Customer Experience

Guide

Forrester’s Budget Planning Guide 2025: Customer Experience

To succeed, customer experience (CX) leaders must invest in strengthening core capabilities that enable their organizations to turn customer-centric strategies into real, impactful experiences. This guide from Forrester offers data-driven insights to help you determine where to increase, decrease or experiment with your CX budgets for 2025.

Scaling & Growth

Forrester’s Budget Planning Guide 2025: Customer Experience

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Customer Experience

Customer Journey

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Podcast

How can brands design and deliver seamless customer experiences?

On this episode, we discuss the importance of reducing customer effort — and the steps brands can take to design and deliver seamless customer experiences.

How can brands design and deliver seamless customer experiences?

On this episode, we discuss the importance of reducing customer effort — and the steps brands can take to design and deliver seamless customer experiences.

CX Best Practices

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Podcast

Retail & Ecommerce

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

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.

Happy customer support agents sitting at computers and speaking on headsets.

Financial Services & Fintech

Streamlining operations and advancing the digital transformation journey of a leading financial services brand

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Financial Services & Fintechwebinar

The future of banking and financial services: Unlocking customer experience potential with intelligent automation

CX Metrics

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Illustration of a person, a measuring tape and a flag, meant to symbolize measurement and goals in CX

Metrics matter: The role of measurement in CX

What gets mismeasured gets mismanaged. Explore best practices for tracking CX metrics, measurement performance and setting goals.

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How agent effort impacts customer experience success

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What you need to know about customer effort now

CX Trends

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Infographic: 2024 customer service preferences

TELUS Digital recently conducted a survey that explored the customer service preferences of consumers today. Explore the results.

Episode cover image for Questions for now, a TELUS Digital podcast, featuring an illustrated character speaking to a customer service agent over the phone, with a calendar in the background reading "2024."

What trends are shaping customer experiences in 2024?

Two photographs edited together; one features two people looking at a tablet, while the other features a number of people typing on keyboards

Execs In The Know: 2024 CX Leaders Trends & Insights

Generational Support

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Generation Alpha and the future of CX

Generation Alpha will be the largest generation in history. See how brands can prepare their customer experience teams to serve these influential consumers.

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10 Gen Z insights to improve your CX

Illustration of a large 'Z' with people sitting on it and engaging with technology

Five questions with Gen Z expert Jason Dorsey

Outsourcing Locations

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Why South Africa is ideal for CX outsourcing

Global brands considering customer experience (CX) outsourcing locations have their eyes on South Africa. Learn why.

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TELUS Digital's global expansion to Africa

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Virtual site tour: Europe

Outsourcing Partnerships

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Research & Reports

Everest Group Customer Experience Management Services PEAK Matrix® Assessment 2024 — Americas

Everest Group evaluated and compared 43 providers for its 2024 PEAK Matrix® Assessment for Customer Experience Management (CXM) Services in the Americas. Rankings were based on market impact, vision and capabilities.

Download this report to uncover why analysts and buyers have named TELUS Digital a ‘Leader’ for the sixth consecutive year.