Technology Partners

Our Team

Our Awards

A team of people smiling and holding up their hands while holding paintbrushes

Social impact hero

Social Impact

Newsroom

Careers

About Us

Contact

Do Not Sell my Personal Information

Cookie Preferences

Culture Value Chain

iLabs Center for Innovation

Industries

Insights

Investor Relations

Locations

TELUS International is a subsidiary of: 

Privacy Shield Framework

Customer Privacy Policy

Solutions

Subscribe to Newsletter

Website User Terms

Icon twitter

Icon facebook

Icon youtube

Icon linkedin

Technology

Financial Services & Fintech

Automotive

Healthcare

Communications & Media

Games

eCommerce

Travel & Hospitality

hero bulgaria locations

Bulgaria

A man in a brightly lit room smiling while on his phone

hero guatemala locations

Guatemala

Hero Morocco Locations

Morocco

hero romania locations

Romania

An aerial view of Cape Town, South Africa.

Hero South Africa Locations

South Africa

hero india locations

India

hero china locations

China

hero us locations

United States

Spain-Hero

Spain

hero philippines locations

Philippines

hero ireland locations

Ireland

Cityscape with Galata Tower and Gulf of the Golden Horn in Istanbul, Turkey.

Hero Türkiye Locations

Türkiye

hero el salvador locations

El Salvador

germany-hero

Germany

Europe-Hero

Additional European Centers of Excellence

infobrief

Guide

Resource Type Article

Article

case-studies thumb

Case Study

Preventing fraud for a global tech company in the travel and hospitality space image with fern in background

TI resource case 900x510

Video

whitepapers thumb

Research & Reports

checklists thumb

Checklist

brochures thumb

Brochure

ebooks thumb

E-book

Podcast Type Image

Podcast

6-steps-for-Conversational-Bot-success-A-primer 

Make the most of your conversational bot investment with our easy-to-follow guide featuring best practices that can be applied to your digital transformation journey.

A conversational bot floating above a mobile phone

(Hero) 6-steps-for-Conversational-Bot-success-A-primer hero

An illustration of a bot floating above a mobile phone

(Featured) 6-steps-for-Conversational-Bot-success-A-primer

Six steps for conversational bot success: A helpful primer for chatbot implementation

See why cloud technology, data protection, AI, interactive voice search and navigation and omnichannel experience are the top digital CX trends in 2023.

Image of connected data points that look like a landscape of hills

digital trends 2023

The top digital customer experience trends in 2023

Squeeze every drop of value out of your cloud deployment with tips on overcoming common challenges and optimization.

Vault in the shape of a cloud meant to symbolize unlocking the full value of the cloud

cloud unlock

How to maximize the full value of the cloud

A copy of the Digital customer experience priorities in 2023 report on top of a green leafy plant.

Digital Customer Experience Priorities 2023 Preview Image

TELUS International, in partnership with Statista, surveyed 250 enterprise leaders to explore where they plan to invest in digital customer experience (CX) technology in 2023. Uncover the results.

An illustrated representation of customer profiles and leaving a five-star review online.

Digital Customer Experience Priorities 2023 Hero

Survey results: Digital customer experience priorities for leaders in 2023

IDC Info Snapshot - Cloud thumbnail

Uncover the advantages of partnering with a trusted advisor to create and deliver your cloud vision in this IDC Info Snapshot.

IDC Info Snapshot - Cloud hero

IDC info snapshot cloud feature image

Partnering with a managed service provider can help companies achieve agility, scale, and business value with cloud

The COVID-19 pandemic unexpectedly accelerated the digital revolution. Discover why your company should continue, and even ramp up, your path to digital transformation.

Maximizing digital transformation

How to maximize your digital transformation despite the pandemic

A copy of the outsourcing locations e-book on a white tablet on top of a green fern.

Outsourcing Locations E-book Feature

Discover some of the top outsourcing destinations for consideration and the factors to keep in mind as you make your decision.

Feature-Landing-Image Locations Outsourcing

Selecting the best outsourcing destination for your business

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

Illustration of two people shaking hands and two overlapping squares

profit market fit

Why achieving profit-market fit is essential for scaling brands

Generative AI is a type of AI that can be used to generate new content such as text, images, audio, video, code or synthetic data. Discover exactly how generative AI works and what you can do with it.

