TELUS Digital Earns Top Recognition in NelsonHall's 2025 CX Services Transformation Report
TELUS Digital, the global technology division of TELUS Corporation (TSX:T, NYSE:TU), has just been named a Leader in all four segments assessed by NelsonHall in its 2025 NEAT Evaluation for Customer Experience (CX) Services Transformation. The independent evaluation covered Overall Capabilities, Customer Experience Improvement, Cost Optimization, and Revenue Generation—a clean sweep reflecting TELUS Digital’s growing influence in digital customer transformation and advanced AI solutions.
Comprehensive Strengths in AI-Driven CX Transformation
NelsonHall's NEAT Evaluation placed a spotlight on TELUS Digital's end-to-end strengths, particularly the impact of its proprietary Fuel iX™ platform. This AI-focused suite empowers organizations to integrate and scale AI solutions safely and efficiently—boosting onboarding, agent productivity, and the quality of customer interactions. TELUS Digital’s mature approach, highlighted by dedicated GenAI and agentic AI, a robust Trust & Safety practice, and an extensive crowdsourcing platform, positions the company as a pivotal partner for businesses seeking rapid yet responsible digital change.
| Key Evaluation Area | TELUS Digital’s Distinction |
|---|---|
| Overall Capabilities | Leader (Highest Designation) |
| CX Improvement | Leader (Highest Designation) |
| Cost Optimization | Leader (Highest Designation) |
| Revenue Generation | Leader (Highest Designation) |
Fuel iX™ and Enterprise AI: Accelerating Digital Transformation
Fuel iX™, TELUS Digital’s proprietary generative AI and development platform, was highlighted for addressing pressing enterprise challenges—like siloed data, slow adoption, and limited AI visibility. By integrating advanced AI into operational, agent, and customer functions, the platform streamlines onboarding and optimizes workflows, helping organizations stay competitive without being locked into any one vendor’s ecosystem.
The NelsonHall report also called out TELUS Digital’s expertise in cloud-based contact center (CCaaS) solutions, cloud integrations, and Salesforce. These allow clients to modernize legacy infrastructure and launch digital capabilities without sacrificing context, personalization, or performance for their customers.
Integrated Solutions Drive Results Across Customer and Agent Journeys
TELUS Digital’s holistic approach extends beyond technology: its consulting-led model and strategic partnerships with leading tech companies give clients a comprehensive, vendor-agnostic solution. This strategy enables seamless integration into existing operations, while maximizing opportunities to cross-sell, upsell, and realize revenue growth from smarter customer engagement and support.
Recognition Validates TELUS Digital’s Competitive Edge
Standing out among 23 global vendors, TELUS Digital was the only firm to achieve the Leader ranking across all NEAT evaluation categories. According to NelsonHall’s Lead CX Analyst Ivan Kotzev, the firm’s combination of mature AI enablement, advanced operations, and consultative delivery gives clients an edge in navigating the evolving CX landscape. With a focus on responsible and inclusive technology development, TELUS Digital also reinforces its position as a trusted, long-term CX transformation partner.
Key Takeaways: What This Means for Stakeholders
- For enterprises: TELUS Digital’s status offers reassurance that they’re partnering with a recognized leader in delivering advanced, scalable, and cost-effective digital transformation.
- For investors: The top-tier recognition supports confidence in TELUS Digital’s ability to win new business, deepen customer relationships, and remain ahead in AI and CX trends.
- For the industry: This announcement highlights the growing necessity of AI-driven, integrated, and agile solutions for staying relevant in customer engagement and support.
As TELUS Digital continues to roll out new AI innovations and deepen its global partnerships, this industry validation is likely to attract more enterprises seeking end-to-end CX modernization, while further solidifying TELUS Digital's leadership role in the fast-evolving CX transformation sector.
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