UPSTREAM TITLE: 20% more cross-sells in 90 days: The power of forward-deployed engineers in contact centers
SHORT SUMMARY: TELUS Digital described a CX-focused FDE model that embeds AI, data, and CX specialists directly in contact-center workflows to improve adoption of AI tools. It reported client deployment results including 20%+ higher targeted cross-sell conversion, 15%+ lower average handle time, and 5%+ higher first-contact resolution within the first quarter.
OUTLET: TELUS Digital