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Case Study

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Streamline your operations with TELUS Digital

What to speak with a business process consulting expert?

Discover how TELUS Digital’s business process consulting experts helped a leading telecommunications company drive improvements in its customer service delivery and efficiency.

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Streamline your operations

Check out our solutions

Maximizing profitability in telecom: leveraging customer insight for digital transformation excellence

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Driving efficiency with digital automation for a financial services brand

Want to speak with an expert?

Discover how TELUS Digital implemented a comprehensive intelligent automation solution for a financial services client that enabled operational efficiency, a reduction in employee effort and an overall increase in customer satisfaction.

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Revamp your digital workforce with our intelligent automation solutions

Discover how knowledge management can boost organizational success. Explore challenges, best practices, trends and more.

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knowledge management

Navigating knowledge management: A complete guide for success

The games industry can be challenging for start-ups and new entrants. Get the adaptable support you need to navigate uncertainty.

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Adaptable support for growing games companies

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Explore how TELUS Digital supports a global leader in short-form video content with moderation and ad review services to protect and enhance their brand reputation and facilitate rapid growth.

Discover how TELUS Digital supports a global leader in short-form video content with moderation and ad review services.

Prioritize trust and safety

Strengthening a global social media giant’s brand reputation

Discover digital customer experience success stories and insights from leading financial services brands that can be applied across industries.

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Lessons in customer experience from leading banking and financial services brands

Watch this recorded webinar from Everest Group and TELUS Digital (formerly TELUS International) for new insights to help you skillfully transform your digital customer experience.

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Webinar: How to supercharge your CX with AI-fueled digital transformation

How to supercharge your CX with AI-fueled digital transformation

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.

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

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Preview-image COMOEBook 2024

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COMO E-book 2024 - AI Content Moderation Success

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COMO Ebook 2024 - Hire for Resiliency 

COMO Ebook 2024 - Well-being

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COMO Ebook 2024 - Leverage Technology

Access leading content moderation strategies and trends

Develop an agile content moderation strategy

Want to speak with a content moderation expert?

This e-book explores:

Inappropriate user-generated content is on the rise

Exposure to toxic content impacts customer experience

New digital experiences will pose new challenges

Three reasons why content moderation is essential 

Hire for resiliency

Take a holistic approach to well-being

Leverage technology

Discover best practices for protecting the protectors

regional director of talent acquisition

As the digital landscape continues to change, it is more important than ever for brands to stay up-to-date on content moderation best practices.

To help take your content moderation strategy to the next level, read on to gain an in-depth look at how digital content is evolving, what technology is available to help, how new and existing regulations could impact operations and more.

Organizations have a responsibility to create and maintain digital experiences that are truthful, welcoming and safe. Learn how brands can keep pace with the growing levels of user-generated content (UGC) to build trust with their customers and protect their reputation.

Learn how brands can keep pace with the growing levels of user-generated content (UGC) to build trust with their customers and protect their reputation.

The future of content moderation: Strategies and tools for 2024 and beyond

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The words "product-market fit" have adorned tech industry pitch decks for some time. It's a simple concept, really, and something all successful businesses need to prove. To achieve product-market fit, the product(s) you offer as a business must align with the needs of the market. Without such a fit, you might have an idea, but perhaps not a business.

In fact, even if you have product-market fit, and therefore a business, you still might not have a long runway without profitability. This is particularly the case when challenging economic environments make venture capital funding more difficult to come by. That is precisely why scale-ups need to think beyond product-market fit, and strive to achieve profit-market fit.

Harvard Business School senior lecturer Jeffrey Rayport recently described profit-market fit on the HBR IdeaCast podcast. According to Rayport, profit-market fit is achieved when a venture not only shows that it can quickly ramp up revenue and its customer base, but also finds its sweet spot where every new customer brings in additional revenue and incurs only marginal cost. It's at this point, explains Rayport, that a venture "moves towards sustainability."

