Latest news with #digitalexperience
Arab News
7 hours ago
- Business
- Arab News
Saudi Hajj minister, Mobily sign cooperation agreement to enhance digital experience
RIYADH: The Saudi Minister of Hajj and Umrah Tawfiq Al-Rabiah, and Mobily's CEO Nezar Banabeela have signed a cooperation agreement in Riyadh to enhance the digital experience for pilgrims and visitors to the Kingdom. Mobily is to assess digital infrastructure solutions to elevate service quality and enrich the overall digital experience of pilgrims and visitors, the Saudi Press Agency reported on Tuesday. The partnership reflects the ministry's commitment to engaging the private sector in delivering services that facilitate a smooth Hajj and Umrah experience.
National Post
6 days ago
- Business
- National Post
Insurity Survey Finds Only 15% of Consumers Prefer a Fully Digital Insurance Experience
Article content Article content HARTFORD, Conn. — Insurity, a leading provider of cloud-based software for insurance carriers, brokers, and MGAs, today released new insights from its 2025 Digital Experience Index, shedding light on how P&C insurance customers want to interact with their insurers in an increasingly digital world. While many insurers are doubling down on automation and digital self-service, the research reveals that only 15% of consumers want a fully self-service, digital-only experience from their insurer. In contrast, 48% of respondents prefer a digital-first model with the option to speak to someone if needed, underscoring the importance of hybrid engagement strategies combining efficiency and flexibility. Article content The survey also found that communication preferences vary widely. While 47% of consumers still use the phone to communicate with their insurer, 44% prefer email updates during claims, and others favor text messages or app notifications. This insight suggests that beyond automation, consumer expectations are centered on choice, especially in how and when they receive information. Article content This push for flexibility reflects a broader consumer expectation for seamless, intuitive digital experiences across every touchpoint. The Digital Experience Index found that 64% of consumers would consider switching insurers for a better digital experience, making it clear that frustrating or rigid interactions don't just cause dissatisfaction; they actively drive attrition. For insurers, meeting these expectations is a key driver of retention and competitive differentiation. Article content For P&C carriers refining their digital strategies, achieving the ideal balance between technology and human interaction is paramount. While mobile apps and online self-service tools offer convenience and efficiency, including accessible human support for high-stakes or complex situations ensures a deeper connection with policyholders. This delicate integration not only enhances user satisfaction but also fosters trust, loyalty, and long-term engagement, making it a cornerstone of competitive advantage in an increasingly digital insurance landscape. Article content 'The push for digitization often overlooks the nuanced needs of policyholders,' said Sylvester Mathis, Chief Revenue and Insurance Officer at Insurity. 'Our findings highlight that while automation and self-service tools are invaluable, they should never come at the expense of human connection. Customers seek reliability and empathy, especially in critical moments like claims or policy adjustments. Insurers that strike the right balance between cutting-edge technology and accessible human support will not only meet but exceed expectations, fostering deeper loyalty and solidifying their competitive edge.' Article content This survey was conducted online in April 2025, and more than 1,000 adult participants were randomly selected across the United States to ensure a representative sample. Respondents were asked a series of 19 questions, ranging from multiple-choice to scale-based, to gauge their opinions on their digital experience. Data analysis was performed to identify key patterns and insights. Article content Article content Article content Article content Article content Article content
National Post
7 days ago
- Business
- National Post
TELUS Digital Expands Capabilities With the Addition of Gerent, a U.S.-based Salesforce-focused Consultancy
Article content Article content VANCOUVER, British Colubmia — TELUS Digital Experience (TELUS Digital) (NYSE and TSX: TIXT), a leading global technology company specializing in digital customer experiences, today announced it has acquired Gerent, a U.S.-based Salesforce-focused consultancy that delivers enterprise-scale implementation and integration projects, and agentic AI solutions. Gerent's full portfolio of services is now offered by TELUS Digital and the Gerent brand will be retired at the end of Q3 2025. Article content Gerent is a Salesforce Summit Partner with 1,800 certifications across the entire Salesforce product suite. Gerent's fully remote workforce located across the U.S., Canada, India and Australia has delivered over 1,000 Salesforce projects to date globally, logging more than 1.2 million implementation hours while maintaining a 4.9/5.0 customer satisfaction (CSAT) score. Article content 'Gerent will further strengthen our company's expertise in transforming the CX agent experience, including the development and implementation of agentic AI as part of our Digital Solutions service line,' said Tobias Dengel, President, TELUS Digital Solutions. 