Which statement best describes the TELUS three strategic pillars used to structure CX and AI transformation?

• A. Strategy and governance; platform, data, and AI capabilities; and people, process, and change management.
• B. People, process, and change management; data governance; and technology adoption.
• C. Strategy and governance; platform, data, and AI capabilities; and customers.
• D. Data integration and analytics.

Answer: (A)

The question is testing how TELUS structures CX and AI transformation by framing it around three interconnected pillars that balance direction, capability, and people. The best description includes Strategy and governance to set vision, policies, and accountability; platform, data, and AI capabilities to provide the technical backbone—data infrastructure, analytics, and AI tooling; and people, process, and change management to ensure the organization can actually adopt and sustain the changes.

This combination makes sense because strategic direction and governance keep CX initiatives aligned with business goals and risk controls; the platform/data/AI pillar ensures the necessary technology and data resources are in place to enable CX improvements and intelligent automation; and the people/process/change pillar focuses on skills, workflows, and cultural adoption so new ways of working stick and deliver lasting value. The other options miss one of these essential elements—whether by overemphasizing governance without the required tech stack, tying success to customers or technology adoption alone, or narrowing the scope to data analytics without the strategic and organizational layers.