In an exclusive interview with Telecom Review during the 18th edition of the Telecom Review Leaders’ Summit, Monty Hamilton, Chief Product & Marketing Officer at TELUS Digital, elaborated on the company’s vision for the future, and the value in combining rich expertise and the power of technology to achieve enhanced business outcomes.
What recent innovations at TELUS Digital do you feel best exemplify the company’s vision for the future?
At TELUS Digital, we are excited about the transformative growth driven by our fusion of a rich history in digital customer care with cutting-edge technology. Today, this means leveraging artificial intelligence (AI) to achieve massive productivity gains, empower our teams, and deliver exceptional business outcomes. Our goal is to create richer customer experiences, all built on a foundation of world-class technology.
One standout innovation is our enterprise-grade generative AI engine, Fuel iX. This platform allows us, and other enterprises, to move AI experiments from the lab into real-world, large-scale production environments. Designed with a ‘privacy first’ mindset and ISO accredited (GenAI Privacy by Design, ISO 31700-1) - features like customer experience simulation, real-time language translation, and automatic summaries of customer interactions, Fuel iX empowers our teams and clients to focus on delivering exceptional customer care, radically reducing time spent on administrative tasks.
How do strategic partnerships contribute to TELUS Digital's ability to deliver innovative products?
At TELUS Digital, we take pride in our singular achievements, and we also recognize the power of collaboration. Through strategic partnerships, we unlock the 'one plus one equals three' effect. Collaborating with industry-leading hyperscalers—many of whom are also our clients—allows us to combine nearly two decades of expertise in digital customer care with cutting-edge technology.
One key area of focus is our Customer Contact Center technology, an area where we are witnessing rapid innovation and the emergence of new market players. Through strategic partnerships in this space, we can combine the best of artificial intelligence (AI) with the expertise of our people, delivering truly differentiated customer value propositions.
How are emerging technologies like AI and machine learning (ML) shaping the way TELUS Digital approaches product development?
We are entering an incredibly exciting era of technological advancement. For much of the past, product development was limited by factors like the speed of connectivity, the cost of computing power, and data storage expenses. Now, with the rise of AI and machine learning, those barriers are fading.
Today, we can process data more effectively than ever before. Previously untapped data sets are now driving innovation, enabling us to deliver superior customer experiences, improve bottom-line results, and fuel groundbreaking AI and machine learning experiments. We’ve moved beyond the tipping point, and this new chapter is empowering us to unlock even greater potential in product development.
Watch This Interview Here
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