TELUS Digital Named as a Leader in Everest Group Customer Experience Management (CXM) Services PEAK Matrix® Assessment - Americas for the Eighth Consecutive Year
TELUS Digital's proprietary Fuel iX™ suite of AI products, global delivery footprint and outcome-based commercial models recognized as differentiators in AI-enabled CX transformation
VANCOUVER, BC, Sept. 16, 2026 /CNW/ -- TELUS Digital, a global technology service provider specializing in AI-powered digital customer experiences (CX) and future-focused digital transformations, has been named a Leader in the Everest Group Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2026 – Americas, for the eighth consecutive year. This is the analyst firm's highest ranking, highlighting TELUS Digital's capabilities across its proprietary artificial intelligence (AI) portfolio, global delivery network and diversified industry expertise. TELUS Digital was one of eight companies positioned as a Leader among the 48 CXM service providers assessed.
"TELUS Digital continues to strengthen its position as a Leader in Everest Group's Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2026 – Americas, supported by its broad global delivery footprint, multilingual capabilities, diversified industry presence, and depth across core CXM services," said Sharang Sharma, Vice President, Everest Group. "Its proprietary Fuel iX™ suite, spanning agent support, training, quality management, and enterprise AI orchestration, together with a broad technology partner ecosystem, enables TELUS Digital to support AI-enabled CX transformation across the customer lifecycle. Its flexible commercial models, including outcome-based constructs, along with strong client recognition for relationship management and delivery flexibility, further strengthen its proposition for enterprises."
TELUS Digital recognized for its capabilities across the CXM value chain
The Everest Group CXM Services PEAK Matrix® Assessment 2026 – Americas pointed to TELUS Digital's capabilities in:
- Its Fuel iX platform for enterprise AI orchestration, Fuel iX Agent Assist for real-time agent support and Fuel iX Agent Trainer for AI-led training and quality improvement.
- A broad technology partner network spanning Google Cloud, Zendesk, Five9, Amazon Connect, Cresta, ElevenLabs, Verint, Automation Anywhere and Sanas, extending its capabilities across CCaaS, analytics, automation, and conversational and agentic AI.
- A global delivery footprint supporting 50+ languages for clients based in the U.S., Canada, the U.K. and Ireland, Europe and Asia Pacific.
- Continued expansion in 2026 to strengthen multilingual CX support in Southeast Asia, along with the earlier acquisition of Gerent and the launch of an AI research hub in Brazil, adding depth to its cloud, digital CX and agentic AI capabilities.
- Depth across customer service, technical support, sales services, compliance and security management, talent management, customer retention management, order fulfillment and transaction processing, and payment collections, serving clients across telecom, banking and financial services, media and entertainment, hi-tech, travel, transport and hospitality, software and platforms, energy and utilities, healthcare, consumer packaged goods (CPG), and insurance.
- Pricing maturity, with a mix of input, output, outcome and hybrid-based commercial models and notable depth in outcome-based constructs.
- Client feedback citing TELUS Digital's relationship management, flexibility and global delivery footprint, with particular appreciation for its multilingual capabilities and process-driven service delivery in key locations.
Everest Group also positioned TELUS Digital as a Major Contender in its CXM Services PEAK Matrix® Assessments 2026 for Europe, the Middle East and Africa (EMEA) and Asia Pacific (APAC), citing its broad scope of CXM services, extensive industry coverage and pricing maturity across both regions, along with client feedback praising its relationship management, flexibility and multilingual delivery.
TELUS Digital meets enterprise demand for accountable, production-ready AI
Everest Group's research indicates that as enterprises move from experimenting with generative AI tools toward integrated, production-scale AI operations, they are prioritizing customer experience providers who can take accountability across the full AI-enabled CX lifecycle, from strategy and journey design through implementation, workforce adoption and governance. Everest Group's analysis also shows that enterprises are weighing commercial models differently, favoring transparent, outcome-linked pricing over the lowest rate alone, and judging scale by a provider's ability to flex capacity across locations, channels, workforce models and AI-enabled delivery. Its research found that enterprises increasingly prioritize commercial flexibility and outcome accountability, and it points to TELUS Digital's mix of outcome-based models as meeting that demand.
"We're seeing the market moving past the question of whether AI belongs in customer experience and into whether delivery partners can run it at scale and deliver measurable gains in resolution time, quality scores and customer satisfaction," said Tobias Dengel, President, TELUS Digital. "That's the shift we've built our CXM delivery model around, pairing AI with the language, industry and operational depth enterprises need to move from pilots to production. Being named a Leader for the eighth consecutive year tells us our approach is working for our clients, and it's the bar we intend to keep exceeding for them."
