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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.

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(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.

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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.

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How to maximize the full value of the cloud

Artificial intelligence is set to define the future of banking. Learn about how banks are using machine learning, RPA and other AI-powered tech.

banking ai

Six AI technologies set to define the future of banking

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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.

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Survey results: Digital customer experience priorities for leaders in 2023

Fintechs take a single banking service, understand pain points and make an improved application for that one service. In fintech, user-centered thinking makes for an outstanding customer experience.

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In customer experience and user-centered design, why fintechs are beating big banks

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

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

The digital world continues to shift rapidly. Discover what's next for content moderation to help you navigate the changes in this evolving industry.

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What's next for content moderation in 2023 and beyond?

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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.

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Selecting the best outsourcing destination for your business

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

Want to speak with an expert?

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 International’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

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Discover four top travel brands that are providing personalized customer service through an enhanced user experience (UX).

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How leading travel brands embrace a personalized approach to UX & UI

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Want to speak with a Service Desk expert?

Discover how TELUS International partnered with a leading travel and hospitality brand to deliver a robust service desk solution to enhance the employee experience during challenging industry conditions.

Enhancing the employee experience for a large North American airline with a skilled service desk

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Cart abandonment statistics are high across all industries. Discover some of the best strategies for getting customers to complete their online purchases and save ‘ghosting’ for the dating apps.

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Cart-Abandonment

Cart abandonment: What to do when customers 'ghost' you

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

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What growing games companies can gain from outsourcing

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

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Don't overlook Germany as a CX outsourcing destination

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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.

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

Despite what we may wish, nobody has a crystal ball. We don't know who is going to win the next game. We don't know, at least with any real certainty, what the weather is going to be like a week from now. Truthfully, there are a lot of us that don't even know what we're going to eat for dinner. But just because we can't see into the future and know what it holds without a shadow of doubt, it doesn't mean we're totally in the dark.

Illumination comes from research, and from authoritative sources you can trust. It is by surveying over 250 enterprise leaders, for example, that we can start to understand digital customer experience (CX) priorities in 2023. In the same manner, it is by consulting proven, experienced thought leaders that we can glean what is likely to be most important to the future of CX.

And, that's exactly what we did. Keep reading for digital customer experience insights from three TELUS International leaders.

Between the pandemic, labor shortages and widespread economic challenges, brands are grappling with the task of building out effective customer experience strategies in a less predictable environment.

"When trying to make plans for a future that isn't entirely clear, it's vital that business leaders have operational strategies in place to help them successfully navigate the ambiguity," says Brian Hannon, global head of customer experience innovation (technology) at TELUS International in an article for Forbes.

Hannon goes on to describe a number of strategies:

Focusing on the customer journey: "In times of financial flux, it is especially critical to identify how the current economic climate may be affecting your customers' spending habits and purchasing behaviors. Encourage your customer support teams to listen closely and ask questions when addressing customer queries as well as to have processes in place to ensure this feedback is shared across departments."

Leveraging intelligent automation: "[Robotic process automation] can deliver the efficiencies needed to weather tight economic conditions, from the ability to perform around-the-clock to producing replicable results at scale and absorbing the kinds of repetitive tasks that tend to weaken employee engagement."

Winning and keeping customer trust: "It stands to reason that in times of uncertainty, customers will gravitate toward brands they know and trust. However, that trust is easily lost. In our increasingly digital world, where more and more interactions occur online, brands must prioritize keeping their social channels and platforms safe and welcoming."

You don't have to keep everything in-house

Brands feel enormous pressure to come up with their own in-house solutions. More often than not though, they're just reinventing the wheel at great cost. The hard truth is, if you can dream it, it probably already exists — and can be licensed or subscribed to for a far more reasonable cost than the DIY approach.

In digital CX outsourcing, many brands discover a sensible way to create innovative experiences without breaking the bank. An Execs In The Know article penned by Pete Tapley, vice president of customer experience innovation at TELUS International, lists ways to get more from your customer experience outsourcing partnership. Consider the following:

Co-innovation: "Working with an external partner brings new perspectives that enable companies to predict and meet consumer demands at an accelerated pace. As an added benefit, co-innovation also tends to reduce risk through the sharing of resources, best practices, industry insights, and cross-industry experience."

Process improvement: "The right CX provider will strive to understand your customer journey inside and out. Their team of experts will be able to guide and support your business strategies by breaking down barriers, connecting disparate organizational silos, and identifying the right priorities to enable a successful business transformation."

Employee management and engagement: "Your CX partner is nothing if not an expert in employee management. Tap into that wealth of knowledge to help facilitate customer-centric cultures, streamline operations, and reduce attrition by sourcing, managing, and training top talent."

Speed and scale: "Fast-growing companies need to be agile and smart with their time and resources. An experienced outsourcing partner will be able to ramp up your operations by leveraging their global footprint, along with the tools and expertise to forecast and meet demand."

AI and automation: "Many businesses who have acted upon the automation opportunity have seen exponential year-over-year cost savings. The goal, however, should not be to introduce tech for tech's sake, but rather to work with your trusted outsourcing partner to discern how AI and automation can make things faster, easier, and better for your customers and team members alike."

Deep domain and industry expertise: "A top-tier CX partner will have earned experience in your industry and in others, too; the idea that makes a big impact for your business may come from an unexpected industry or source."

The more complex your tech becomes, the stronger your digital strategy needs to be

Generative AI, NFTs — it's hard to know what trends in customer experience are here to stay and which ones are flashes in the pan.

For instance, despite a great interest in the metaverse, brands are still reluctant to go all-in on investing in metaverse CX, likely because it's hard to grasp its commercial prospects.

It's a subject that Michael Ringman, chief information officer at TELUS International wrote about for Fast Company. He explains, "In order for brands to realize their full potential, they must create environments where consumers feel both safe and authentically engaged."

Advocating the importance of good data and a considered strategy as fundamentals to metaverse initiatives, Ringman later continues, "On the quest to meet and exceed these customer expectations, fortune favors the planners. Brands must build their metaverse on a solid foundation of data about its customers and their needs and desires. During this crucial early phase, brands should be as specific as possible to effectively action the findings. Their analysis should also include identifying metrics for accurately and continuously monitoring metaverse CX after the launch."

His attention on customer data isn’t specific to the metaverse, however. Ringman consistently encourages savvy digital investments and planning, as is the case in his article for Forbes. "To customers, stellar CX is frictionless and seamless, regardless of the channel. It's about the brand anticipating what they want. From a brand's perspective, delivering on those expectations is a path to developing loyalty — and staying true to that path depends on truly knowing your customers," says Ringman.

No matter how the future unfolds, there is one safe bet for brands: Customers, and by extension the customer experience, will be central to success. Think differentiator, not cost center. Think leading, not following. And when you need help building the future you want for your customers, think of TELUS International.

See what three thought leaders had to say about the future of digital customer experience.

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The future of digital CX, according to leaders

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.

UX/UI

Cart abandonment: What to do when customers 'ghost' you

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How leading travel brands embrace a personalized approach to UX & UI

How leading travel brands embrace a personalized approach to UX & UI

In customer experience and user-centered design, why fintechs are beating big banks

In customer experience and user-centered design, why fintechs are beating big banks

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