What capability does the KPI dashboard provide in a TELUS CX/AI program?

• A. Real-time insights into CX health, AI performance, and ROI against targets.
• B. Periodic summary of last year's performance.
• C. Manual data export for offline analysis.
• D. Only monitors customer support tickets.

Answer: (A)

A KPI dashboard in a TELUS CX/AI program is about delivering real-time visibility into how the initiative is performing across multiple dimensions. It brings together metrics that show customer experience health (like satisfaction and sentiment), how the AI components are performing (accuracy, latency, coverage, and stability), and the business value being realized (ROI and other impact against targets). This live view lets teams spot trends, detect issues early, and adjust strategies or configurations promptly to stay aligned with goals. By contrast, a periodic summary of last year is static and delayed, manual data exports add friction and aren’t the dashboard’s primary function, and focusing only on customer support tickets misses the broader picture of AI performance and overall value delivery.