Questions for now - Compelling perspectives on digital CX
by TELUS Digital
Listen to Questions for now to hear big thinkers discuss today’s big questions in digital CX. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of compelling perspectives and actionable insights.
Episodes
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Is your website a help or a hindrance to your customer service? (feat. Contentful)
On this episode, we ask whether your website is quietly driving contact volumes — and how the right strategy can cut avoidable calls before they happen. When a customer can't find an answer on your website, their need doesn't just disappear. It becomes a call or a ticket for your support team....
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How can agentic AI drive customer and revenue engagement? (feat. Salesforce)
On this episode, we explore how agentic AI is turning the contact center into a growth engine — and how to make that shift without losing customer trust. Salesforce is framing the 2026 Dreamforce conference around the agentic enterprise: organizations where AI agents handle routine work...
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Why doesn't your contact center AI know what your best agents know?
On this episode, we ask why the knowledge top contact center agents have often never reaches contact center AI systems — and what it takes to build a feedback loop that captures it. The most valuable knowledge in a contact center lives in two places: call transcripts, and the people already...
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You deployed AI in your contact center. Now what? (feat. Ryan Strategic Advisory)
On this episode, we look at where enterprise CX AI actually stands in 2026 — and why deployment and performance are not the same thing. The Enterprise CX AI: 2026 Global Survey, conducted by Ryan Strategic Advisory and commissioned by TELUS Digital, reached 815 enterprise CX decision-makers...
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How well have you tested your CX AI models, chatbots and agents?
On this episode, we explore what rigorous AI safety testing looks like for customer-facing AI — and why most deployments carry more risk than the teams running them expect. Testing AI before launch is standard practice. But one-time manual testing treats AI like a deterministic system. Model...
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How do you move from chaos to clarity with CX AI? (feat. Zendesk)
On this episode, we explore AI orchestration in contact centers — and what CX leaders need to know to move from digitized chaos to operational clarity. Most brands have implemented AI in their customer experience operations to some degree. But when systems are siloed, data is fragmented and...
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How is AI simulation reinventing contact center agent training? (feat. ElevenLabs)
On this episode, we explore how realistic voice simulations are accelerating agent readiness — and what CX leaders need to know to implement AI training at scale. Generative AI and voice simulation technology are fundamentally transforming how organizations prepare agents for service delivery.…
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What does IDC research reveal about the untapped potential of CX partnerships? (feat. Robin Jakobsen)
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…
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Is sales misalignment costing you customers? (feat. Robin Jakobsen and Shawn Casemore)
On this episode, we explore the critical connection between sales and customer experience teams — and why a misalignment might be costing you customers, revenue and brand reputation. When sales sets expectations that CX can’t meet, customers may churn faster than you can acquire them, wasting…
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Is your agent experience powering your CX — or sabotaging it? (feat. Ken Hughes and Estuardo "Ligo" Ligorría)
On this episode, we explore the hidden cost of overlooking agent experience — and how it impacts your customers. Your contact center agents handle hundreds of customer interactions every week, from routine questions to complex issues. When your agents feel empowered, they resolve problems with...
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What five questions should CX leaders ask to improve customer outcomes in 2026?
On this episode, our expert guests from this year’s past episodes each share one critical question that customer experience (CX) leaders need to ask themselves to deliver better customer outcomes in 2026. We've compiled the most important questions from our conversations this year — each one...
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What are the AI compliance trends leaders can’t ignore in 2026? (feat. Jeff Brown and Natália Fritzen)
On this episode, we explore why customer experience (CX) leaders need to be aware of developments in AI compliance in 2026 — and why a “light touch” approach puts your CX at risk. The era of voluntary AI oversight is over. Binding regulations are now enforceable globally. AI-powered fraud is...
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How do customer success leaders become strategic partners? (feat. Kelly McGuire and Tom Pelisson)
On this episode, we explore what it takes to shift from vendor to strategic partner — and why good metrics alone don't guarantee renewals. The difference between vendors who survive consolidation and those who don't isn't performance — it's relationships. Drawing from real customer success...
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Why do satisfied customers leave? (feat. Joey Coleman and Brian Breslin)
On this episode, we explore why satisfied customers leave — and what it takes to turn satisfaction into lasting loyalty. Most B2B and B2C businesses assume that satisfied customers will stay. But research shows that 20 to 70% of new customers leave within their first 100 days — even when they…
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Why should CX leaders care about data neutrality? (feat. Amith Nair and Prof. Renato Vicente)
On this episode, we explore data neutrality — and why ensuring unbiased, reliable data is fundamental to delivering AI-powered customer experiences. AI is everywhere in today’s customer experiences, from chatbots handling order inquiries to copilots that help agents provide better support.…
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Presenting: AI Unraveled — The Future of AI Safety Testing
We’re bringing you a recent release of AI Unraveled, a podcast exploring groundbreaking research, innovative applications and emerging technologies that are pushing the boundaries of AI. On the episode “The Future of AI Safety Testing,” Bret Kinsella, GM of Fuel iX™ at TELUS Digital, shared his...
