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.

Founded in 2012 as an online-only menswear retailer, Frank And Oak used data and insights from customers to change course over the following decade, reinventing itself as a sustainable lifestyle brand with both an online and brick and mortar presence.

Listen for the informative insights of Nadia Famularo, director of operations and customer success at Frank And Oak, as she discusses how data-driven decision making influences Frank And Oak’s business strategy, how the company leverages technology to enhance the customer experience and why CX leaders must ensure the voice of the customer is heard in their organizations.

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On this episode, we discuss customer experience trends – and how these trends are impacting CX leaders’ priorities in 2024.

Drawing on decades of experience and conversations with CX executives at some of the world’s top brands, our expert guests speak to the challenges and opportunities in leveraging customer data, the impact of AI on customer interactions, what brands are looking for from outsourcing partners and much more.

Listen for the compelling insights of Annette Franz, founder and CEO of CX Journey Inc., and Kory Laszewski, vice president of global sales at TELUS International.

Want to dive deeper on the latest trends in CX? Download a copy of 2024 CX Leaders & Trends Insights by Execs In The Know, in partnership with TELUS International.  

Additional resources:

• Everest Group survey results: Enterprise readiness for generative AI adoption in customer experience management 

Visit our website to learn more about TELUS International.

On this episode, we explore the relationship between employees and technology — and how brands can harness employee-facing technology to improve their customer experience.

Tools like agent-assist bots and internal collaboration platforms can enable team members to work effectively and efficiently — in turn, increasing employee engagement and customer satisfaction.   

Our expert guests share how — and why — technology centered around formulas like the service-profit chain, and TELUS International’s Culture Value Chain, can help brands and their employees keep customers happy while strengthening financial performance.

Listen for the compelling perspectives of Hugo Sampaio, vice president of information technology services at TELUS International, and Thomas Hollmann, clinical associate professor, department of marketing and executive director, Center for Services Leadership at Arizona State University.

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On this episode, we explore whether voice-first experiences will be as ubiquitous as the internet and smartphones — and how brands can prepare for a voice-first future.

Voice technology offers distinct advantages over other forms of inputs, allowing for lower effort customer interactions, increased efficiency and improved accessibility.

With recent advancements in generative AI, voice-first experiences – the combined process of voice recognition and natural language processing – have the potential to completely transform how we interact with our devices in our everyday lives, leveraging multimodal environments to create the ultimate interface.

Listen for the compelling insights of Tobias Dengel, president of WillowTree, a TELUS International Company, and Bret Kinsella, founder, CEO, and research director of Voicebot.ai.

Tobias’s book, The Sound of the Future: The Coming Age of Voice Technology, is available for purchase in hardcopy, digital and audiobook formats.

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On this episode, we look back at our first season of Questions for now — and highlight six customer experience (CX) resolutions to consider as your brand rings in the new year. 

We’ve asked a number of big questions this past season, covering topics like automation, changing customer preferences, algospeak and more. Join us as we recap some of the actionable insights shared by CX thought leaders.

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On this episode, we ask big questions to debunk prominent myths and misconceptions surrounding automation in customer experience (CX). 

Questions like: Are automation tools going to replace human agents? Why do up to half of all automation projects fail? Is automation too expensive? Is automation only for the biggest companies? 

Along the way, we weave in recent data, experiences and thoughts from two expert guests, showing why organizations are increasingly turning to automation to deliver a more streamlined and efficient customer experience. 

Listen for the compelling insights of Nigel Devaraj, senior product manager, hyperautomation at TELUS International and Chandrakant Binwani, former director, intelligent automation solutions at Automation Anywhere.

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On this episode, we discuss how start-ups can deliver exceptional customer experience (CX) with limited resources — and how businesses of all sizes can use these tactics to thrive in a competitive environment.

To succeed in the marketplace, start-ups need to provide CX that's seamless, simple and positive. Join us as we discuss how the most successful businesses leverage technology to prioritize empathy and humanity in interactions, all while gaining a deeper understanding of their customers.

Listen for the actionable insights of Alroy Almeida, director of deep tech at Velocity, one of Canada's leading start-up incubators, and Brian Hannon, global head of customer experience innovation at TELUS International.

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On this episode, we discuss the connection between cybersecurity and digital customer experience — and how rethinking data security can help maintain customer trust. Listen for the compelling insights of Dr. Dave Chatterjee, associate professor, management information systems at the University of Georgia and Steve Jablonski, vice president of information security at TELUS International.

The threat landscape is changing and brands can’t treat security as an afterthought. Cybersecurity experts are calling for businesses to incorporate security by design, a principle that builds security considerations into the very foundation of new products, services and processes.

This proactive approach can bolster defenses against data breaches and invasions of privacy, and as a result, plays an important role in maintaining customer trust.

Tune in to Dr. Chatterjee’s show, The Cybersecurity Readiness Podcast, for more conversations about cybersecurity.

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The job market is changing at a faster pace than ever, and to keep up, brands need to continually recalibrate their recruitment processes to ensure they’re attracting top candidates. A shift in strategy and the leveraging of technology and automation can help companies position themselves as employers of choice.

On this episode, we discuss talent recruitment in a competitive job market — and the ways brands can innovate to stand out. Listen for the compelling perspectives of Tricia Williams, director, research, evaluation and knowledge mobilization at Future Skills Centre, and Pamela Rodas, senior director, global talent acquisition at TELUS International.

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On this episode, we discuss how customer expectations change in difficult economic climates — and the ways brands can adapt. Listen for insights from Charles Lindsey, associate professor of marketing at University at Buffalo School of Management, and Pete Tapley, former vice president of customer experience innovation at TELUS International.

Rising inflation is making consumers think twice, and think differently, about their purchases. Likewise, many brands are working with tighter budgets, and facing heightened pressure as they strive to do more with less.

Join us as we look at where we are now and what brands can do to meet customer expectations today and well into the future. 

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On this episode, we discuss algospeak — online language meant to evade algorithmic detection — and how you can keep up.  Listen for the compelling perspectives of Dr. Jamie Cohen, assistant professor at Queens College, City University of New York, and Siobhan Hanna, former vice president and managing director of AI Data Solutions at TELUS International. 

A combination of 'algorithm' and 'speak,' algospeak is the collection of codewords, slang, deliberate typos, emojis and the use of different words that sound or have a meaning that is similar to the intended one. 

The use of algospeak raises important questions for brands with online communities.

Learn more about the TELUS International survey on algospeak referenced in the episode: Survey: ‘Algospeak’ on the Rise in Attempt to Avoid Automated Content Moderation

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