TELUS Digital $600M+ AI ROI in CX operations
Key Questions
What ROI has TELUS Digital achieved with AI in its CX operations?
TELUS Digital has achieved over $600M in AI ROI within customer experience (CX) operations. This includes $14.4M ROI from ServiceNow ITSM aligning with operations scaling. The results stem from scaling 20+ CX use cases since 2023.
How did TELUS Digital scale AI use cases in CX?
TELUS scaled over 20 CX use cases since 2023 using secure Fuel iX, which processed 2T tokens and reduced training and costs. They adopted a governance-first workflow redesign for efficient scaling. This approach supports ongoing operations modernization.
What is the role of ServiceNow in TELUS's AI strategy?
ServiceNow ITSM delivers $14.4M ROI by aligning with TELUS's ops scaling in CX. It supports modernizing enterprises with AI, transitioning from workflows to intelligence as per consulting guides. This integrates with TELUS's governance-first AI deployment.
Scaled 20+ CX use cases since 2023 via secure Fuel iX (2T tokens), cutting training/costs. Governance-first workflow redesign. ServiceNow ITSM ($14.4M ROI) aligns ops scaling. Open: skills/process details.