TELUS Digital Named a Leader in Everest Group Customer Experience Management (CXM) PEAK Matrix® Assessment - Americas for the Seventh Consecutive Year
Report highlights TELUS Digital's end-to-end CX transformation leadership, global talent, and service portfolio, recognizing its proprietary Fuel iX™ AI platform, Fine-Tune Studio dataset preparation platform, and Agentic AI Accelerator program
TELUS Digital (NYSE and TSX:TIXT), a leading global technology company specializing in digital customer experiences (CX), today announced that it has been named a Leader in the Everest Group Customer Experience Management (CXM) Services PEAK Matrix® Assessment – Americas for the seventh consecutive year. TELUS Digital was one of only five companies positioned as a Leader of the 48 CX service providers assessed.
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Everest Group has recognized TELUS Digital as a Leader in the report Customer Experience Management (CXM) PEAK Matrix® Assessment - Americas
"TELUS Digital delivers data-driven CXM services across the Americas, supported by a global workforce and a diversified delivery footprint spanning more than 30 countries, including strong nearshore capabilities," said Sharang Sharma, Vice President, Everest Group. "It offers end-to-end CX transformation, with specialized solutions in customer support, technical assistance, and transaction management, underpinned by its proprietary Fuel iX™ platform suite consisting of Agent Trainer, Copilots, and Agent Assist, that enhances agent effectiveness and service outcomes. With notable investments in asynchronous messaging, AI-powered automation, advanced analytics, and the Agentic AI Accelerator program, TELUS Digital has reinforced its position as a Leader in Everest Group's Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2025 – Americas."
TELUS Digital meets enterprise demand for secure, efficient and cost-effective CX
Enterprises across industries continue to seek partners that can deliver secure, high-quality customer experiences at scale. With over 1,300 AI consultants and engineers, and 20 years of experience managing CX for hundreds of global clients, TELUS Digital is powered by human expertise and advanced technologies that transform customer journeys, optimize interactions to drive business growth, reduce costs and turn support into revenue.
Everest Group highlighted TELUS Digital's Fuel iX portfolio of proprietary generative AI (GenAI) products, considering each a positive differentiator across markets:
- Fuel iX Agent Trainer accelerates agent onboarding and performance through realistic AI-powered practice scenarios.
- Fuel iX Agent Assist speeds up information retrieval for agents and provides relevant customer history so they can deliver faster, more personalized support.
- Fuel iX Copilots provides guided, role-specific support to help agents quickly access information and resolve customer issues.
- Fuel iX Fortify tests GenAI systems at scale, such as chat assistants and copilots, with automated red-teaming, and identifies vulnerabilities by replicating real-world adversarial attack scenarios.
Additionally, TELUS Digital's successful development and deployment of TELUS Expert Messaging, an asynchronous 24/7 customer messaging app was noted, along with Fine-Tune Studio, a multimodal and multilingual dataset preparation platform for large language models (LLMs).
TELUS Digital was also recognized as an early-mover in the agentic AI market with the development of its client-facing Agentic AI Accelerator program. The program rapidly pinpoints high-impact use cases, determines data readiness, and responsibly prototypes big ideas for tangible outcomes such as driving efficiency gains and cost reductions, and freeing up teams to tackle bolder objectives.
"This consistent, annual recognition from Everest Group over the past seven years reflects the immense trust our clients place in us, and how our team members around the world show up each day with passion and purpose for their work and for one another," said Jason Macdonnell, Acting CEO, TELUS Digital and President, TELUS Digital Customer Experience. "We're proud of this meaningful recognition, and we're even more focused on what comes next. We are committed to continuing to improve, innovate and deliver for our clients. This is what defines TELUS Digital and sets us apart from the competition."
Everest Group also positioned TELUS Digital as a Major Contender in the Global, EMEA and APAC (CXM) PEAK Matrix® Assessments, praising the company's broad scope of services across multiple industries and geographies, and highlighting positive client feedback on service quality, relationship management and operational expertise.
Defining leadership in CXM services
For its 2025 CXM Services PEAK Matrix® Assessment - Americas, Everest Group evaluated and ranked 48 CXM service providers, ranking them as Leaders, Major Contenders or Aspirants based on market impact, and vision and capability. Each service provider offered a comprehensive look at its service focus, key IP/solutions, domain investments and case studies for the research process, and provided buyers for reference interviews. Everest Group PEAK Matrix® assessments provide comparative evaluations of providers, locations, and products and solutions within various market segments.
Explore the CX strategy, AI-powered solutions and global expertise that earned TELUS Digital Everest Group's Leader recognition:
About TELUS Digital
TELUS Digital ((NYSE &, TSX:TIXT) crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that deliver value for our clients. We are the brand behind the brands. Our global team members are both passionate ambassadors of our clients' products and services, and technology experts resolute in our pursuit to elevate their end customer journeys, solve business challenges, mitigate risks, and drive continuous innovation. Our portfolio of end-to-end, integrated capabilities include customer experience management, digital solutions, such as cloud solutions, AI-fueled automation, front-end digital design and consulting services, AI & data solutions, including computer vision, and trust, safety and security services. Fuel iXTM is TELUS Digital's proprietary platform and suite of products for clients to manage, monitor, and maintain generative AI across the enterprise, offering both standardized AI capabilities and custom application development tools for creating tailored enterprise solutions.
Powered by purpose, TELUS Digital leverages technology, human ingenuity and compassion to serve customers and create inclusive, thriving communities in the regions where we operate around the world. Guided by our Humanity-in-the-Loop principles, we take a responsible approach to the transformational technologies we develop and deploy by proactively considering and addressing the broader impacts of our work. Learn more at: telusdigital.com
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