TELUS Digital

Testing customer-facing AI before launch is standard practice. Testing it at the scale and frequency an attacker would — continually and relentlessly — is not. TELUS Digital's benchmark research ran 34 models through 620,000 adversarial attacks to find out what that difference looks like. 🔍 AI behavior is probabilistic. A system that passes testing today can fail tomorrow under different conditions, which is why the distance between tested and safe is wider than most deployments account for. On “Questions for now,” Bret Kinsella, senior vice president and general manager of Fuel iX™ at TELUS Digital, explores the five testing gaps most organizations haven't closed, why exposure management reframes CX AI risk as an ongoing operational discipline and what the benchmark revealed about attack success rates. 🎧 Listen to the full episode: https://lnkd.in/eJU9GUkd #AIRedTeaming #GenerativeAISecurity #AIPenetrationTesting

🏆 Six in a row. TELUS Digital has received the Excellence in Customer Service Award by Business Intelligence Group for the sixth consecutive year. Recognized in the Organization of the Year category, this acknowledgement highlights how our AI-powered approach to CX is delivering consistent, measurable results at scale, the kind that holds up year after year.

Operational inefficiencies slow teams down and directly impact revenue visibility and growth. ProcessBarron, an innovative leader in custom-engineered products and expert field services, was experiencing friction from manual CRM processes and disconnected systems, limiting pipeline clarity and insight into their installed base. By introducing an internal AI agent with Agentforce, they transformed how their sales organization operates, with: • Automated manual CRM tasks to reduce operational drag • Real-time, actionable insights delivered to sales teams • Unified data across Salesforce, SharePoint and CrewConX • Faster, more informed decision-making The outcome is a more connected, intelligent sales ecosystem built for speed, accuracy and scale. Check out the full case study to see if Agentforce can streamline your CRM operations: https://lnkd.in/eiCDph-t

Most organizations assume that choosing a reputable AI model means they're protected. Our latest research suggests otherwise. TELUS Digital's GenAI Safety Model Benchmark — built on 620,000+ adversarial tests across 34 models and 15 risk categories — found vulnerability rates ranging from 1.3% to 93%. And even the safest models have category-specific blind spots. Three factors emerged as the strongest predictors of native model safety:  1. How it reasons 2. How large it is 3. The approach The data makes one thing clear: No model safety rating removes the need for layered, ongoing security practices. The organizations best positioned to manage AI risk aren't necessarily those who chose the right model. They're the ones who test continuously, apply guardrails, and treat AI security as a core part of their operations. Learn more about the new report in today’s press release: https://lnkd.in/eaRUpW6P #AISecurity #AIGovernance #EnterpriseAI

Microsoft and TELUS Digital experts dissect AI agent promises vs. reality. Discover what's working, what's not and what's next for AGI. Watch the webinar here: https://lnkd.in/eEu5B9ty

What if the customers you're losing never told you they were leaving? For one global telecom provider, 80% of voluntary churn was entirely silent. No calls, no complaints, just customers quietly walking away. Working with our team, they rebuilt their marketing architecture to catch those signals in real time. Campaign response times dropped from 15 days to under 60 minutes, and a single use case is projected to generate $23.4M in revenue over three years. Cart abandonment was only the first use case. The architecture they built is the foundation to detect and act on churn signals at every stage of the customer journey. Check out the full story: https://lnkd.in/eKn4ydtu

Fewer than 30% of AI projects deliver measurable ROI and for autonomous vehicle programs, poor data quality is usually where things go sideways long before a model ever trains. TELUS Digital's Steve Nemzer, senior director, AI research and innovation, is quoted in a HackerNoon article on what separates AV programs that reach production from the ones that stall — covering annotation at scale, multi-sensor consistency and building audit trails that hold up when something breaks. Read the full article: https://lnkd.in/e_ePzC2s

How can you turn data into the moments that build loyalty, drive revenue and keep customers coming back? Join TELUS Digital at Salesforce Connections for a breakout session exploring how AI-powered customer engagement can transform service operations into revenue-generating experiences. If your customers expect proactive and personalized experiences, this session is built for you. We’ll explore how to: • Use Data 360, Marketing Cloud Next and Agentforce to identify customer intent in real time • Deliver proactive, personalized outreach before customers even ask for help • Eliminate disconnected service experiences with CCaaS and AI-powered engagement • Remove friction caused by repeated information, dropped context and siloed channels • Turn contact centers from cost centers into connected revenue and retention engines Led by Darsha Wells, Angela Pokrywka, Bartek Dyczkowski and Debra Cotton, this session draws on real-world experience helping organizations turn service into a growth lever. Register today: https://lnkd.in/eEtYj-fu

Your CX partner already has the tools, AI and talent to drive revenue. The only thing missing is a mandate to do it. Enterprises have grown comfortable handing the operational parts of the customer relationship to CX partners. Support queues, billing questions, post-sale service – all fair game. But sales stay in-house because it’s seen as strategic, too brand-defining or too tied to corporate identity to share with an outside team. IDC research found that while 27% of enterprises outsource customer analytics to CX partners, inbound sales outsourcing sits at just 17%, and outbound lower still. The gap isn't capability, it’s the mindset. In a contribution to MartechView, Robin Jakobsen, director of product strategy, CXM, breaks down why that gap is a strategic liability and what enterprises are leaving on the table by keeping sales in a silo. https://lnkd.in/erxtFsWF #CustomerExperience #B2BSales