What does IDC research reveal about the untapped potential of CX partnerships? (feat. Robin Jakobsen)

from Questions for now - Compelling perspectives on digital CX

On this episode, we explore why enterprises often trust their CX service partners with their customers — but not their revenue.A new IDC study, sponsored by TELUS Digital, reveals a striking imbalance between the percentage of enterprises that rely on a CX service partner for support and analytics and those that engage those same partners for inbound B2B or B2C sales, despite revenue growth ranking among their top desired outcomes.Host Robert Zirk sits down with Robin Jakobsen, director of product strategy for Customer Experience Management at TELUS Digital, to find out what's behind that disparity and what enterprises could gain from closing the gap. Along the way, the two discuss a shift from outsourcing as a defensive cost center to a CX partnership enabling revenue growth.Visit our website to learn more about TELUS Digital.Show notesDownload the full IDC InfoBrief, "From Efficiency to Excellence: Driving Enterprise Value Through Customer Experience Partnerships": https://www.telusdigital.com/insights/customer-experience/resource/idc-cx-outsourcing-revenue-growth-research

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This episode was published on March 12, 2026.

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