TELUS Digital launches global rebrand to enhance AI services
VANCOUVER, CANADA — TELUS Digital Experience, previously known as TELUS International, has officially rebranded to TELUS Digital.
This strategic change highlights the company’s commitment to a digital-first approach, integrating advanced AI-powered solutions with human interactions to enhance customer and employee experiences.
Leadership changes reinforce strategic vision
The rebranding is accompanied by significant leadership changes. Jason Macdonnell has been appointed as Acting CEO and President of TELUS Digital Customer Experience, while Tobias Dengel takes on the role of President of TELUS Digital Solutions.
These appointments, effective since September 3, aim to strengthen TELUS Digital’s focus on client care, loyalty, cost efficiency, and digital transformation.
Macdonnell emphasized that the rebrand aligns with the company’s innovative solutions aimed at addressing business challenges and driving progress.
“Today’s official rebrand to TELUS Digital aligns our company name even closer with our full spectrum of innovative solutions, both existing and prospective, which elevate end-to-end customer journeys, solve business challenges, mitigate risks, safeguard individuals, and drive continuous progress,” he stated.
AI innovations propel revenue growth
TELUS Digital’s strategy remains solidly rooted in proactively embracing the latest technologies. The company continues to expand its AI-related business, which contributed approximately 15% to its overall revenue in the first half of 2024, growing 13% year-over-year.
The company’s offerings include AI data solutions to train, test, validate, and fine-tune machine learning, natural language processing, and computer vision algorithms; front-end digital design to reimagine UX/UI and digital consulting services to advance cutting-edge AI use cases from whiteboards to working prototypes.
Last April, the company launched Fuel iX, an advanced GenAI engine designed to accelerate digital transformation to drive impactful results while providing enhanced operational efficiency, scalability, and valuable insights.
The subsequent July launch of Fuel EX, an employee productivity and knowledge search application powered by Fuel iX, further underscores the company’s ability to continuously create state-of-the-art solutions to meet the evolving needs of modern businesses.
Dengel noted that the company has a “unique edge in the CX industry because of our highly-curated and integrated capabilities across digital design and development, AI data services and human-centered CX experiences, which can be tailored to client specifications and woven together across the entire customer journey.”
Humanity-in-the-loop principles guide AI development
As part of its rebranding initiative, TELUS Digital introduced Humanity-in-the-loop principles. These guidelines ensure responsible AI design and implementation while allowing flexibility to adapt to evolving AI technologies and regulations globally.
Dengel emphasized the importance of considering the broader impact of AI work beyond business objectives, promoting a human-centered approach.
Industry recognition affirms leadership
TELUS Digital’s numerous awards, rankings, and third-party recognition helped solidify its position as a top global industry leader over the years. Most recently, the company was named a leader on the Everest Group PEAK Matrix for CXM Services in the Americas for six consecutive years, and it received the Best Informational Bot Solution award from the AI Breakthrough Awards for four consecutive years.
TELUS Digital is also recognized for its Privacy by Design certification (ISO 31700-1) and has been included on The IAOP Global Outsourcing 100 list for eight consecutive years.
Additionally, the firm has been selected for a Trailblazing Techquity Innovation Award from HLTH for its AI-powered mobile app, Vocable, which is designed to help nonverbal, paralyzed, and disabled individuals communicate using head movements and speech.
TELUS Digital’s rebranding marks a significant step in its evolution as a leader in digital-first experiences. By integrating advanced AI technologies with human-centered approaches, the company aims to continue its trajectory of growth and innovation in the global market.
