Survey reveals strong momentum for AI
investment, unlocking significant opportunities for full-scale
integrations that include multimodal interfaces, voice technology,
and agentic AI
Research commissioned by TELUS Digital Experience (TELUS
Digital) (NYSE and TSX: TIXT), a leading global technology company
deploying exceptional customer experiences, reveals that enterprise
leaders have reached a pivotal juncture in their generative AI
(GenAI) plans. Survey respondents indicated that they are at
various stages of designing, implementing and scaling AI within
their businesses.
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Excerpt from TELUS Digital and Statista
survey, highlighting U.S. enterprise leaders' top digital CX
priorities in 2025.
Enthusiasm for GenAI is Clear, but Adoption Gaps
Remain
The survey, conducted in partnership with Statista, asked 250
enterprise leaders across the U.S. to identify their 2025 digital
CX priorities and the key factors driving those decisions.
Results show that CX leaders recognize the transformative power
of GenAI, with 71% identifying GenAI as a key driver for improving
customer service delivery and 36% planning to allocate over $4
million to GenAI initiatives in 2025.
Despite ongoing economic uncertainties throughout 2024, 78% of
leaders said they plan to increase their CX spending in 2025, with
over a quarter of respondents expecting their budgets to grow by
more than 25%. This focus on customer experience excellence is
reinforced by key priorities and outcomes:
- 84% of CX leaders consider the need to "improve the quality of
customer service delivery" as being of critical or high importance,
making it their most pressing objective for 2025;
- 76% reported improved customer experience outcomes over the
past year; and
- 44% of CX leaders said that advancements in technology had the
greatest external impact on their company’s customer experience in
2024.
Despite this momentum in technology-driven CX, only 10% of
leaders consider their enterprises in a "steady state" with GenAI.
“We are encouraged by how many brands are embracing GenAI
opportunities; however, many organizations are still in the early
stages of experimentation with GenAI, which reveals a disconnect
between CX priorities and the ability to fully integrate GenAI
solutions,” said Monty Hamilton, Chief Product and Marketing
Officer, TELUS Digital.
Closing this gap will be essential for brands to unlock more
intuitive, intelligent, and personalized customer journeys at scale
in 2025 and beyond. “Whilst we continue to build cutting-edge
capabilities for our clients, we are focused on helping them move
from single-threaded solutions to more holistic GenAI adoption
across their organizations. Given the size and scope of our
clients’ CX operations, scaling these activities has a big impact,”
said Hamilton.
Voice Technology is an Untapped Opportunity
While the survey results show enthusiasm for advancing CX
through AI technologies, the areas where leaders are choosing to
invest tell a more nuanced story. When asked about top digital CX
technologies they plan to invest in for 2025:
- 44% prioritized CRM systems as their top investment area
- 38% planned to invest in chatbots and virtual assistants
- 32% chose analytic tools
Only 14% of CX leaders surveyed said they planned to invest in
voice technology in 2025, a critical enabler of multimodal customer
experiences.
“AI-powered chatbots and similar foundational applications are a
good starting point, but CX leaders should be aiming higher this
year, especially in considering transformational technologies like
voice, which can deliver impactful value for brands,” said Tobias
Dengel, President, TELUS Digital Solutions, and author of The Sound
of the Future: The Coming Age of Voice Technology, a Wall Street
Journal and USA Today bestseller. “Powered by generative AI,
voice-first interfaces will make digital customer experiences more
natural, accurate, accessible, and human. Brands must innovate to
stay ahead, and seriously consider adopting voice-first strategies
or they risk disruption by competitors who do, as voice-driven
customer experiences become increasingly mainstream.”
“With agentic AI now emerging, where systems can autonomously
analyze information and make decisions, brands need to start laying
the groundwork today,” added Dengel. “The good news is that AI
adoption doesn’t have to come with prohibitive costs. By working
with the right partner, organizations can leverage flexible,
scalable solutions that align with OPEX-friendly models, reducing
the need for large upfront investments. This approach enables CX
leaders to more effectively bridge the gap between single purpose
solutions and full-scale AI integration while building trust,
safety, and control into their systems, ensuring readiness for the
next wave of AI innovation.”
