Questions for now - Compelling perspectives on digital CX

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 workflows are disconnected, AI can magnify problems instead of solving them.AI orchestration in the contact center changes that by connecting your data, systems and workflows so AI can make real decisions across every channel. This can increase resolution rates, improve agent experience and drive measurable business impact.Nuri Gocay, director of contact center platform architecture at Zendesk, and Abby Spahich, global vice president for digital CX solutions at TELUS Digital, map the path from operational fragmentation to orchestrated clarity, making the case that true AI orchestration is ultimately about delivering better customer experiences, not just better efficiency metrics. Their perspectives cover readiness, organizational barriers and the first steps toward a truly orchestrated CX operation. Show notesJoin us at Zendesk Relate 2026 in Denver, Colorado, May 18–20, 2026. TELUS Digital is a platinum sponsor — be sure to stop by our booth to connect with our team in person.Read Abby Spahich’s latest article, The modern CCaaS strategy: Five steps for turning efficiency into growth. Connect with Abby Spahich on LinkedIn.Connect with Nuri Gocay on LinkedIn.

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. When agents feel prepared and confident, they deliver customer care that can result in better first contact resolution, higher customer satisfaction and increased customer lifetime value.Listen for the compelling insights of Mitch Lieberman, vice president of product for Fuel iX™ at TELUS Digital, and Jack Piunti, go-to-market leader at ElevenLabs, as they reveal how leading organizations are using AI voice simulations to train contact center agents more efficiently — reducing agent ramp time while building genuine confidence.Along the way, they'll share real results from Fuel iX Agent Trainer, powered by voice AI technology from ElevenLabs, and explain how this approach can create measurable improvements in customer experience.Visit our website to learn more about TELUS Digital.Show notesAccelerate agent proficiency with Fuel iX Agent Trainer: https://www.telusdigital.com/solutions/fuel-ix/agent-trainerCase study: Discover how TELUS Communications transformed contact center agent training with AI: https://www.telusdigital.com/insights/customer-experience/resource/telus-contact-center-agent-training-ai

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

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 your customer acquisition costs. The problem isn’t what either team does in isolation, but rather the handoff between them.Drawing from 20 years of experience, Robin Jakobsen, director of product strategy for CXM at TELUS Digital, reveals what this sales team alignment gap can cost your business and how CX leaders can take a proactive role in fixing it. Shawn Casemore, keynote speaker and author, brings additional sales expertise, explaining where the disconnect happens and how both teams can shift from competing priorities to shared outcomes.Together, they share the orchestration tactics and strategies CX leaders need to prevent customer churn, build loyalty and align with sales around revenue metrics.Visit our website to learn more about TELUS Digital.Show notesDownload TELUS Digital's 90-day customer activation checklist for B2B customer success and onboarding teams.Learn how TELUS Digital’s B2B Sales Outsourcing can help you transform your sales ecosystem with exceptional buyer-seller experiences.

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 creativity and empathy, turning satisfied customers into loyal advocates and ultimately helping you win the moments that matter. When they don't feel empowered, they deliver transactional service, avoid taking initiative and may even start looking for the exit — sabotaging your CX in the process.Join Ken Hughes, keynote speaker, consumer behavioralist and author, and Estuardo "Ligo" Ligorría, regional vice president of operations for the Americas at TELUS Digital, as they reveal what the best CX leaders get right, what it means for them to truly “show up” for their frontline teams, and how to navigate the tension between efficiency and the human connection.Visit our website to learn more about TELUS Digital.