The recognition underscores a shift in how enterprises approach customer experience as they transition from experimental generative AI projects to production-scale operations. Everest Group analysts highlighted that TELUS Digital’s Fuel iX suite—which covers everything from agent support to enterprise AI orchestration—is central to this capability. By pairing these AI technologies with a vast global delivery network that supports over 50 languages, the firm provides the operational depth required to manage complex customer journeys across diverse industries, including banking, healthcare, and telecommunications.
TELUS Digital Retains Top Spot in Everest Group CXM Rankings
For the eighth consecutive year, TELUS Digital has secured a Leader position in the Everest Group Customer Experience Management (CXM) Services PEAK Matrix Assessment for the Americas, standing out among 48 providers for its integration of proprietary AI tools and flexible, outcome-based commercial models.
Beyond its technical infrastructure, TELUS Digital has gained traction for its commercial flexibility. As businesses move away from traditional input-based pricing, the firm’s focus on outcome-linked contracts has become a significant differentiator. Tobias Dengel, President of TELUS Digital, noted that the market is no longer questioning whether AI belongs in customer service, but rather whether delivery partners can maintain it at scale to drive measurable gains in resolution times and quality scores. Alongside its success in the Americas, the company was also named a Major Contender in the EMEA and APAC regions, further solidifying its global footprint.
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