Which of the following is one of the three strategic pillars used to structure TELUS's CX and AI transformation?

• A. Channel integration
• B. Customer experience optimization across channels
• C. Strategy and governance
• D. Operations excellence

Answer: (C)

Strategic governance and direction anchor TELUS's CX and AI transformation. This pillar provides the steering framework: it defines goals, assigns roles and responsibilities, sets policies for data use and AI ethics, establishes risk management and accountability, and guides funding and decision rights. With this governance in place, initiatives across channels, customer experience improvements, and operational changes can align to a common strategy and be evaluated consistently.

The other items describe how the work is delivered or executed—channel delivery, cross-channel experience, or operational efficiency—not the overarching guiding structure that coordinates and approves the transformation. So this pillar is the best fit because it embodies the leadership, policy, and coordination essential to the whole CX and AI program.