Day 1: Nov 18, 2025
Day 2: Nov 19, 2025
2:45 pm
CASE STUDY: ANALYTICS
TRACK 1: ENTERPRISE
Understanding Customer Behaviour Through Data: TELUS’ Journey to Smarter Self-Service
Reducing call volumes isn’t just about improving efficiency—it’s about understanding the customer journey in depth. TELUS set out to uncover what customers do before, during, and after a service call to design a more intuitive, digital-first experience. By integrating data across multiple systems and applying AI-driven journey analysis, the team built a unified view of customer behaviour that revealed where friction occurs—and how to guide users seamlessly to self-service solutions. Leave with a blur-print for
- Integrated disparate data sources to create a single, reliable customer view.
- Using AI and analytics to pinpoint call drivers and predict moments of customer need.
- Engineered a scalable data foundation that simplifies future analytics and product innovation.
The result: faster issue resolution, improved digital adoption, and a measurable reduction in call volumes—powered by data that truly understands the customer.