This major milestone isn't likely to be reached by accident, though. Rather, you need to be deliberate, and deploy strategies to overcome common challenges in the scaling journey.

Many companies, especially those in tech, can be successful in achieving product-market fit, says Rayport during the podcast interview, "But the wheels come off the bus in some way during the scaling phase."

Imagine you head up a start-up that seems destined for unicorn status. You have an app and it's topping the charts. You have customers and your number of active users is going through the roof. To date, your impressive numbers have earned you no shortage of admirers, and by extension, funding. But to get to where you are, you've needed to spend: Your servers, your offices, the growth of your team and a myriad of other costs outstrip the money that your product brings in. As a result, you can't sustain — let alone grow — your business without additional outside funding. Now, facing rising interest rates and economic pressures, that funding looks like it is going to dry up. Put simply, you haven't found profit-market fit — the relationship between the money and the product that enables businesses to steer themselves toward sustainability.

A strong profit-market fit helps you remove internal constraints on your company's growth, and makes you far less dependent on outside funding.

Challenges in establishing profit-market fit

There are, of course, challenges associated with scaling and reaching the point of profit-market fit.

Once there's a good product-market fit, a scaling company must keep up its generated demand and make strides toward product profitability. This brings us back to matters of efficiency — a word that's popping up all across the tech industry and one that's top of mind for start-ups, scale-ups and mainstays alike.  In fact, Meta CEO Mark Zuckerberg even went as far to say, "Our management theme for 2023 is the 'Year of Efficiency,' and we're focused on becoming a stronger and more nimble organization." For tech brands of all sizes, the pursuit of efficiency means keeping costs under control and doubling-down on activities that are generating revenue — but that's not where the work ends.

Other challenges include providing a consistent digital customer experience (CX) as your company grows, and maintaining a coherent organizational culture where people are on the same mission and where their efforts align.

Brian Hannon, global head of customer experience innovation - technology at TELUS Digital, points to the value of experience when facing challenges in the scaling journey. "Achieving profit-market fit is difficult. It's even harder when you're learning every lesson the hard way," explains Hannon. "You can build up a lot of momentum as a hit tech company, but it's easy to run into real challenges if you don't have a firm grasp on how to scale in a sustainable way."

Outsourcing digital CX to reach profit-market fit

One way to scale with efficiency in mind is to outsource aspects of your digital customer experience.

Keeping your CX in-house means dealing with sudden peaks and dips in demand that quickly become costly on the hiring front, to say nothing of the complexities that come serving new markets and establishing operations in new geographies. What's more, outsourcing can save scale-ups from having to bear the full cost and risk associated with big and potentially transformational technological investments.

You can't overlook the value in an outsourcing partner's experience either, explains Hannon. "They'll have worked with countless companies before, and will be able to provide direction from lessons learned. An outside perspective on where you can introduce greater efficiency can be a real asset as you grow."

Today, conversations about efficiency have a way of leading to automation like robotic process automation (RPA). This form of automation provides around-the-clock capabilities, produces replicable results at scale and handles repetitive tasks so your team members don't have to. These capabilities enable automated service channels — such as chatbots and intelligent FAQs — that play an important role in a modern digital customer experience operation. With the expertise of a proficient outsourcing partner, introducing automation becomes less resource-intensive.

"It can feel safe to stick with what you know. But to make the progression from product-market fit to profit-market fit, brands need to keep an open mind to new technologies, and new ways of bringing efficiency."

Outsourcing with TELUS Digital for next-generation, digitally led customer experiences means benefiting from 18 years of history and global reach that has served more than 650 global clients in 30 countries of operation. Reach out today to learn more about how we can help your scaling company achieve profit-market fit.

You've heard of product-market fit, but what about profit-market fit? Learn the difference and how scaling tech brands can achieve it.

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profit market fit

Why achieving profit-market fit is essential for scaling brands

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Preview image: Deploying automation to assist agents at a consumer robotics company

Help your agents reach their full potential with automation

Even consumer robotics companies can benefit from a little help deploying customer experience (CX) automation. Learn more about TELUS Digital’s solution to improve a client’s agent efficiency and engagement.

