Questions for now - Compelling perspectives on digital CX

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.

Questions for now - Compelling perspectives on digital CX is a technology podcast hosted by TELUS Digital, with 44 episodes on record and a Required Pod Score of 80.

TELUS Digital hosts Questions for now - Compelling perspectives on digital CX, a technology show with 44 episodes published.

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  Episode #42

  Is your website a help or a hindrance to your customer service? (feat. Contentful)

  Sep 24, 202622 min

  On this episode, we ask whether your website is quietly driving contact volumes — and how the right strategy can cut avoidable calls before they happen. When a customer can't find an answer on your website, their need doesn't just disappear. It becomes a call or a ticket for your support team. Confusing pages and messaging that drifts across channels don't stay a content problem for long. They turn into higher call volume, and agents untangling issues they had no part in creating. Andy Kaiser, vice president of product at Contentful, and Harry McIntosh, vice president of software engineering at TELUS Digital, break down what it takes to fix that. They cover two fixes: building personalization directly into the website itself, instead of bolting it on afterward, and using agentic AI to help contact center and self-service teams work together instead of working against each other. Andy and Harry make the case for getting support leadership into the room when content and technology decisions get made. They also explain why reduced customer effort is the clearest sign a website's content is doing its job. Show notes Learn more about how TELUS Digital can help your brand migrate, scale or build new composable experiences on Contentful

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  Episode #41

  How can agentic AI drive customer and revenue engagement? (feat. Salesforce)

  Aug 31, 202625 min

  On this episode, we explore how agentic AI is turning the contact center into a growth engine — and how to make that shift without losing customer trust. Salesforce is framing the 2026 Dreamforce conference around the agentic enterprise: organizations where AI agents handle routine work autonomously so people can focus on what still needs a human. Salesforce's State of Service: AI Agents Edition , which surveyed more than 3,000 customer service professionals, found AI agent adoption nearly doubled year over year, climbing from 39% to 66%, with Salesforce projecting AI will resolve half of all customer service cases by 2027. That adoption curve is an opportunity for contact centers to move past being a cost center and build a revenue channel instead, a shift called revenue engagement. It means building trust through service conversations, leading to a cross-sell, a larger sale or a stronger relationship. John Robb, product leader for voice AI and Agentforce Contact Center at Salesforce , and Gopi Ramineni, Salesforce practice leader at TELUS Digital , walk through what it takes to drive revenue engagement. Along the way, they speak about matching AI response speed to what a live caller expects, unifying customer data across systems so an AI customer service agent has the full picture before it acts and tracking a customer's value across their whole relationship with a company to see whether a service conversation is earning enough trust to influence a sale. Show notes Register for Dreamforce 2026 and join TELUS Digital at Hotel Zetta, September 15–16, 8am–9pm PDT: https://sfpractice.telusdigital.com/dreamforce-2026

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  Episode #40

  Why doesn't your contact center AI know what your best agents know?

  Jul 30, 202615 min

  On this episode, we ask why the knowledge top contact center agents have often never reaches contact center AI systems — and what it takes to build a feedback loop that captures it. The most valuable knowledge in a contact center lives in two places: call transcripts, and the people already excelling at the job. Reviewing call transcripts for quality and compliance is standard practice. But most of that review is built to flag what went wrong on a call. It rarely explains what worked, or why. What's needed instead is a structured, outcome-tied annotation layer built to explain why a call went well, turn by turn. Derek Brameyer, head of application engineering at TELUS Digital , draws on his work building this kind of annotation system for CX leaders. He explains why tying annotation to verified operational data rather than AI-inferred guesses is what makes it reliable enough to act on, and how that kind of feedback loop can be built with the interactions you already record and transcribe. Show notes Read Derek Brameyer’s latest article, Institutional knowledge is the missing layer in most contact center AI data strategies Listen to the Questions for now episode How can brands design and deliver seamless customer experiences?

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  Episode #39

  You deployed AI in your contact center. Now what? (feat. Ryan Strategic Advisory)

  Jun 24, 202624 min

  On this episode, we look at where enterprise CX AI actually stands in 2026 — and why deployment and performance are not the same thing. The Enterprise CX AI: 2026 Global Survey , conducted by Ryan Strategic Advisory and commissioned by TELUS Digital, reached 815 enterprise CX decision-makers representing 19 industry verticals and organizations with annual revenues ranging from $10M to over $5B. Among its findings: AI-assisted agent interactions, where an agent handles the conversation while AI tools surface information, suggestions and automations in real-time, are now the dominant model, leading in six of the seven functions the survey measured. But there’s more to the story. Only 32% of organizations have AI-powered quality assurance in place, meaning nearly seven-in-ten of the surveyed organizations are running AI-assisted operations at a volume their quality assurance infrastructure likely can't keep pace with. Meanwhile, CX budgets are largely holding or growing, with 40% of enterprises reporting increased AI investment heading into 2026 and nearly 50% holding steady. At that level of commitment, the question shifts to whether what's been deployed is performing to the level that's expected. Peter Ryan, president and principal analyst at Ryan Strategic Advisory, and Erin Walker, global vice president of CX AI at TELUS Digital, approach the question from two complementary vantage points — the survey data and the delivery floor. Together, they cover where the enterprise market stands on CX AI. Show notes Download the Enterprise CX AI: 2026 Global Survey conducted by Ryan Strategic Advisory and commissioned by TELUS Digital: https://www.telusdigital.com/insights/customer-experience/resource/enterprise-cx-ai-2026 Learn more about CX Strategic Assessments from TELUS Digital: https://www.telusdigital.com/solutions/cx-consulting

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  Episode #38

  How well have you tested your CX AI models, chatbots and agents?

  May 29, 202614 minS0

  <p>On this episode, we explore what rigorous AI safety testing looks like for customer-facing AI — and why most deployments carry more risk than the teams running them expect.</p><p>Testing AI before launch is standard practice. But one-time manual testing treats AI like a deterministic system. Model behavior is probabilistic, and the consequences of inadequate testing fall into four categories: people data harm, other types of data harm, reputational harm and commercial harm. Each represents a distinct exposure with real consequences for your organization and your customers.</p><p>Meaningful AI safety testing requires something different: continuous, automated ad...

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