Telus transforms CX Program, realizes cost savings and churn reduction
TELUS completely transformed its CX program. What was once a struggling initiative facing escalating costs, limited customer feedback, and no real strategy, is now a model for reviving CX programs everywhere. TELUS’s CX transformation helped the company realize an annual $1 million direct cost savings; a 100% increase in customer feedback volume; best-in-class response rates, and a $5 million opportunity in churn reduction.
Download the TELUS case study and find out how they did it.
What you’ll learn:
- What it takes to transform a CX program
- TELUS CX program results
- What’s next for the TELUS program
“The work is never done. There are always problems to identify, and better ways to combat them.” – Stavros Davidovic, TELUS Manager of Feedback and Recovery