TELUS Digital Achieves Leadership in CXM Services for Eighth Year in a Row: A Testament to Innovation and Success
In a remarkable achievement that highlights its unwavering commitment to excellence in customer experience management, TELUS Digital has been named a leader in the Everest Group's 2026 Customer Experience Management (CXM) Services PEAK Matrix Assessment for the eighth consecutive year. This accolade underscores TELUS Digital's robust capabilities in artificial intelligence (AI)-powered customer experiences and its expansive global delivery network.
Located in Vancouver, BC, TELUS Digital has positioned itself as a pioneering force in the realm of CX, utilizing its proprietary Fuel iX™ suite of AI products to revolutionize the way businesses engage with their customers. According to Everest Group, TELUS Digital's comprehensive portfolio, which includes functionalities for agent support, quality management, and enterprise AI orchestration, served as a significant differentiator in the competitive landscape of CXM service providers.
"TELUS Digital continues to strengthen its foothold as a Leader in Everest Group's CXM Services PEAK Matrix Assessment, supported by its extensive global delivery footprint and multilingual capabilities," said Sharang Sharma, Vice President of Everest Group. The research evaluated 48 CXM service providers, positioning TELUS Digital alongside seven other esteemed companies recognized for their exceptional service and innovation.
One notable highlight from the assessment was TELUS Digital's versatile Fuel iX platform, which integrates various AI tools to enhance customer interactions. This platform, which includes Fuel iX Agent Assist for real-time support and Fuel iX Agent Trainer for training improvements, streamlines and optimizes customer service processes, thus enabling organizations to improve customer satisfaction and operational efficiency.
Everest Group also acknowledged TELUS Digital's broad technology partner ecosystem, which includes leaders such as Google Cloud, Zendesk, Amazon Connect, and Automation Anywhere. This diverse array of partnerships not only amplifies TELUS Digital's service offerings but also enriches its capabilities in analytics, automation, and conversational AI, making it an invaluable partner for companies aiming to enhance their CX initiatives.
The assessment shed light on TELUS Digital's commitment to catering to a global clientele, with the ability to support over 50 languages, thus making its services accessible across the Americas, Europe, and Asia-Pacific regions. In 2026, TELUS Digital plans to further enhance its multilingual CX support, particularly in Southeast Asia, while also expanding its cloud and AI service capabilities through strategic acquisitions and new initiatives.
The company services a diverse range of industries, including telecom, banking, media, entertainment, and healthcare, providing comprehensive solutions for various customer service needs such as technical support, sales, compliance, and transaction management.
TELUS Digital's approach to pricing is another area where it stands out; it employs a mix of input, output, outcome, and hybrid-based commercial models, which align closely with the demands of enterprises seeking transparent and accountable pricing structures. This flexibility ensures that clients pay for results that drive tangible business outcomes rather than mere service rates.
As enterprises increasingly shift towards integrated, production-scale AI operations, they are looking for CXM providers who demonstrate accountability throughout the AI-enabled customer experience lifecycle. This shift is reflected in TELUS Digital's strategic initiatives, which focus on providing clients not just with AI capabilities but also with the knowledge and support necessary to leverage those capabilities effectively.
In an interview, Tobias Dengel, President of TELUS Digital, emphasized, "We are witnessing a significant transition in the market; the focus has shifted from merely considering the incorporation of AI in customer experience to ensuring its successful execution at scale. Our model is designed to provide enterprises with all the necessary tools and support for implementing AI in a way that drives measurable improvements in customer satisfaction and operational efficiency."
The rigorous evaluation process for the Everest Group's PEAK Matrix Assessment involved extensive analysis and feedback from clients and industry stakeholders. This thorough methodology ensures that TELUS Digital's ongoing leadership status is grounded in both its market performance and its strategic vision.
Finally, as TELUS Digital continues to redefine the boundaries of customer experience management through innovative solutions and a deep commitment to client success, it maintains its reputation as a trusted partner for organizations eager to embark on their digital transformation journeys. For more insights into TELUS Digital's services and their implications for the future of customer experience, visit their website or explore their latest case studies and white papers.
Located in Vancouver, BC, TELUS Digital has positioned itself as a pioneering force in the realm of CX, utilizing its proprietary Fuel iX™ suite of AI products to revolutionize the way businesses engage with their customers. According to Everest Group, TELUS Digital's comprehensive portfolio, which includes functionalities for agent support, quality management, and enterprise AI orchestration, served as a significant differentiator in the competitive landscape of CXM service providers.
"TELUS Digital continues to strengthen its foothold as a Leader in Everest Group's CXM Services PEAK Matrix Assessment, supported by its extensive global delivery footprint and multilingual capabilities," said Sharang Sharma, Vice President of Everest Group. The research evaluated 48 CXM service providers, positioning TELUS Digital alongside seven other esteemed companies recognized for their exceptional service and innovation.
One notable highlight from the assessment was TELUS Digital's versatile Fuel iX platform, which integrates various AI tools to enhance customer interactions. This platform, which includes Fuel iX Agent Assist for real-time support and Fuel iX Agent Trainer for training improvements, streamlines and optimizes customer service processes, thus enabling organizations to improve customer satisfaction and operational efficiency.
Everest Group also acknowledged TELUS Digital's broad technology partner ecosystem, which includes leaders such as Google Cloud, Zendesk, Amazon Connect, and Automation Anywhere. This diverse array of partnerships not only amplifies TELUS Digital's service offerings but also enriches its capabilities in analytics, automation, and conversational AI, making it an invaluable partner for companies aiming to enhance their CX initiatives.
The assessment shed light on TELUS Digital's commitment to catering to a global clientele, with the ability to support over 50 languages, thus making its services accessible across the Americas, Europe, and Asia-Pacific regions. In 2026, TELUS Digital plans to further enhance its multilingual CX support, particularly in Southeast Asia, while also expanding its cloud and AI service capabilities through strategic acquisitions and new initiatives.
The company services a diverse range of industries, including telecom, banking, media, entertainment, and healthcare, providing comprehensive solutions for various customer service needs such as technical support, sales, compliance, and transaction management.
TELUS Digital's approach to pricing is another area where it stands out; it employs a mix of input, output, outcome, and hybrid-based commercial models, which align closely with the demands of enterprises seeking transparent and accountable pricing structures. This flexibility ensures that clients pay for results that drive tangible business outcomes rather than mere service rates.
As enterprises increasingly shift towards integrated, production-scale AI operations, they are looking for CXM providers who demonstrate accountability throughout the AI-enabled customer experience lifecycle. This shift is reflected in TELUS Digital's strategic initiatives, which focus on providing clients not just with AI capabilities but also with the knowledge and support necessary to leverage those capabilities effectively.
In an interview, Tobias Dengel, President of TELUS Digital, emphasized, "We are witnessing a significant transition in the market; the focus has shifted from merely considering the incorporation of AI in customer experience to ensuring its successful execution at scale. Our model is designed to provide enterprises with all the necessary tools and support for implementing AI in a way that drives measurable improvements in customer satisfaction and operational efficiency."
The rigorous evaluation process for the Everest Group's PEAK Matrix Assessment involved extensive analysis and feedback from clients and industry stakeholders. This thorough methodology ensures that TELUS Digital's ongoing leadership status is grounded in both its market performance and its strategic vision.
Finally, as TELUS Digital continues to redefine the boundaries of customer experience management through innovative solutions and a deep commitment to client success, it maintains its reputation as a trusted partner for organizations eager to embark on their digital transformation journeys. For more insights into TELUS Digital's services and their implications for the future of customer experience, visit their website or explore their latest case studies and white papers.
Topics Consumer Technology）
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