Learn about how we helped a consumer robotics company improve their digital customer experience with agent-facing automation.

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Deploying automation to assist agents at a consumer robotics company

Help your agents reach their full potential

Maximize the value of your network

Implement industry-leading infrastructure

See how we worked with TELUS Communications to design, build and deliver an integrated network design solution that meets the needs of their customers. This video case study, which features leaders from TELUS Communications and TELUS Digital (formerly TELUS International), describes how the partnership led to efficiency gains and an enhanced network defined by high performance, reliability and scalability.

See how we worked with TELUS Communications to design, build and deliver an integrated network design solution that meets the needs of their customers.

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Delivering transformative network design services for TELUS Communications

TELUS International intelligent TELUS International Assistant case study

TELUS Digital supported TELUS, a leading communications and information technology company in Canada, by introducing its innovative enterprise-grade chatbot platform to deliver a more comprehensive and improved customer experience (CX) to their valued clients.

Discover how TELUS Digital supported its parent company, TELUS, by introducing its intelligent TELUS International Assistant enterprise-grade chatbot platform to deliver a more comprehensive and improved customer experience (CX) to their valued clients.

Enable remarkable CX

State-of-the-art chatbot platform helps transform customer service channels to elevate the customer experience

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Want to speak with a Process Consulting expert?

Uncover how TELUS Digital’s business process consultants helped a leading financial services brand optimize its operations, enhance its customer experience (CX) and advance its digital transformation journey.

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Optimize your operations

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

Everest Group Data Annotation and Labeling (DAL) Solutions for AI/ML PEAK Matrix® Assessment 2024

Discover why TELUS Digital has been named a Leader in Everest Group's Data Annotation and Labeling (DAL) Solutions for AI/ML PEAK Matrix® Assessment 2024.

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Discover how TELUS International successfully deployed a robotic process automation (RPA) solution for a leading waste management company to minimize time-consuming tasks and reduce the errors associated with manual data entry.

Implementing robotic process automation to streamline critical procurement processes

Discover how TELUS Digital successfully deployed a robotic process automation (RPA) solution for a leading waste management company to minimize time-consuming tasks and reduce the errors associated with manual data entry.

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See how TELUS Digital (formerly TELUS International) can help card services brands meet rising consumer expectations through high-tech, high-touch customer experiences.

Holistic digital customer experience solutions for card services

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EITK support resource

Stay on top of the latest CX trends for 2024

Inform your CX strategy with new data

Adapt to CX trends

This report includes:

See how leaders are responding to budgetary challenges

Discover where consumer and corporate viewpoints diverge

Get a sense of where other brands are in their AI journeys

Three reasons to download the report

Aligning with customer expectations requires constant iteration and adaptation. The best CX leaders are persistent in tracking trends and backing their decisions with the latest data.

If that sounds like you, this report will be an invaluable resource. It's packed full of useful information, including the biggest challenges your peers are facing, technology investment trends and much more. Get your copy of the report to up your game in 2024.

Access the latest survey results and stay on top of customer experience (CX) developments in 2024 with this new report by Execs In The Know, sponsored by TELUS Digital (formerly TELUS International).

The full 2024 CX Leaders Trends & Insights report from Execs In The Know, sponsored by TELUS International

Execs In The Know: 2024 CX Leaders Trends And Insights

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EITK support

Execs In The Know: 2024 CX Leaders Trends & Insights

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Explore how TELUS Digital helped a leading frozen food company maintain a smooth and seamless connection between its SAP application and business intelligence tool using robotic process automation (RPA).

Games

Aligning content moderation operations to new legislation for a games client

Aligning content moderation operations to new legislation for a games client

Adaptable support for growing games companies

Adaptable support for growing games companies

Loyalty-building player support across the globe

Loyalty-building player support across the globe

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