Illustration of two blocks of text running through an icon of a robot, meant to symbolize generative AI

generative ai 101

Generative AI 101

Deploying automation to assist agents at a consumer robotics company image with fern in background

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

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

Illustration of consumer robotics including a butler, a chef and cat riding a robot vacuum.

Deploying automation to assist agents at a consumer robotics company

The cover of The future of content moderation: Strategies and tools for 2023 and beyond e-book with a fern in the background.

The future of content moderation: Strategies and tools for 2023 and beyond

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.

An illustration of various people creating user generated content on their phones.

IDC Info Snapshot - AI data solutions thumbnail

In this IDC Info Snapshot, learn about the three key pillars for any successful AI implementation and the advantages of partnering with a trusted advisor to create and deliver your AI vision.

IDC Info Snapshot - AI data solutions hero image

IDC info snapshot - AI data image

Quality, quantity, and responsibility: Three key data pillars for successful AI implementations

Preview image of the brochure "Holistic digital customer experience solutions for card services" overlaying a green leafy plant.

Digital CX for card services - Asset image

Take your customer experience to the next level

Want to speak with an expert?

Digital transformation has reshaped the payments industry. With consumer expectations on the rise, there's never been a better time to invest in a high-tech, high-touch customer experience (CX). See how our mix of human touch and cutting-edge digital tools can help streamline operations, improve fraud detection measures and offer exceptional experiences that promote long-term customer loyalty.

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

A brochure detailing digital customer experience solutions from TELUS International for card service brands.

Holistic digital customer experience solutions for card services

Check out our solutions

Digital Experience (DX)

Salesforce Services - resized

Maximize the value of your investment in Salesforce with flexible consulting, implementation and development services from TELUS International.

Salesforce Services

Business & Process Transformation

Preview image of the report "CX outsourcing in 2023" accompanied by a plant

TI Resource WhitePaper 2023

Delve into new insights about customer experience outsourcing from a survey of 712 enterprise executives with strategic decision-making authority.

Illustration of customer support agents surrounded by related iconography like charts, star ratings and text boxes.

CX Outsourcing2023 Hero Image

Cover image for the dynamic report "CX outsourcing in 2023" featuring the title and illustrations of customer support agents and related iconography 

CX Outsourcing in 2023

Executive survey results: CX outsourcing in 2023

TI resource eBook 800x450 The essential guide to training data 

Discover best practices for the sourcing, labeling and analyzing of training data from TELUS International, a leading provider of AI data solutions.

guide to AI training data - website hero image 

The essential guide to AI training data

Player support outsourcing isn't just for Triple-A studios. Learn about the benefits of outsourcing for growing games companies.

games outsourcing

What growing games companies can gain from player support outsourcing

Germany's diverse and talented workforce make the European nation an ideal CX outsourcing destination. Read up on all the benefits.

Photograph of the 'Reichstag' in Berlin, Germany

germany

Don't overlook Germany as a CX outsourcing destination

Google Cloud M4CE PDF image with fern in background

Resource CaseStudy GoogleCloud M4CE

Discover how TELUS International’s Managed Cloud Services helped a client with the migration of virtual machines from their on-premises data center to Google Cloud.

Featured GoogleCloud M4CE

Leveraging Google Cloud’s Migrate for Compute Engine (M4CE) to unlock new levels of cloud transformation

If words like "amortization" get your customers feeling anything but amore, you're not alone.

Many would-be customers grapple with the complexities of financial decision-making. It's easy for them to become paralyzed by choice: should they save? Invest? Pay down debt?

These anxieties are compounded by an increasing sense of financial vulnerability amid rising inflation and costs of living. According to the American Psychological Association's 2022 Stress in America™ survey, 65% of respondents say money is the most significant stressor in their life — a steady rise from the previous survey results from 2021.

For banks and fintechs, consumers' rising financial stress and decision fatigue present an opportunity to ease tensions through digital customer experience (CX). By looking after your customers' best interests and helping them make better decisions, industry brands can demonstrate that they understand the challenges of the day. As Forrester's report The Top Emerging Technologies In Banking In 2022, points out, this is where predictive analytics can play a critical role.

