Questions for now - Compelling perspectives on digital CX
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How do you move from chaos to clarity with CX AI? (feat. Zendesk)
On this episode, we explore AI orchestration in contact centers — and what CX leaders need to know to move from digitized chaos to operational clarity.Most brands have implemented AI in their customer…
How is AI simulation reinventing contact center agent training? (feat. ElevenLabs)
On this episode, we explore how realistic voice simulations are accelerating agent readiness — and what CX leaders need to know to implement AI training at scale.Generative AI and voice simulation tec…
What does IDC research reveal about the untapped potential of CX partnerships? (feat. Robin Jakobsen)
On this episode, we explore why enterprises often trust their CX service partners with their customers — but not their revenue.A new IDC study, sponsored by TELUS Digital, reveals a striking…
Is sales misalignment costing you customers? (feat. Robin Jakobsen and Shawn Casemore)
On this episode, we explore the critical connection between sales and customer experience teams — and why a misalignment might be costing you customers, revenue and brand reputation.When sales sets…
Is your agent experience powering your CX — or sabotaging it? (feat. Ken Hughes and Estuardo "Ligo" Ligorría)
On this episode, we explore the hidden cost of overlooking agent experience — and how it impacts your customers.Your contact center agents handle hundreds of customer interactions every week, from…
What five questions should CX leaders ask to improve customer outcomes in 2026?
On this episode, our expert guests from this year’s past episodes each share one critical question that customer experience (CX) leaders need to ask themselves to deliver better customer outcomes in…
What are the AI compliance trends leaders can’t ignore in 2026? (feat. Jeff Brown and Natália Fritzen)
On this episode, we explore why customer experience (CX) leaders need to be aware of developments in AI compliance in 2026 — and why a “light touch” approach puts your CX at risk.The era of voluntary …
How do customer success leaders become strategic partners? (feat. Kelly McGuire and Tom Pelisson)
On this episode, we explore what it takes to shift from vendor to strategic partner — and why good metrics alone don't guarantee renewals.The difference between vendors who survive consolidation and…
Why do satisfied customers leave? (feat. Joey Coleman and Brian Breslin)
On this episode, we explore why satisfied customers leave — and what it takes to turn satisfaction into lasting loyalty.Most B2B and B2C businesses assume that satisfied customers will stay. But…
Why should CX leaders care about data neutrality? (feat. Amith Nair and Prof. Renato Vicente)
On this episode, we explore data neutrality — and why ensuring unbiased, reliable data is fundamental to delivering AI-powered customer experiences. AI is everywhere in today’s customer experiences,…
Presenting: AI Unraveled — The Future of AI Safety Testing
We’re bringing you a recent release of AI Unraveled, a podcast exploring groundbreaking research, innovative applications and emerging technologies that are pushing the boundaries of AI.On the…
Are you leaving revenue on the table in customer experience? (feat. Cami Ferreira and Richard Bledsoe)
On this episode, we explore strategies that transform customer experience into a revenue engine — and how to communicate CX wins with language that resonates with C-suite executives.As customer…
Presenting: What The Fraud? — The business of trust
We’re bringing you a recent release of What The Fraud?, a podcast from our partners at Sumsub, a global leader in identity verification, compliance and fraud prevention. On the episode, "The Business…
How can you alleviate cost pressures in customer experience? (feat. Adrian Swinscoe & Jelena Bajic)
On this episode, we explore how to alleviate cost pressures in customer experience — and unlock the potential for CX to drive business growth.CX leaders face several competing pressures: budget constr…
How can brands scale their digital customer success programs efficiently? (feat. Samantha David of monday.com)
On this episode, we explore how B2B SaaS platform monday.com has scaled its digital customer success programs to support rapid growth — and how these programs are optimized to meet each customer at…
What trends are shaping trust and safety programs in 2025? (feat. Peter Ryan and Ljubiša Velikić)
On this episode, we discuss trust and safety trends — including emerging challenges and opportunities — and how the evolution of technology is shaping CX leaders' priorities in 2025.Fraudulent…
How can crypto and fintech brands prevent fraud and maintain customer trust? (feat. Amanda Wick)
On this episode, we explore the threat landscape in crypto and fintech — and how companies can go beyond maintaining customer trust to turn confidence into a competitive advantage. With the advent of…
Is automation the key to more human, personalized experiences? (feat. Bal Mahal and David Wachs)
On this episode, we explore practical strategies for maintaining authentic customer connections and how, paradoxically, automation can make your experiences more human — not less.As brands scale, crea…
Is experience management the new customer experience? (feat. Ian Golding and Diane Magers)
On this episode, we explore whether it’s time for leaders to reframe their thinking from traditional customer experience to experience management. Although brands may understand that customer…
The era of AI-driven personalization is here. What now? (feat. Mark Abraham and David Caudle)
On this episode, we discuss the evolution of personalization in the customer experience — and how brands can leverage AI to create personalized experiences at scale.According to TELUS Digital…
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Questions for now - Compelling perspectives on digital CX has published 40 episodes since May 2023, covering topics in Business, Management.
Questions for now - Compelling perspectives on digital CX is currently highly active with new episodes monthly. Average episode length is 30m.
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