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 support and the same amount of time in each day. That means customer success teams face the challenge of ensuring clients derive maximum value from products or services at scale. This growth can make pro...
Jun 23, 2025•30 min•Ep. 25
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 pr...
May 29, 2025•32 min•Ep. 24
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 d...
Apr 29, 2025•34 min•Ep. 23
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 loya...
Mar 20, 2025•27 min•Ep. 22
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...
Feb 25, 2025•37 min•Ep. 21
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 succe...
Jan 28, 2025•32 min•Ep. 20
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....
Dec 12, 2024•20 min•Ep. 19
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...
Nov 21, 2024•31 min•Ep. 18
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 inv...
Oct 30, 2024•36 min•Ep. 17
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 ...
Sep 26, 2024•33 min•Ep. 16
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 technology partner of TELUS Digital, 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 wher...
Aug 27, 2024•33 min•Ep. 15
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 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 organization...
Jul 30, 2024•30 min•Ep. 14
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 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 “imm...
Jun 27, 2024•31 min•Ep. 13
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 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 ...
May 30, 2024•43 min•Ep. 12
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 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 onl...
Apr 29, 2024•21 min•Ep. 11
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 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....
Mar 27, 2024•28 min•Ep. 10
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 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 ar...
Feb 27, 2024•25 min•Ep. 9
Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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 ...
Jan 11, 2024•31 min•Ep. 8
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 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 mor...
Dec 08, 2023•21 min•Ep. 7
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 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...
Nov 14, 2023•26 min•Ep. 6
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 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 intera...
Oct 13, 2023•27 min•Ep. 5
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, associate professor, management information systems at the University of Georgia and Steve Jablonski, vice president of information security at TELUS Digital. The threat landscape is changing and brands c...
Sep 07, 2023•31 min•Ep. 4
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 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 st...
Jul 31, 2023•26 min•Ep. 3
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 School of Management, and Pete Tapley, former vice president of customer experience innovation at TELUS Digital. Rising inflation is making consumers think twice, and think differently, about their purch...
Jun 29, 2023•21 min•Ep. 2
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 University of New York, and Siobhan Hanna, former vice president and managing director of AI Data Solutions at TELUS Digital. A combination of 'algorithm' and 'speak,' algospeak is the collection of codewo...
May 25, 2023•21 min•Ep. 1
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 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 choic...
May 18, 2023•58 sec
Note: Since publishing this episode, we’ve rebranded to TELUS Digital. It makes good business sense: happy employees lead to happy customers. On this episode, Evelyn Doyle, HR Director EMEA at Patagonia talks to us about how empowering employees to be a part of something bigger is the secret that’s stitched into Patagonia’s fabric. Culture, purpose, and being part of a change is something that Patagonia has taken very seriously since day one. By encouraging team members to take part in climate a...
Sep 24, 2020•41 min•Ep. 41
