TELUS International Named a ‘Leader’ on Everest Group’s 2022 PEAK Matrix for Customer Experience Management in the Americas

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  • Analysts and buyers highlight the company’s unique end-to-end capabilities and Centers of Excellence driving innovation

  • TELUS International also named a ‘Star Performer’ on Everest Group’s 2022 PEAK Matrix® for Customer Experience Management in EMEA

TELUS International, a leading digital customer experience (CX) innovator for global and disruptive brands, has been named a ‘Leader’ by global research and advisory firm, Everest Group, in its Customer Experience Management (CXM) in the Americas – Service Provider Landscape with PEAK Matrix® Assessment for 2022.

“We are honored to have been recognized as a ‘Leader’ on Everest Group’s CXM PEAK Matrix for a fourth consecutive year, especially amidst a significantly more competitive environment that has required providers to be agile, innovative and forward-thinking in order to help brands meet increasingly complex customer expectations,” said Jeff Puritt, President and CEO, TELUS International. “This recognition is a testament to the unwavering dedication, ingenuity and perseverance of our TELUS International team members who have helped our many clients navigate the uncertain macroeconomic environment by addressing their end-to-end needs with our diverse set of digital capabilities. Our ‘Leader’ status also serves to further confirm why TELUS International continues to be selected over and over again by leading global brands as their trusted CX partner.”

Everest Group selected 37 providers to evaluate and compare for this year’s Americas PEAK Matrix assessment, and rankings were based on market success, vision and strategy, service focus and capabilities, digital and technological solutions, domain investments and client feedback. Notably, TELUS International was one of only six providers recognized as a ‘Leader’ in this year’s edition.

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“By consistently developing sophisticated digital solutions, driving agent engagement and talent management initiatives, and delivering process innovation, TELUS International is a ‘Leader’ on Everest Group’s CXM in the Americas – PEAK Matrix Assessment in 2022,” said Shirley Hung, Partner, Everest Group. “TELUS International’s strong technology capabilities, which include solutions across automation, analytics, and workforce transformation, coupled with adept advisory capabilities and extensive experience catering to the omnichannel needs of customers, position the company well to meet the transformation demands of clients.”

Additionally, Everest Group named TELUS International a ‘Star Performer’ in its 2022 Everest Group PEAK Matrix for CXM in Europe, the Middle East, and Africa (EMEA). Across both research reports and evaluations, buyers cited TELUS International’s ability to consistently achieve KPIs, its focus on employee welfare and fostering a strong culture resulting in agent retention, a client-centric talent pool, business acumen and domain expertise, openness to feedback and flexibility, and ease of doing business as areas of excellence.

Everest Group’s PEAK Matrix is a proprietary framework for assessing the relative market success and overall capability of service providers based on Performance, Experiences, Ability and Knowledge. Each service provider is comparatively assessed on two dimensions: market success and delivery capabilities. Market success is measured by revenue, number of clients and year-over-year growth. Delivery capability is measured by scale of operations, scope, technology and innovation, delivery footprint and buyer satisfaction. The resulting matrix categorizes service providers as Leaders, Major Contenders, and Aspirants. Companies that demonstrate strong upward movement in successive reports are recognized as Star Performers.

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