'The numerous synergies between our two companies helps us advance our fusion-based growth strategy that brings top talent together with advanced technologies. Together we are positioned to create the workforces of the future for our clients, which combine AI-enabled humans and autonomous AI agents to deliver smarter, faster and more personalized CX at scale. Our companies also share a commitment to customer service excellence and bold innovation. This foundational alignment will enable us to integrate smoothly, benefit from immediate upsell and cross-sell opportunities across our client rosters, and attract net new clients through a strengthened go-to-market value proposition.' Article content Jamie Timm, Global SVP, Service Delivery and Operations, TELUS Digital Solutions said, 'Salesforce is a key platform for creating personalized, data-driven and scalable engagement across sales, service, marketing and commerce. Gerent's Salesforce expertise, built over nearly two decades of solving complex, real-world challenges for enterprise clients, brings immediate value to our professional services portfolio and our clients.' Article content Since its inception in 2008, Gerent has grown organically and through acquisitions to develop a fulsome capabilities portfolio that includes digital marketing and design, cybersecurity, cloud services, and managed IT services. The company brings deep, cross-industry expertise to clients in banking, insurance, healthcare and life sciences, manufacturing, distribution, automotive, education, travel and hospitality, retail and consumer goods, and the nonprofit sector. With a strong track record in both regulated and fast-evolving industries, Gerent helps organizations harness the full power of Salesforce to drive transformation and growth. Their broad expertise is enhanced by over 20 industry-focused accelerators to help clients achieve faster time to value by using prebuilt assets, templates and workflows, and established best practices. Article content 'From the very beginning, we built Gerent on a people-first philosophy, pairing deep process and technical expertise with a relentless focus on customer outcomes,' said Gopi Ramineni, Founder and CEO, Gerent. 'This next chapter with TELUS Digital is a natural progression driven by shared values, strong cultural alignment, and a joint commitment to innovation. Together, we'll expand our impact and capabilities across industries and geographies, delivering greater value to our clients.' Article content Agentic AI marks a pivotal evolution in enterprise automation, enabling systems to autonomously make decisions and take meaningful action. As organizations navigate economic pressures and rising customer expectations, implementing agentic AI offers a scalable way to enhance service delivery, improve operational efficiency, and reduce costs. Article content Gerent has developed a range of AI-enhanced agents that function internally to support employees and externally to enhance customer support. These include sales representative agents that independently engage with leads by sending emails, scheduling meetings, and recommending products, and CX agents that interact with customers to answer questions, resolve issues, and provide personalized recommendations without human support. These capabilities and expertise are well aligned with Fuel iX™, TELUS Digital's proprietary AI platform and suite of products. Article content The transaction is not material and financial terms are not disclosed. Article content TELUS Digital provides Salesforce consulting and implementation services across the entire Salesforce product suite to unlock the full potential of enterprise investments to elevate customer experiences, and quickly and effectively achieve business goals. We leverage proven frameworks, performance-optimized accelerators and industry-specific best practices to launch intelligent AI agents to empower employees with assistive tools to handle routine tasks that boost efficiency, and customer-facing agents that deliver real-time, personalized support across channels for superior experiences. For more information, visit: Article content This news release contains forward-looking statements about expected future events, including, but not limited to, statements relating to the expected benefits and synergies of the transaction, the impact of the transaction on TELUS Digital and Gerent's businesses and TELUS Digital's expectations regarding integration plans. Any statements contained herein that are not statements of historical facts may be deemed to be forward-looking statements. In some cases, you can identify forward-looking statements by terminology such as 'aim', 'anticipate', 'assume', 'believe', 'contemplate', 'continue', 'could', 'due', 'estimate', 'expect', 'goal', 'intend', 'may', 'objective', 'plan', 'predict', 'potential', 'positioned', 'seek', 'should', 'target', 'will', 'would' and other similar expressions that are predictions of or indicate future events and future trends, or the negative of these terms or other comparable terminology. Article content These forward-looking statements are based on our current expectations, estimates, forecasts and projections about our business and the industry in which we operate, and management's beliefs and assumptions, and are not guarantees of future performance or development and involve known and unknown risks, uncertainties and other factors that are in some cases beyond our control. We assume no obligation to update or revise any forward-looking statements, whether as a result of new information, future events, uncertainties or otherwise, except as required by law. Article content By their nature, forward-looking statements require TELUS Digital to make assumptions and predictions and are subject to inherent risks and uncertainties. There can be no assurance that the expected benefits of the transaction will be realized within a targeted time frame or at all, including that the expected benefits and synergies of the transaction will be realized or that the integration of the businesses will be successful. Article content There is a significant risk that the forward-looking statements will not prove to be accurate as a result of risks, some of which are beyond the control of TELUS Digital, that include, but are not limited to: risks related to the ability to achieve contemplated synergies and benefits and effectively integrate Gerent within expected timeframes or at all and the possibility that such integration may be more difficult, time-consuming or costly than expected, the diversion of attention of management of TELUS Digital and Gerent to integration-related issues, risks related to investor perceptions of the transaction parties and their respective businesses, operations, financial condition and industry, and risks related to the potential impact of general economic, political and market factors