Overcoming Barriers to Unlock AI's Full Potential
What is holding CX leaders back from advancing their AI goals?
Despite increased AI investment, leaders cite certain challenges to
adopting full, scalable AI-powered customer experiences:
- 44% of CX leaders cited high costs as the primary challenge to
advancing CX initiatives;
- 36% pointed to data compliance hurdles, reflecting the
complexity of balancing innovation with regulatory requirements;
and
- 34% identified technical infrastructure limitations as a
roadblock to scaling CX efforts effectively.
Overcoming these challenges requires targeted, strategic
investments in technologies and tools that deliver measurable
outcomes. It also demands robust infrastructure, scalable
platforms, and governance frameworks that build trust and ensure
seamless integration across business operations. While these steps
may seem financially daunting, they can be more accessible with the
right approach.
Partnering for GenAI-fueled CX Success
TELUS Digital provides a comprehensive suite of AI-powered CX
solutions designed to reduce risk, optimize operational costs, and
drive measurable outcomes. With an end-to-end approach, TELUS
Digital supports the entire customer journey, from modernizing CRM
systems and enhancing AI-driven interactions to leveraging advanced
analytics. These solutions empower enterprises at every stage of
their digital transformation to deliver seamless, intelligent, and
highly personalized customer experiences.
Fuel iX™, TELUS Digital’s proprietary GenAI engine, empowers
organizations to scale AI solutions with flexibility, control and
trust. As a vendor-agnostic solution, Fuel iX allows organizations
to integrate seamlessly with multiple large language models (LLMs)
and cloud providers, avoiding lock-in and giving businesses the
ability to choose the technologies that best suit their evolving
needs.
TELUS Digital’s GenAI Jumpstart Accelerator helps brands
transition from exploration to implementation with a structured,
expert-led approach. Focused on identifying high-impact use cases,
aligning stakeholders, and building scalable AI roadmaps, the
program reduces risk and accelerates time-to-value with an emphasis
on collaboration, speed, and measurable outcomes.
Emerging technologies like voice and agentic AI are redefining
customer interactions, creating exciting, new opportunities for
brands. TELUS Digital helps businesses stay ahead by delivering
solutions that combine multimodal experiences that blend voice,
visual, and touch with conversational AI and mobile applications,
enabling seamless and intuitive end-to-end customer journeys.
For more information on how to achieve your CX goals in 2025,
visit telusdigital.com. You can read the full TELUS Digital and
Statista survey results here.
The Sound of the Future: The Coming Age of Voice Technology,
written by digital innovation leader, and President of TELUS
Digital Solutions, Tobias Dengel, is available for purchase on
Amazon.
About TELUS Digital
TELUS Digital (NYSE & TSX: TIXT) crafts unique and enduring
experiences for customers and employees, and creates future-focused
digital transformations that stand the test of time. We are the
brand behind the brands. Our global team members are both
passionate ambassadors of our clients’ products and services, and
visionary 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 digital IT services,
such as cloud solutions and AI-fueled automation, trust and safety
services, AI data solutions, including expertise in computer
vision, and front-end digital design and consulting services. Fuel
iX™ is TELUS Digital’s proprietary GenAI engine at the heart of our
innovation, helping enterprises advance their GenAI pilots to
working prototypes and production at scale, quickly, securely and
responsibly across multiple environments, applications and
clouds.
Powered by purpose, TELUS Digital leverages technology, human
ingenuity and compassion to fuel remarkable outcomes 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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version on businesswire.com: https://www.businesswire.com/news/home/20250123976623/en/
TELUS Digital Investor
Relations Olena Lobach ir@telusdigital.com
TELUS Digital Media Relations
Ali Wilson media.relations@telusdigital.com
TELUS International Cda (NYSE:TIXT)
過去 株価チャート
から 12 2024 まで 1 2025
TELUS International Cda (NYSE:TIXT)
過去 株価チャート
から 1 2024 まで 1 2025
