Questions for now - Compelling perspectives on digital CX

Jan 28 2025 22 ep. 27 mins 11

Questions for now - Compelling perspectives on digital CX Podcast artwork

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.

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The era of AI-driven personalization is here. What now?

Jan 28 2025 31 mins

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

What big questions should CX leaders ask to improve customer outcomes?

Dec 12 2024 20 mins

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 custom

How can brands turn customer success into their second growth engine? (feat. Daphne Costa Lopes of HubSpot)

Nov 21 2024 30 mins

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 u

How can leaders win and optimize investment in CX? (feat. Jeannie Walters, Mark Raffan and Alain Méric)

Oct 30 2024 36 mins

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 signif

How can you maintain customer affinity while rebranding? (feat. Billie Loewen and David Soberman)

Sep 26 2024 33 mins

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

What does customer loyalty look like in the age of AI? (feat. Shep Hyken and Colin Shaw)

Aug 27 2024 33 mins

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 St

How can you act as a customer experience change agent in your organization? (feat. Blake Morgan and Lori Branton)

Jul 30 2024 29 mins

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 strat

How can brands design and deliver seamless customer experiences? (feat. David Avrin and Jim Mitchell)

Jun 27 2024 30 mins

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 c

How can brands deliver experiences that create loyal customer advocates? (feat. Jay Baer, Brittany Hodak and Rajiv Dhand)

May 30 2024 43 mins

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

What is the Frank And Oak secret for adapting to changing customer preferences?

Apr 29 2024 21 mins

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 c