of a native integration between Google GECX and Five9? Answer: It eliminates the integration tax and streamlines the deployment of AI in contact centers. โ What is the expected outcome for clients using TELUS Digital's services? Answer: Enhanced performance and reduced operational costs in their contact centers.
โ What is the outcome of designing the customer journey with AI? Answer: Cost-to-serve decreases, CSAT increases, and the system improves continuously. โ What is a key proof point for TELUS Digital's credibility? Answer: Ranked #1 out of 1,100+ vendors in financial services. โ What significant partnership does TELUS Digital have? Answer: 1 of 3 Apple BFSI global consulting partners. โ What is the operational speed advantage of TELUS Digital? Answer: 3x faster delivery than competing teams. โ Which major retail company saw a 400% increase using Google Shopping Agent? Answer: Macy's. โ What is the primary business impact metric for telecom and utilities? Answer: Cost per contact.
โ What is the core problem for CCaaS modernization? Answer: Agents navigating multiple disconnected systems and lack of capacity flexibility. โ What triggers the need for AI operationalization? Answer: A completed AI pilot that never reached production and low self-service containment rates. โ What is a common issue in full CX transformation programs? Answer: Multiple vendors leading to fragmented data and competing internal stakeholders. โ What is the first ask for CCaaS modernization? Answer: To walk through the current contact center infrastructure. โ What is the first ask for AI operationalization? Answer: To determine the current status of the AI initiative: live, in pilot, or in evaluation. โ What is the first ask for full CX transformation? Answer: To identify how many vendors are in the current contact center stack.
Answer: Compliance angle on Trust and Safety. โ What is the focus for retail and commerce in TELUS Digital's strategy? Answer: AI operationalization, emphasizing self-service containment.
