TELUS Digital has been recognized as a Leader in NelsonHall’s 2025 NEAT Evaluation for Customer Experience (CX) Services Transformation, earning this placement across all four evaluation categories:
- Overall Capabilities
- Customer Experience Improvement
- Cost Optimization
- Revenue Generation
A Leader is NelsonHall’s highest designation and reflects TELUS Digital’s strong ability to help global enterprises transform customer and agent experiences by deploying scalable, production-ready AI.
Why TELUS Digital was named a leader in NEAT evaluation 2025
In its assessment, NelsonHall highlighted the growing imperative for organizations to turn AI investments into measurable business outcomes, something TELUS Digital has built deep expertise around.
Key strengths of TELUS Digital highlighted by NelsonHall
Fuel iX: The powerhouse behind modern CX transformation
Fuel iX is a dedicated generative and agentic AI development platform powering operational, agent, and customer augmentation. It helps organizations deploy AI-driven solutions that are scalable, safe, and effective.
Trust and safety practice: Ensuring global-scale implementations
TELUS Digital leads in trust and safety with proven implementations at a global scale, ensuring secure and reliable customer experiences.
Mature AI operations ecosystem driving innovation and efficiency
With a large global crowdsourcing platform and specialized AI training services, TELUS Digital has developed a mature AI operations ecosystem that fosters innovation and operational efficiency.
Cross-functional growth opportunities
TELUS Digital enables growth across CX, marketing and sales enablement through integrated strategies and solutions.
Broad ecosystem of strategic technology partners
TELUS Digital offers enterprises the flexibility to integrate new AI capabilities without vendor lock-in, thanks to its extensive partner ecosystem.
How Fuel iX is revolutionizing customer experience
NelsonHall called out Fuel iX as a differentiator in the market, particularly its ability to make enterprise AI safe, fast and scalable. Fuel iX helps organizations:
- Deploy GenAI across existing systems
- Break down data silos for better insights
- Accelerate agent onboarding and productivity
- Improve productivity and quality
- Maintain visibility into model performance and governance
Expertise in CCaaS and cloud modernization
The report also highlighted TELUS Digital’s expertise in CCaaS, cloud modernization and Salesforce integrations. These capabilities enable enterprises to evolve legacy infrastructure while preserving the consistency, personalization and performance customers expect.
TELUS Digital’s comprehensive approach to digital transformation
For TELUS Digital, the recognition validates the company’s consulting-led, holistic approach to customer experience transformation.
“Our status as a Leader in NelsonHall’s NEAT Evaluation reinforces the success we are realizing with our clients, helping them navigate the complexities of AI implementation to modernize customer and agent experiences,” said Tobias Dengel, President, TELUS Digital. “By combining advanced AI, deep operational expertise, and the advantage of being both an operator and service provider, we deliver smarter experiences in the moments that matter.”
A flexible and safe technology stack powered by Fuel iX
Dengel emphasized the flexibility and safety of TELUS Digital’s technology stack, powered by Fuel iX and extended through a broad partner ecosystem giving enterprises the freedom to scale AI without restrictive vendor lock-in.
NelsonHall’s evaluation process and TELUS Digital’s competitive edge
NelsonHall evaluated 23 global CX transformation providers on their ability to deliver immediate impact and meet evolving client needs. Vendors were categorized as Leaders, High Achievers, Innovators, or Major Players. TELUS Digital earned Leader status across every measured dimension.
To learn more about Fuel iX, visit: fuelix.ai
To explore how TELUS Digital delivers AI-fueled, end-to-end CX transformations, visit: telusdigital.com/solutions/cx-consulting.
