Questions for now - Compelling perspectives on digital CX

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 accelerating. And for CX leaders, compliance directly impacts customer trust, and therefore your bottom line. 

Our expert guests cut through the complexity, revealing how to navigate fragmented global regulations, what you can do as a CX leader to prepare your organization and why the competitive edge in AI is shifting from who launches first to who launches responsibly. 

Listen for the compelling insights of Jeff Brown, general counsel, global privacy officer at TELUS Digital, and Natália Fritzen, head of AI compliance at Sumsub.

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 rate their experience as "satisfactory." 

Drawing from examples across a wide variety of industries, our expert guests reveal the critical moments in the customer journey when satisfied customers are driven to leave, the hidden costs of customer attrition that extend beyond lost revenue, and the practical strategies that transform transactional relationships into emotional connections strong enough to keep customers coming back.

Listen for the compelling insights of Joey Coleman, keynote speaker and author of Never Lose a Customer Again, and Brian Breslin, vice president of fintech and SaaS at TELUS Digital.

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. However, the quality of these experiences depends entirely on the quality of the data powering them. When data is biased or compromised, it can lead to unfair treatment, poor personalization and inconsistent results across customer segments — ultimately damaging the brand trust and loyalty CX leaders work so hard to build.

With 87% of U.S. consumers demanding transparency in how brands source data for AI models, and growing regulatory pressure around data governance, understanding data neutrality has become a business imperative. Our expert guests break down this complex topic in practical terms, sharing strategies for evaluating data sources, implementing proper auditing practices and choosing between custom and off-the-shelf datasets to support your CX goals.

Listen for the compelling insights of Amith Nair, global vice president and general manager of Data & AI Solutions at TELUS Digital, and  Professor Renato Vicente,  associate professor of applied mathematics at the University of São Paulo and director of the TELUS Digital Research Hub.

Show notes:

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 expertise on game-changing approaches to AI safety testing and the critical importance of proactive security measures in enterprise AI deployment.

In conversation with host Etienne Noumen, Bret discusses the limitations of traditional red teaming methods for large language models, introduces the breakthrough technique that enables AI systems to test themselves and explores how enterprises in regulated industries can balance innovation with responsible AI governance.