Predictive analytics is an artificial intelligence-backed technology that captures data from diverse sources and uses computer models to create insights for a range of practical applications.

In the financial services industry, the technology is used to score client's creditworthiness, identify fraud and much more. In fact, while industry brands have leveraged the power of predictive analytics for some time, the use cases are evolving — so much so that the aforementioned Forrester report lists predictive analytics as a "hot" technology. The research firm explains that the label reflects "both interest and planned spend in the coming 12 months," and adds that it will "shape the future of the banking industry and customer experience."

Companies in the financial services industry are rapidly adopting predictive analytics as a way to gain a competitive edge, and to deliver higher-end customer experiences. As per the Forrester report, 89% of global data and analytics technology decision-makers in the financial services industry placed real-time/predictive analytics in the high-priority category. They said they either already implemented the technology, have begun the implementation process or are planning to introduce it imminently.

The sheer amount of sophisticated data collected by banks and fintechs has led to further development of a wide suite of internal and client-facing tools that target specific customer needs.

Despite the many personal finance tools and resources available, an understanding of finance fundamentals is still a gap for many customers. The 2022 Investopedia Financial Literacy Survey found that only around half of Americans have a strong grasp of financial literacy basics like budgeting, saving and spending. Even fewer felt confident in their knowledge of investing and digital currency.

A lack of confidence and trust can lead to poor decision-making, and sometimes deter customers from making decisions at all. This underlines the importance of looking to your data for signs of customer indecision or low confidence. When natural language processing and other AI applications are considered, speech and text analytics can be of great value for industry brands. Mining unstructured data from voice- and text-based interactions (email, chat, social media, SMS, etc.) with customer support teams can yield untold customer experience insights.

In the ideal situation, insights unearthed by customer analytics and AI can help banks to develop comfort levels among their customers. This is not only true on the level of the individual customer, but also at a higher level that enables banks to pick up on trends and create solutions that help customers make sound financial decisions.

The benefits of predictive analytics in banking

From a customer experience perspective, predictive analytics are the gateway to data-driven personalization. Many financial institutions have the data at their disposal, but can miss the mark when creating personalized experiences that resonate with their customers, notes a J.D. Power 2022 U.S. Retail Banking Satisfaction Study.

"It's no longer predominately about being fast, efficient or convenient," says Jennifer White, senior consultant of banking intelligence at J.D. Power, in a press release alongside the survey data. "The preeminent performance metric with the biggest influence on customer satisfaction is 'supporting customers during challenging times,' and that means customers are expecting a personalized mix of financial advice, hands-on help with problem resolution and guidance on how to grow their money."

According to the J.D. Power survey, 46% of respondents feel the most critical part of personalization is getting help avoiding fees for things like overdrafts, while 37% say they want to receive account alerts. Predictive and real-time analytics can help make both those wishes come true because of how adept the technologies are at identifying anomalies and predicting outcomes. Being able to alert customers of potential overdrafts, detect odd and potentially fraudulent spending and propose debt management solutions are examples of analytics in action.

These solutions are low-hanging fruit for banks and other financial services providers. More sophisticated and bigger-picture ideas include AI-powered modeling in customer product design and uptake, and determining creditworthiness more equitably by looking beyond past borrowing history and instead including a broader set of data points to determine eligibility. They can also more accurately predict (and lower the cost of) credit risk.

Internally, your contact centers can benefit from analytics technologies that predict client issues and supply support agents with the exact information they need to solve issues quickly — a powerful tool that helps improve critical KPIs like average handle time and first call resolution.

Predictive and data analytics are even useful in managing your staff. They can identify gaps in customer experience training and knowledge bases, helping you to better target skills training opportunities.

In today's market, financial services providers are feeling an elevated sense of urgency to up their data game as customers look for banks and fintechs that deliver a more refined, personalized customer experience. Developing and effectively implementing predictive analytics takes time and resources — both of which can be saved by working with a trusted partner with experience in both the banking industry and disruptive technology.

Salesforce Services

Share