Defining leadership in CXM services
For its 2026 CXM Services PEAK Matrix® Assessment – Americas, Everest Group evaluated and ranked 48 CXM service providers as Leaders, Major Contenders or Aspirants, based on two dimensions: market impact, measured through market adoption, portfolio mix and value delivered; and vision and capability, measured through vision and strategy, scope of services offered, innovation and investments, and delivery footprint. The assessment draws on Everest Group's annual Request for Information (RFI) process for calendar year 2026, provider briefings, client reference checks, and its ongoing analysis of the CXM services market.
For more information on the CX strategy, AI-powered solutions and global CX delivery behind TELUS Digital's Leader recognition, visit:
Frequently asked questions
- What should enterprises look for when evaluating a CXM services provider like TELUS Digital?
When evaluating the best CXM providers, we believe enterprises should look for a provider that can take accountability across the full AI-enabled CX transformation lifecycle, from strategy and journey design through implementation, workforce adoption and governance, rather than one that only executes a narrow piece of it. Everest Group's 2026 Customer Experience Management (CXM) Services PEAK Matrix® Assessment – Americas evaluates providers on exactly these dimensions, alongside market impact, vision and capability. TELUS Digital's Leader position, its eighth consecutive year, reflects strength across its Fuel iX™ AI suite, global delivery footprint and commercial model flexibility.
- What CXM services does TELUS Digital provide, and how can enterprises confirm coverage across the customer experience value chain?
TELUS Digital's contact center outsourcing and CX consulting span customer service, technical support, sales, compliance and security management, talent management, customer retention management, order fulfillment and transaction processing, and payment collections. Enterprises can work with TELUS Digital as a single partner across the customer journey, rather than working with multiple vendors to cover different pieces of it.
- What does TELUS Digital offer enterprises moving AI-enabled CX from pilots to production?
TELUS Digital's Fuel iX gives clients standardized AI capabilities and custom application development tools to manage, monitor and maintain GenAI across the enterprise. It's backed by a technology partner ecosystem spanning Google Cloud, Zendesk, Five9, Amazon Connect, Cresta, ElevenLabs, Verint, Automation Anywhere and Sanas, extending TELUS Digital's capabilities across CCaaS, analytics, automation and agentic AI.
- Why does commercial model flexibility matter when selecting a CXM provider, and how does TELUS Digital address it?
Everest Group's 2026 Customer Experience Management (CXM) Services PEAK Matrix® Assessment found that enterprises are increasingly favoring transparent, outcome-linked pricing over the lowest rate alone, since it ties what a provider is paid to the results it actually delivers. TELUS Digital offers a mix of input-based, output-based, outcome-based and hybrid commercial models, with Everest Group noting particular depth in outcome-based constructs.
- How does TELUS Digital use AI in contact centers?
TELUS Digital's approach to AI in contact centers pairs people with the right technology, equipping human agents with AI-powered tools such as scenario-based training simulation, real-time assistance and call summarization, knowledge search, sentiment analysis and after-call insights on complex or sensitive requests so they can resolve issues faster. Routine, self-service interactions can be handled through conversational AI solutions, which free agents to focus on higher-value moments with customers.
- What does TELUS Digital offer across the AI lifecycle, and what can it deliver for clients?
TELUS Digital works across the full AI value chain, helping enterprises train AI with proprietary, independent data and build enterprise AI foundations, including AI strategy and AI applications and agents, that can move them past pilots into production. Once that AI is live, TELUS Digital can help keep it running reliably, including compute through TELUS' Sovereign AI Factory and managed cloud services, and can help protect it with ongoing safety and security testing. This work is backed by more than 4,000 digital and AI practitioners pairing expert people with that technology, and for clients, it can translate into measurable gains in resolution time, agent onboarding speed and customer satisfaction.
Disclaimer
Licensed extracts taken from Everest Group's PEAK Matrix® Reports may be used by licensed third parties for use in their own marketing and promotional activities and collateral. Selected extracts from Everest Group's PEAK Matrix® reports do not necessarily provide the full context of our research and analysis. All research and analysis conducted by Everest Group's analysts and included in Everest Group's PEAK Matrix® reports is independent and no organization has paid a fee to be featured or to influence their ranking. To access the complete research and to learn more about our methodology, please visit Everest Group PEAK Matrix® Reports.
About TELUS Digital
TELUS Digital 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 includes 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 iXTM 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
Contacts:
TELUS Digital Media Relations
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SOURCE TELUS Digital
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