Listen to Questions for now to hear big thinkers discuss today’s big questions in digital CX. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of compelling perspectives and actionable insights.
Questions for now - Compelling perspectives on digital CX
Claim This Podcastby TELUS Digital
5.0(3 reviews)
75 episodes
Updated Bi-weekly
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34
Podcast Authority
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Engagement81
Podcast Overview
Listen to Questions for now to hear big thinkers discuss today’s big questions in digital CX. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of compelling perspectives and actionable insights.
Language
🇺🇲
Publishing Since
11/27/2017
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Quality36
Social0
YouTube0
Engagement81
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Recent Episodes
June 24, 2026
You deployed AI in your contact center. Now what? (feat. Ryan Strategic Advisory)
<p>On this episode, we look at where enterprise CX AI actually stands in 2026 — and why deployment and performance are not the same thing.</p><p>The Enterprise CX AI: 2026 Global Survey, conducted by Ryan Strategic Advisory and commissioned by TELUS Digital, reached 815 enterprise CX decision-makers representing 19 industry verticals and organizations with annual revenues ranging from $10M to over $5B. Among its findings: AI-assisted agent interactions, where an agent handles the conversation while AI tools surface information, suggestions and automations in real-time, are now the dominant model, leading in six of the seven functions the survey measured.</p><p>But there’s more to the story. Only 32% of organizations have AI-powered quality assurance in place, meaning nearly seven-in-ten of the surveyed organizations are running AI-assisted operations at a volume their quality assurance infrastructure likely can't keep pace with.</p><p>Meanwhile, CX budgets are largely holding or growing, with 40% of enterprises reporting increased AI investment heading into 2026 and nearly 50% holding steady. At that level of commitment, the question shifts to whether what's been deployed is performing to the level that's expected.</p><p>Peter Ryan, president and principal analyst at Ryan Strategic Advisory, and Erin Walker, global vice president of CX AI at TELUS Digital, approach the question from two complementary vantage points — the survey data and the delivery floor. Together, they cover where the enterprise market stands on CX AI.</p><h2>Show notes</h2><p>Download the Enterprise CX AI: 2026 Global Survey conducted by Ryan Strategic Advisory and commissioned by TELUS Digital: <a href="https://www.telusdigital.com/insights/customer-experience/resource/enterprise-cx-ai-2026" rel="noopener noreferrer" target="_blank">https://www.telusdigital.com/insights/customer-experience/resource/enterprise-cx-ai-2026</a></p><p>Learn more about CX Strategic Assessments from TELUS Digital: <a href="https://www.telusdigital.com/solutions/cx-consulting" rel="noopener noreferrer" target="_blank">https://www.telusdigital.com/solutions/cx-consulting</a></p>
May 29, 2026
How well have you tested your CX AI models, chatbots and agents?
<p>On this episode, we explore what rigorous AI safety testing looks like for customer-facing AI — and why most deployments carry more risk than the teams running them expect.</p><p>Testing AI before launch is standard practice. But one-time manual testing treats AI like a deterministic system. Model behavior is probabilistic, and the consequences of inadequate testing fall into four categories: people data harm, other types of data harm, reputational harm and commercial harm. Each represents a distinct exposure with real consequences for your organization and your customers.</p><p>Meaningful AI safety testing requires something different: continuous, automated adversarial testing at scale, designed to find what a bad actor would find before they find it. TELUS Digital's benchmark research, running 34 models through more than 620,000 simulated attacks, found attack success rates ranging from 1% to 90%, and identified five gaps in how most organizations approach testing: scale, scope, variety, repetition and simulation realism.</p><p><strong>Bret Kinsella, senior vice president and general manager of Fuel iX at TELUS Digital,</strong> draws on the GenAI safety model benchmark report to explain where CX AI tends to fail adversarial testing methods, how the exposure management framework reframes risk as an ongoing operational discipline and the question every CX leader should be asking about the AI their customers are currently interacting with.</p><h2>Show notes</h2><ul><li>Watch Uncharted, TELUS Digital's AI safety and security summit, on demand: <a href="https://www.telusdigital.com/insights/fuel-ix/resource/uncharted-ai-security-safety-summit-videos" rel="noopener noreferrer" target="_blank">https://www.telusdigital.com/insights/fuel-ix/resource/uncharted-ai-security-safety-summit-videos</a></li><li>Download the full GenAI safety model benchmark report: <a href="https://www.telusdigital.com/insights/fuel-ix/resource/genai-safety-benchmark-2026" rel="noopener noreferrer" target="_blank">https://www.telusdigital.com/insights/fuel-ix/resource/genai-safety-benchmark-2026</a></li><li>Learn more about Fuel iX Fortify, TELUS Digital's continuous adversarial testing and validation platform for enterprise AI, and request a free AI safety & security analysis: <a href="https://www.telusdigital.com/solutions/fuel-ix/fortify" rel="noopener noreferrer" target="_blank">https://www.telusdigital.com/solutions/fuel-ix/fortify</a></li><li>Connect with Bret Kinsella on LinkedIn: <a href="https://www.linkedin.com/in/bretkinsella/" rel="noopener noreferrer" target="_blank">https://www.linkedin.com/in/bretkinsella/</a></li></ul><br/>
April 23, 2026
How do you move from chaos to clarity with CX AI? (feat. Zendesk)
<p>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.</p><p>Most brands have implemented AI in their customer experience operations to some degree. But when systems are siloed, data is fragmented and workflows are disconnected, AI can magnify problems instead of solving them.</p><p>AI orchestration in the contact center changes that by connecting your data, systems and workflows so AI can make real decisions across every channel. This can increase resolution rates, improve agent experience and drive measurable business impact.</p><p>Nuri Gocay, director of contact center platform architecture at Zendesk, and Abby Spahich, global vice president for digital CX solutions at TELUS Digital, map the path from operational fragmentation to orchestrated clarity, making the case that true AI orchestration is ultimately about delivering better customer experiences, not just better efficiency metrics. Their perspectives cover readiness, organizational barriers and the first steps toward a truly orchestrated CX operation. </p><h2>Show notes</h2><ul><li><u><a href="https://www.telusdigital.com/events/zendesk-relate-2026" rel="noopener noreferrer" target="_blank">Join us at Zendesk Relate 2026</a></u> in Denver, Colorado, May 18–20, 2026. TELUS Digital is a platinum sponsor — be sure to stop by our booth to connect with our team in person.</li><li>Read Abby Spahich’s latest article, <u><a href="https://www.telusdigital.com/insights/customer-experience/article/modern-ccaas-strategy-for-enterprise-growth" rel="noopener noreferrer" target="_blank">The modern CCaaS strategy: Five steps for turning efficiency into growth</a></u>. </li><li><u><a href="https://www.linkedin.com/in/abbyspahich/" rel="noopener noreferrer" target="_blank">Connect with Abby Spahich on LinkedIn</a></u>.</li><li><u><a href="https://www.linkedin.com/in/nurigocay/" rel="noopener noreferrer" target="_blank">Connect with Nuri Gocay on LinkedIn</a></u>.</li></ul><br/>
75 total episodes available
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Samantha David
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Peter Ryan
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Ljubiša Velikić
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