TELUS Digital Earns Leader Ranking from NelsonHall in CX Services for High Tech and Automotive Sectors

TELUS Digital Experience (TELUS Digital) (NYSE and TSX: TIXT), a company dedicated to crafting enduring customer experiences through data, technology, and a human-first approach, has been named a ‘Leader’ for Customer Experience (CX) Improvement Capability in the NelsonHall NEAT Vendor Evaluation for CX Services in High Tech & Automotive. This is the analyst firm’s highest designated ranking, reflecting TELUS Digital’s ability to leverage data-driven insights to tailor digital-first CX strategies, develop and deploy generative AI and automation solutions, and provide human-powered data annotation services. Together with the company’s global delivery model and strong partner ecosystem, these capabilities enhance all points along the customer journey to deliver immediate benefits while anticipating future needs.

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TELUS Digital has been named a 'Leader' in the NelsonHall NEAT Vendor Evaluation for CX Services in High Tech & Automotive. (Graphic: Business Wire)

“TELUS Digital’s comprehensive approach to customer experience in the high tech and automotive sectors is a strong market differentiator,” said Ivan Kotzev, Customer Experience (CX) Services Lead Analyst at NelsonHall. “By combining advanced AI solutions, including its flagship generative AI platform, Fuel iX, with their ‘Humanity-in-the-loop’ principles, TELUS Digital ensures that both technology and human expertise are seamlessly integrated to deliver advanced CX. This balance between cutting-edge technology and human interaction helps TELUS Digital meet the complex needs of brands while fostering trust and reliability.”

The NelsonHall NEAT Assessment highlighted TELUS Digital’s:

• Use of advanced GenAI and automation at all points of the customer journey to create digital-first customer experiences and drive operational efficiencies.
• Expertise in data training and annotation powered by a proprietary data labeling platform for various data types, including images, video, and 3D sensor fusion, and a global, scalable community of data annotators.
• Ability to tailor digital CX transformation strategies and solutions to clients’ specific industry, size, and geographic needs.
• Global delivery model and strong partner ecosystem that enable rapid scaling, support multilingual tasks, and provide end-to-end data management.

Driving Quality and Innovation in the Automotive Sector

Automotive companies continue to evolve from solely selling vehicles to offering add-on features, including subscriptions for advanced driver assistance systems and connected apps. This generates the need for CX support to address the associated customer inquiries. According to NelsonHall, the CX services market in high tech, manufacturing, and automotive is worth ~$19 billion in 2024, and will reach ~$23 billion by 2028 with customer care services accounting for ~41% of the market.

In addition to its CX leadership in the automotive sector, TELUS Digital also provides end-to-end data collection and annotation services for AI applications that improve vehicle safety. With 19 years’ experience delivering more than two billion data annotations annually, and expertise solving more than 100 complex industry use cases for the world’s top-tier automotive brands, the company provides high quality datasets for:

• Advanced Driver Assistance Systems (ADAS) to help drivers park, maintain safe distances and avoid collisions through the use of sensors, cameras, lidars and radar to monitor surroundings.
• Field Operational Testing (FOT) to evaluate AI and ADAS by assessing their effectiveness, safety, and user experience in real-world conditions, ensuring that these technologies perform well in everyday environments.
• Driver and Occupant Monitoring Systems (DMS/OMS) to monitor and collect data from a vehicle’s interior, and its driver and passengers, as well as collect in-cabin audio data from car assistant interactions.

“The differentiated range of services and solutions we provide, spanning both customer experience and data collection and annotation, uniquely position us to meet the ever-evolving and growing needs of the AI-fueled automotive industry,” said Siddharth Mall, Vice President, Product, TELUS Digital. “Our focus is on delivering digital-first, human-centered CX and AI-driven, human-powered data annotation services. This approach upholds the highest quality, safety and security standards at all data touchpoints while ensuring regulatory compliance. This in turn enables automobile manufacturers to focus on building smarter and safer driving systems that foster customer loyalty and accelerate their time-to-market in a cost-effective manner.”

A Strong Foundation Powering Excellence

TELUS Digital’s capabilities are supported by Ground Truth Studio, its proprietary AI data platform and global AI Community of more than one million contributors to create diverse, high-quality datasets at scale, across all data types; and Fuel iX, the company’s proprietary GenAI engine. The company also prioritizes data privacy and security with full compliance to global standards, including GenAI Privacy by Design, ISO 31700-1, SOC 2 and TISAX certifications.

Discover how TELUS Digital’s end-to-end data solutions and industry experts are driving the next generation of vehicles and customer experiences at telusdigital.com/contact

About TELUS Digital

TELUS Digital (formerly TELUS International) (NYSE & TSX: TIXT) crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that stand the test of time. We are the brand behind the brands. Our global team members are both passionate ambassadors of our clients’ products and services, and visionary technology experts resolute in our pursuit to elevate their end customer journeys, solve business challenges, mitigate risks, and drive continuous innovation. Our portfolio of capabilities spans digital customer experience and digital solutions, including digital IT services, such as cloud solutions and AI-fueled automation, trust and safety services, AI data solutions, including expertise in computer vision, and front-end digital design and consulting services. Fuel iX is TELUS Digital’s proprietary GenAI engine at the heart of our innovation, helping enterprises advance their GenAI pilots to working prototypes and production at scale, quickly, securely and responsibly across multiple environments, applications and clouds.

Powered by purpose, TELUS Digital leverages technology, human ingenuity and compassion to fuel remarkable outcomes 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

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