Customer Experience, Service & Success

TELUS International Named a ‘Leader’ in Everest Group for CXM

TELUS International one of only six CX providers recognized as a ‘Leader’ in the Americas TELUS International featured on Everest Group’s inaugural 2023 Global PEAK Matrix®

TELUS International (NYSE and TSX: TIXT), a leading digital customer experience innovator that designs, builds and delivers next-generation solutions, including artificial intelligence (AI) and content moderation, for global and disruptive brands, has been named a ‘Leader’ in the Americas for a fifth consecutive year by global research and advisory firm, Everest Group, in its Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2023. Additionally, TELUS International was recognized as a global provider in Everest Group’s inaugural 2023 Global PEAK Matrix® assessment.

“Amidst a backdrop of significant and ongoing evolution in the CX industry over the years, including the introduction of new technologies like GenAI, the growth in popularity of digitally-mediated experiences and environments such as apps, social media and voice-activated devices, and the increased use of automation, it is an honor to be consistently recognized as a Leader for the past five years by Everest Group,” said Jeff Puritt, President and CEO, TELUS International. “This recurrent recognition is a true testament to the ingenuity and dedication of our global team to continually grow, adapt and enhance our end-to-end capabilities to support the evolving customer journey. It also acknowledges our company’s entry and strengthening presence in new geographies, languages, and verticals that further enable us to effectively serve our clients and cater to their diverse requirements.”

In its 2023 report, Everest Group highlighted the growth in TELUS International’s digital CX portfolio service capabilities in UI/UX design, growth marketing, full stack app development, data science, and engineering, as well as in its advisory services, including digital strategy, CX process consulting and customer analytics to further enable the digital CX transformation journey for its clients. Everest Group also noted TELUS International’s integrated suite of proprietary solutions such as its intelligent TELUS International Assistant, Intelligent Insights and Visual IVR, which enable the company to offer personalized, AI-driven experiences for customers.

“TELUS International offers robust digital CX capabilities, a versatile suite of proprietary solutions, and strategic partnerships with technology providers to drive digital transformation to enhance digital CXM,” said Sharang Sharma, Vice President, Everest Group. “It also utilizes a balanced shoring strategy, supported by a network of delivery centers located in onshore, nearshore, and offshore locations, enabling it to effectively serve its clients in the North American region. These factors have contributed to TELUS International being designated as a Leader in Everest Group’s Customer Experience Management (CXM) Americas – PEAK Matrix® Assessment 2023.”

Everest Group evaluated and ranked 54 CXM providers for this year’s CXM PEAK Matrix Assessment based upon market success, vision and capabilities. Each provider offered a comprehensive look at its service focus, key IP/solutions, domain investments and case studies for the research process as well as provided buyers for reference interviews.

Everest Group’s PEAK Matrix assessments provide comparative evaluations of providers, locations, and products and solutions within various market segments. Leading organizations around the globe trust these comparative assessments because of their unbiased evaluation of factors such as vision, capabilities/functionality, talent availability, market success/impact, and cost.

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