TELUS CERTIFICATION EVALUATION 2026
STUDY GUIDE QUESTIONS AND ANSWERS
◉ What is AI operationalization in the context of TELUS Digital?
Answer: Training models, validating data, and deploying AI into
production workflows.
◉ What does TELUS Digital offer after go-live?
Answer: Managed services including contact center operations and
continuous optimization.
◉ What is the outcome of TELUS Digital's services?
Answer: A working contact center that costs less to operate and
performs better than existing systems.
◉ What is the importance of the customer journey in TELUS Digital's
approach?
Answer: It illustrates how TELUS Digital operates at every layer of
customer interaction.
◉ What does the term 'handoff tax' refer to?
Answer: The inefficiencies and costs associated with transferring
tasks between different service providers.
, ◉ What is the significance of Agent Studio going GA in January
2026?
Answer: It marks a pivotal moment for migration from legacy
systems and enhances client relationships.
◉ How does TELUS Digital ensure accountability in CX
transformation?
Answer: By operating all four pillars under one P&L, reducing
integration risks.
◉ What is the expected impact of not operationalizing AI in CX?
Answer: Competitors will gain a measurable advantage in faster
resolution and higher customer satisfaction.
◉ What does TELUS Digital's heritage provide for its operations?
Answer: Infrastructure, compliance architecture, and financial
stability.
◉ What is the role of data annotation in TELUS Digital's AI strategy?
Answer: It supports the training and validation of AI models for
effective deployment.
STUDY GUIDE QUESTIONS AND ANSWERS
◉ What is AI operationalization in the context of TELUS Digital?
Answer: Training models, validating data, and deploying AI into
production workflows.
◉ What does TELUS Digital offer after go-live?
Answer: Managed services including contact center operations and
continuous optimization.
◉ What is the outcome of TELUS Digital's services?
Answer: A working contact center that costs less to operate and
performs better than existing systems.
◉ What is the importance of the customer journey in TELUS Digital's
approach?
Answer: It illustrates how TELUS Digital operates at every layer of
customer interaction.
◉ What does the term 'handoff tax' refer to?
Answer: The inefficiencies and costs associated with transferring
tasks between different service providers.
, ◉ What is the significance of Agent Studio going GA in January
2026?
Answer: It marks a pivotal moment for migration from legacy
systems and enhances client relationships.
◉ How does TELUS Digital ensure accountability in CX
transformation?
Answer: By operating all four pillars under one P&L, reducing
integration risks.
◉ What is the expected impact of not operationalizing AI in CX?
Answer: Competitors will gain a measurable advantage in faster
resolution and higher customer satisfaction.
◉ What does TELUS Digital's heritage provide for its operations?
Answer: Infrastructure, compliance architecture, and financial
stability.
◉ What is the role of data annotation in TELUS Digital's AI strategy?
Answer: It supports the training and validation of AI models for
effective deployment.
