Questions for now - Compelling perspectives on digital CX

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 designed to reveal where your CX strategy is vulnerable and what to do about it. Join us as we explore those questions with previous guests:Mark Abraham (co-author, Personalized: Customer Strategy in the Age of AI)Brian Breslin (vice president, fintech and SaaS, TELUS Digital)Diane Magers (co-author, The Customer Experience Field Guide)Adrian Swinscoe (author, Punk CX and Punk XL)Jelena Bajic (vice president, global operations excellence, TELUS)For more from today's guests, check out these episodes of Questions for now:On The era of AI-driven personalization is here. What now?, Mark Abraham reveals the five key promises brands must fulfill to delight customers at every interaction. On Why do satisfied customers leave?, Brian Breslin uncovers what separates customers who stay from those who leave for a better offer.On Is experience management the new customer experience?, Diane Magers explains the strategic shift to organization-wide experience management practices.On How can you alleviate cost pressures in customer experience?, Adrian Swinscoe and Jelena Bajic share strategies for delivering exceptional outcomes in CX when leaders are asked to do more with less.Visit our website to learn more about TELUS Digital.

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.Visit our website to learn more about TELUS Digital.Show notesBenchmark your fraud prevention and compliance program with TELUS Digital’s financial crime and compliance maturity assessmentExplore the data behind the fraud trends discussed in this episode with Sumsub’s Identity Fraud Report 2025-2026

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 transformations, our expert guests reveal the frameworks that get customer success leaders in the room where decisions are made, the warning signs that predict churn despite healthy metrics and the tactics for building executive relationships that position you as a strategic partner.Listen for the compelling perspectives of Kelly McGuire, vice president of customer success at Everstage, and Tom Pelisson, director of global customer strategy and success at TELUS Digital.Visit our website to learn more about TELUS Digital.Show notes:Download TELUS Digital's 90-day customer activation checklist for B2B customer success and onboarding teams.

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.Visit our website to learn more about 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:Read more about the TELUS Digital survey on AI data transparency. Visit our website to learn more about TELUS Digital.