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Are you leaving revenue on the table in customer experience? (feat. Cami Ferreira and Richard Bledsoe)
On this episode, we explore strategies that transform customer experience into a revenue engine — and how to communicate CX wins with language that resonates with C-suite executives. As customer expectations increase and budgets tighten, organizations are looking for ways to quantify the value of...
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Presenting: What The Fraud? — The business of trust
We’re bringing you a recent release of What The Fraud?, a podcast from our partners at Sumsub, a global leader in identity verification, compliance and fraud prevention. On the episode, "The Business of Trust: Making Security Your Competitive Edge," Carolyn Fox, director of trust and safety at...
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How can you alleviate cost pressures in customer experience? (feat. Adrian Swinscoe & Jelena Bajic)
On this episode, we explore how to alleviate cost pressures in customer experience — and unlock the potential for CX to drive business growth. CX leaders face several competing pressures: budget constraints, the need to demonstrate ROI and rising customer expectations. Our expert guests provide...
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How can brands scale their digital customer success programs efficiently? (feat. Samantha David of monday.com)
On this episode, we explore how B2B SaaS platform monday.com has scaled its digital customer success programs to support rapid growth — and how these programs are optimized to meet each customer at their specific point along the customer journey. As businesses expand, there are more customers to...
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What trends are shaping trust and safety programs in 2025? (feat. Peter Ryan and Ljubiša Velikić)
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...
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How can crypto and fintech brands prevent fraud and maintain customer trust? (feat. Amanda Wick)
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...
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Is automation the key to more human, personalized experiences? (feat. Bal Mahal and David Wachs)
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...
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Is experience management the new customer experience? (feat. Ian Golding and Diane Magers)
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...
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The era of AI-driven personalization is here. What now? (feat. Mark Abraham and David Caudle)
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...
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What big questions should CX leaders ask to improve customer outcomes?
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…
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How can brands turn customer success into their second growth engine? (feat. Daphne Costa Lopes of HubSpot)
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...
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How can leaders win and optimize investment in CX? (feat. Jeannie Walters, Mark Raffan and Alain Méric)
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…
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How can you maintain customer affinity while rebranding? (feat. Billie Loewen and David Soberman)
Note: This video and transcript contain references to WillowTree, now proudly part of TELUS Digital. The insights and expertise shared in this video continue to reflect our commitment to delivering exceptional digital experiences powered by AI. On this episode, we explore the connection between...
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What does customer loyalty look like in the age of AI? (feat. Shep Hyken and Colin Shaw)
Note: Since publishing this episode, we’ve rebranded to 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...
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How can you act as a customer experience change agent in your organization? (feat. Blake Morgan and Lori Branton)
Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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...
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How can brands design and deliver seamless customer experiences? (feat. David Avrin and Jim Mitchell)
Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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...
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How can brands deliver experiences that create loyal customer advocates? (feat. Jay Baer, Brittany Hodak and Rajiv Dhand)
Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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...
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What is the Frank And Oak secret for adapting to changing customer preferences?
Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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…
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What trends are shaping customer experiences in 2024?
Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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…
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How can employee-facing technology improve your customer experience?
Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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…
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Has the time come to prioritize voice-first experiences?
Note: This episode contains references to WillowTree, now proudly part of TELUS Digital. The insights and expertise shared in this episode continue to reflect our commitment to delivering exceptional digital experiences powered by AI. On this episode, we explore whether voice-first experiences…
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Are these digital CX resolutions on your list for 2024?
Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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...
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What do people get wrong about automation?
Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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…
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How can start-ups achieve the same world-class customer experience as a Fortune 500 company?
Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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…
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How can brands rethink data security to maintain customer trust?
Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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,...
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How can brands leverage innovation to recruit top-tier talent?
Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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...
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How do customer expectations change in difficult economic climates?
Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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...
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How can brands keep up with algospeak?
Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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...
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A trailer for now: Questions for now - Compelling perspectives on digital CX
Who, what, when, where, why and how. Introducing Questions for now, a podcast from TELUS Digital 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...
About this show
Listen to Questions for now to hear big thinkers discuss today’s big questions in digital CX. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of compelling perspectives and actionable insights.
Hosted by
TELUS Digital
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