Questions for now - Compelling perspectives on digital CX

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 routine questions to complex issues. When your agents feel empowered, they resolve problems with creativity and empathy, turning satisfied customers into loyal advocates and ultimately helping you win the moments that matter. When they don't feel empowered, they deliver transactional service, avoid taking initiative and may even start looking for the exit — sabotaging your CX in the process.Join Ken Hughes, keynote speaker, consumer behavioralist and author, and Estuardo "Ligo" Ligorría, regional vice president of operations for the Americas at TELUS Digital, as they reveal what the best CX leaders get right, what it means for them to truly “show up” for their frontline teams, and how to navigate the tension between efficiency and the human connection.Visit our website to learn more about TELUS Digital.

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 2026.We've compiled the most important questions from our conversations this year — each one designed to reveal where your CX strategy is vulnerable and what to do about it. Join us as we explore those questions with previous guests:Mark Abraham (co-author, Personalized: Customer Strategy in the Age of AI)Brian Breslin (vice president, fintech and SaaS, TELUS Digital)Diane Magers (co-author, The Customer Experience Field Guide)Adrian Swinscoe (author, Punk CX and Punk XL)Jelena Bajic (vice president, global operations excellence, TELUS)For more from today's guests, check out these episodes of Questions for now:On The era of AI-driven personalization is here. What now?, Mark Abraham reveals the five key promises brands must fulfill to delight customers at every interaction. On Why do satisfied customers leave?, Brian Breslin uncovers what separates customers who stay from those who leave for a better offer.On Is experience management the new customer experience?, Diane Magers explains the strategic shift to organization-wide experience management practices.On How can you alleviate cost pressures in customer experience?, Adrian Swinscoe and Jelena Bajic share strategies for delivering exceptional outcomes in CX when leaders are asked to do more with less.Visit our website to learn more about TELUS Digital.

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 AI oversight is over. Binding regulations are now enforceable globally. AI-powered fraud is accelerating. And for CX leaders, compliance directly impacts customer trust, and therefore your bottom line. Our expert guests cut through the complexity, revealing how to navigate fragmented global regulations, what you can do as a CX leader to prepare your organization and why the competitive edge in AI is shifting from who launches first to who launches responsibly. Listen for the compelling insights of Jeff Brown, general counsel, global privacy officer at TELUS Digital, and Natália Fritzen, head of AI compliance at Sumsub.Visit our website to learn more about TELUS Digital.Show notesBenchmark your fraud prevention and compliance program with TELUS Digital’s financial crime and compliance maturity assessmentExplore the data behind the fraud trends discussed in this episode with Sumsub’s Identity Fraud Report 2025-2026

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 those who don't isn't performance — it's relationships. Drawing from real customer success transformations, our expert guests reveal the frameworks that get customer success leaders in the room where decisions are made, the warning signs that predict churn despite healthy metrics and the tactics for building executive relationships that position you as a strategic partner.Listen for the compelling perspectives of Kelly McGuire, vice president of customer success at Everstage, and Tom Pelisson, director of global customer strategy and success at TELUS Digital.

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 research shows that 20 to 70% of new customers leave within their first 100 days — even when they rate their experience as "satisfactory." Drawing from examples across a wide variety of industries, our expert guests reveal the critical moments in the customer journey when satisfied customers are driven to leave, the hidden costs of customer attrition that extend beyond lost revenue, and the practical strategies that transform transactional relationships into emotional connections strong enough to keep customers coming back.Listen for the compelling insights of Joey Coleman, keynote speaker and author of Never Lose a Customer Again, and Brian Breslin, vice president of fintech and SaaS at TELUS Digital.Visit our website to learn more about TELUS Digital.