NelsonHall Names TELUS Digital a Leader in its 2025 NEAT Evaluation for Customer Experience Services Transformation

The company was named a Leader in all four CX transformation segments assessed: overall capabilities, customer experience improvement, cost optimization, and revenue generation

VANCOUVER, British Columbia--(BUSINESS WIRE)--TELUS Digital, the global technology division of TELUS Corporation (TSX: T, NYSE: TU) specializing in digital customer experiences (CX) and future-focused digital transformations, has been named a Leader in the 2025 NelsonHall NEAT Evaluation for CX Services Transformation across the Overall Capabilities, CX Improvement, Cost Optimization and Revenue Generation evaluation categories. This is the analyst firm’s highest designated ranking, reflecting TELUS Digital’s ability to consistently drive operational efficiency and revenue growth for clients while positioning them for long-term success through advanced and scalable artificial intelligence (AI) in the contact center and beyond.

“The main lever for every CX transformation journey today is converting AI deployments into business outcomes,” said Ivan Kotzev, Lead CX Analyst, NelsonHall. “TELUS Digital’s Fuel iX™ platform and its mature AI enablement practice are empowering organizations with operational, agent, and customer augmentations addressing target needs for AI-driven engagement, asynchronous communication and digital innovation.”

The NelsonHall NEAT report highlighted strengths across TELUS Digital’s portfolio, including its:

• Dedicated generative AI (GenAI) and agentic AI development platform, Fuel iX, powers CX applications across operational, agent and customer augmentation
• Strong Trust & Safety practice with specialized domain expertise and proven client implementations at scale
• Mature AI operations practice including a large, crowdsourcing platform and specialized AI training services
• Powerful opportunity to cross-sell and upsell through integrated marketing, CX and sales enablement offerings
• Broad ecosystem of strategic enterprise technology partnerships that strengthen joint go-to-market innovation and maintain a vendor-agnostic approach, enabling clients to integrate seamlessly with their existing providers and tech stacks

TELUS Digital’s Fuel iX recognized for its role in CX services transformation

In NelsonHall’s report, TELUS Digital’s Fuel iX was highlighted for its ability to deploy enterprise generative AI safely and efficiently across existing systems to accelerate onboarding, boost agent productivity and improve customer experiences. Fuel iX solves common enterprise challenges like siloed data, slow enterprise AI adoption and limited visibility into model performance.

The report also emphasized TELUS Digital’s deep expertise in CCaaS, cloud services and Salesforce integrations, which enable clients to modernize legacy systems, streamline agent workflows and deploy AI capabilities faster across their existing tech stacks. These capabilities allow enterprises to integrate new digital channels seamlessly while preserving the context, personalization and performance customers expect from every interaction.

“Our Leader status in NelsonHall’s NEAT Evaluation for CX Services Transformation reinforces the success we are realizing with our clients, helping them navigate the complexities of AI implementation to modernize their customer and agent experiences,” said Tobias Dengel, President, TELUS Digital. “At TELUS Digital, we bring consulting-led, end-to-end digital transformations to life at a global scale for clients, backed by our unique advantage of being both an operator and a service provider. We are a trusted CX partner delivering smarter experiences in the moments that matter from customer acquisition and engagement to support and growth. Our proprietary Fuel iX platform, supported by our broader technology stack and partner ecosystem, helps clients adapt rapidly to AI advancements without vendor lock-in. All together, we provide the right mix of advanced technology and human expertise to address each of our clients’ unique needs in a way that is cost-efficient and tailored to their operations.”

The 2025 NelsonHall NEAT Evaluation for CX Services Transformation analyzed the performance of 23 vendors offering CX transformation services and evaluated them on “ability to deliver immediate benefit” and “ability to meet client future requirements”. Participating vendors were then identified as: Leaders (the highest designation), High Achievers, Innovators or Major Players.

To learn more about TELUS Digital’s AI-fueled, end-to-end digital CX solutions, please visit telusdigital.com/solutions/cx-consulting

About TELUS Digital

TELUS Digital, a wholly-owned subsidiary of TELUS Corporation (TSX: T, NYSE: TU), 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 iX^TM 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