Which statement best describes TELUS Digital's approach to CX transformation?

• A. It relies solely on outsourcing.
• B. It blends operational capabilities with technology development.
• C. It uses only on-premises software.
• D. It excludes AI integration.

Answer: (B)

The main idea is that true CX transformation comes from connecting how the business operates with how the technology is built and used. TELUS Digital emphasizes blending operational capabilities—like process design, service delivery, data flows, and governance—with technology development—building and integrating digital platforms, data analytics, APIs, AI, and automation. This combination ensures improvements in customer journeys are anchored in real work practices and delivered through capable, scalable tech.

Outsourcing alone can help with execution, but it often separates the business from the customer-centric changes and data that drive a consistent experience. Relying only on on-premises software limits agility, scalability, and rapid iteration with modern tools. Excluding AI misses essential capabilities for personalization, predictive insights, and automation that modern CX relies on.

So the best description is blending operational capabilities with technology development, because it captures both the process improvements and the platform-enabled innovations needed for lasting CX transformation.