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Article | Customer Effort Score Vs. Net Promoter Score: Which KPI should you choose?
Article

Customer Effort Score Vs. Net Promoter Score: Which KPI should you choose?

Learn when to use Net Promoter Score versus Customer Effort Score for the most accurate measurement of your customer service offering.

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Article

Are you underestimating the role of culture in digital transformation?

Article | Are you underestimating the role of culture in digital transformation?

For digital transformation to work, corporate culture needs to be nimble, collaborative and open to calculated risk.

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Article

Empowering customer service agents to go above and beyond

Article | Empowering customer service agents to go above and beyond

Four proven best practices for delivering exceptional customer service from TELUS International.

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Article

Why a customer-first strategy is good for your brand — and bottom line

Article | Why a customer-first strategy is good for your brand — and bottom line

Learn how to craft great customer experiences while staying true to your business.

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Article

Ramping up for the holidays: How to excel at handling higher customer service demands

Article | Ramping up for the holidays: How to excel at handling higher customer service demands

Successfully meeting customers' service expectations is challenging year-round but there are essential lessons to learn from holiday crunch time.

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Article

At war with the status quo: Nest Labs’ unique approach to customer service

Article | At war with the status quo: Nest Labs’ unique approach to customer service

In Issue 4 of Customers First magazine, John Moses, head of customer support at Nest Labs, reveals his mission for customer experience.

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Article

How customer service significantly improves with diversity in the workplace

Article | How customer service significantly improves with diversity in the workplace

Learn why companies should consider diversity as a strategic tactic in realizing their business goals, including attracting top talent, enhancing their brand and delivering great customer service.

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Article

TELUS International and Google Cloud: Collaborating for customer experience innovation

Article | TELUS International and Google Cloud: Collaborating for customer experience innovation

Discover how Google Cloud and TELUS International are working together to create a better employee and customer experience through a high-tech, high-touch approach.

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Article

How one insurance carrier uses behavioral economics to improve customer service – Interview with Dan Ariely

Article | How one insurance carrier uses behavioral economics to improve customer service – Interview with Dan Ariely

The traditional insurance business tends to generate resentful customers. But as this interview with Duke Professor and Chief Behavioral Officer at Lemonade Inc. shows, using behavioral economics can improve that.

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Article

How retailers are attracting and retaining Millennial customers – and improving customer service

Article | How retailers are attracting and retaining Millennial customers – and improving customer service

With so much Millennial spending power, retailers are positioning themselves to build better customer and contact center experiences using analytics, experiential services, and more.

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Article

How sharing economy companies create a customer-first experience – 5 approaches

Article | How sharing economy companies create a customer-first experience – 5 approaches

Learn how sharing economy companies such as Turo, Zipcar, Postmates and others are addressing the need for a new approach to customer experience and customer service, including these top five strategies.

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Article

CIO Today: Study reveals how to get outsourcing relationships right – by Jeffrey Puritt, President and CEO

Article | CIO Today: Study reveals how to get outsourcing relationships right – by Jeffrey Puritt, President and CEO

Just as companies focus on employee engagement to attract, motivate and retain the best people, buyer-supplier engagement should be viewed as equally critical to achieving value-driven and differentiated services.

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Article

Introducing our new Customers First magazine! Insights on customer strategy and innovation

Article | Introducing our new Customers First magazine! Insights on customer strategy and innovation

The premier issue of Customers First is now ready for prime time! Read about the impact of IoT on the call center, Lean Six Sigma best practices, how Microsoft is tackling customer mega-trends, and much more.

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TELUS International is a subsidiary of TELUS Communications, Canada's fastest-growing national telecommunications company, with $13 billion in annual revenue and 12.8 million subscriber connections.