International Named “Leader” in Everest Group’s 2022 PEAK® Matrix for Customer Experience Management in the Americas | Company

VANCOUVER, British Columbia–(BUSINESS WIRE)–Sept. 29, 2022–

TELUS International, a leading digital customer experience (CX) innovator for global and disruptive brands, has been named a “Leader” by global research and advisory firm, Everest Group, in its management of the Experience (CXM) in the Americas – Service Provider Landscape with the PEAK Matrix® Assessment for 2022.

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TELUS International named a “Leader” in Everest Group’s 2022 PEAK® Matrix for Customer Experience Management in the Americas (Graphic: Business Wire)

“We are honored to have been recognized as a ‘Leader’ on Everest Group’s CXM PEAK matrix for a fourth consecutive year, especially in a significantly more competitive environment that has required suppliers to be nimble, innovative and forward-thinking. to help brands meet increasingly complex customer expectations,” said Jeff Puritt, President and CEO, TELUS International. “This recognition is a testament to the unwavering dedication, ingenuity and perseverance members of our TELUS International team who have helped our many customers navigate the uncertain macro environment by meeting their end-to-end needs through our diverse set of digital capabilities Our “Leadership” status also serves to further confirm why TELUS International continues to be chosen time and time again by leading global brands as their trusted CX partner.”

Everest Group selected 37 vendors to evaluate and benchmark for this year’s Americas PEAK Matrix assessment, and the rankings were based on market success, vision and strategy, service focus and capabilities, solutions and technology, investments in the field and customer feedback. Notably, TELUS International was one of only six providers recognized as a “Leader” in this year’s edition.

“By constantly developing sophisticated digital solutions, driving agent engagement and talent management initiatives, and delivering innovative processes, TELUS International is an Everest Group CXM ‘leader’ in the Americas – PEAK Matrix Assessment in 2022,” said Shirley Hung, Partner, Everest Group. “TELUS International’s strong technology capabilities, which include workforce automation, analytics and transformation solutions, coupled with insightful consulting capabilities and extensive experience supporting customers’ omnichannel needs, position the company in a good position to meet the transformation demands of customers. »

Additionally, Everest Group named TELUS International a “Star Performer” in its PEAK 2022 Everest Group matrix for CXM in Europe, the Middle East and Africa (EMEA). In research reports and reviews, buyers cited TELUS International’s ability to consistently achieve KPIs, its focus on employee well-being, and the fostering of a strong culture resulting in agent retention, a customer-focused talent, business acumen and domain expertise, openness to feedback, and flexibility. , and ease of doing business as areas of excellence.

Everest Group’s PEAK Matrix is ​​a proprietary framework for assessing the relative market success and overall capability of service providers based on performance, experience, capability and knowledge. Each service provider is benchmarked on two dimensions: market success and delivery capabilities. Market success is measured by revenue, number of customers, and year-over-year growth. Deliverability is measured by scale of operations, reach, technology and innovation, delivery footprint, and buyer satisfaction. The resulting matrix categorizes service providers into Leaders, Major Contenders and Aspirants. Companies that show strong upward movement in successive reports are recognized as Star Performers.

To learn more about TELUS International’s leading digital CX solutions in the Americas and globally, please visit:

About TELUS International

TELUS International (NYSE and TSX: TIXT) designs, builds and delivers next-generation digital solutions to improve customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its customers’ digital transformation journeys, enabling them to adopt next-generation digital technologies faster to achieve better business outcomes. TELUS International’s integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation and end-to-end AI data solutions, including computer vision capabilities, as well as omnichannel CX and trust and security solutions, including content moderation. Fueling all stages of business growth, TELUS International partners with brands in high-growth verticals, including technology and gaming, communications and media, e-commerce and fintech, banking, financial services and insurance, health care, travel and hospitality.

TELUS International’s unique caring culture promotes diversity and inclusiveness through its policies, resource groups and workshops for team members, and its equal opportunity hiring practices. employment opportunities in the regions where it operates. Since 2007, the company has positively impacted the lives of over one million citizens around the world, building stronger communities and helping those in need through large-scale volunteer events and to charitable donations. Five TELUS International Community Boards have provided $4.8 million in funding to local charities since 2011. For more information, visit:

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CONTACT: TELUS Global Analyst Relations:

Ali Wilson

(604) 328-7093

[email protected]

TELUS Global Investor Relations:

Jason Mayer

(604) 695-3455

[email protected]



SOURCE: TELUS International

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PUBLISHED: 09/29/2022 06:45 / DISK: 09/29/2022 06:47

Carol N. Valencia