on the companies or the transaction. Article content The forward-looking statements contained in this news release describe our expectations at the date of this news release and, accordingly, are subject to change after such date. Readers are cautioned not to place undue reliance on forward-looking statements as a number of factors could cause actual future events to differ materially from those expressed in the forward-looking statements. Accordingly, this news release is subject to the disclaimer and qualified by the assumptions, qualifications and risk factors referred to in our 'Risk Factors' section of our Annual Report available on SEDAR+ and in 'Item 3D—Risk Factors' of our Annual Report on Form 20-F filed on February 13, 2025, and available on EDGAR. Except as required by law, TELUS Digital disclaims any intention or obligation to update or revise forward-looking statements. Article content TELUS Digital (NYSE & TSX: TIXT) crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that deliver value for our clients. We are the brand behind the brands. Our global team members are both passionate ambassadors of our clients' products and services, and technology experts resolute in our pursuit to elevate their end customer journeys, solve business challenges, mitigate risks, and drive continuous innovation. Our portfolio of end-to-end, integrated capabilities include customer experience management, digital solutions, such as cloud solutions, AI-fueled automation, front-end digital design and consulting services, AI & data solutions, including computer vision, and trust, safety and security services. Fuel iX TM is TELUS Digital's proprietary platform and suite of products for clients to manage, monitor, and maintain generative AI across the enterprise, offering both standardized AI capabilities and custom application development tools for creating tailored enterprise solutions. Article content Powered by purpose, TELUS Digital leverages technology, human ingenuity and compassion to serve customers and create inclusive, thriving communities in the regions where we operate around the world. Guided by our Humanity-in-the-Loop principles, we take a responsible approach to the transformational technologies we develop and deploy by proactively considering and addressing the broader impacts of our work. Learn more at: Article content Article content Article content Article content Contacts Article content Article content Article content
Globe and Mail
7 days ago
- Business
- Globe and Mail
TELUS Digital Expands Capabilities With the Addition of Gerent, a U.S.-based Salesforce-focused Consultancy
TELUS Digital Experience (TELUS Digital) (NYSE and TSX: TIXT), a leading global technology company specializing in digital customer experiences, today announced it has acquired Gerent, a U.S.-based Salesforce-focused consultancy that delivers enterprise-scale implementation and integration projects, and agentic AI solutions. Gerent's full portfolio of services is now offered by TELUS Digital and the Gerent brand will be retired at the end of Q3 2025. This press release features multimedia. View the full release here: Gerent is a Salesforce Summit Partner with 1,800 certifications across the entire Salesforce product suite. Gerent's fully remote workforce located across the U.S., Canada, India and Australia has delivered over 1,000 Salesforce projects to date globally, logging more than 1.2 million implementation hours while maintaining a 4.9/5.0 customer satisfaction (CSAT) score. 'Gerent will further strengthen our company's expertise in transforming the CX agent experience, including the development and implementation of agentic AI as part of our Digital Solutions service line,' said Tobias Dengel, President, TELUS Digital Solutions. 'The numerous synergies between our two companies helps us advance our fusion-based growth strategy that brings top talent together with advanced technologies. Together we are positioned to create the workforces of the future for our clients, which combine AI-enabled humans and autonomous AI agents to deliver smarter, faster and more personalized CX at scale. Our companies also share a commitment to customer service excellence and bold innovation. This foundational alignment will enable us to integrate smoothly, benefit from immediate upsell and cross-sell opportunities across our client rosters, and attract net new clients through a strengthened go-to-market value proposition.' Jamie Timm, Global SVP, Service Delivery and Operations, TELUS Digital Solutions said, 'Salesforce is a key platform for creating personalized, data-driven and scalable engagement across sales, service, marketing and commerce. Gerent's Salesforce expertise, built over nearly two decades of solving complex, real-world challenges for enterprise clients, brings immediate value to our professional services portfolio and our clients.' Since its inception in 2008, Gerent has grown organically and through acquisitions to develop a fulsome capabilities portfolio that includes digital marketing and design, cybersecurity, cloud services, and managed IT services. The company brings deep, cross-industry expertise to clients in banking, insurance, healthcare and life sciences, manufacturing, distribution, automotive, education, travel and hospitality, retail and consumer goods, and the nonprofit sector. With a strong track record in both regulated and fast-evolving industries, Gerent helps organizations harness the full power of Salesforce to drive transformation and growth. Their broad expertise is enhanced by over 20 industry-focused accelerators to help clients achieve faster time to value by using prebuilt assets, templates and workflows, and established best practices. 'From the very beginning, we built Gerent on a people-first philosophy, pairing deep process and technical expertise with a relentless focus on customer outcomes,' said Gopi Ramineni, Founder and CEO, Gerent. 'This next chapter with TELUS Digital is a natural progression driven by shared values, strong cultural alignment, and a joint commitment to innovation. Together, we'll expand our impact and capabilities across industries and geographies, delivering greater value to our clients.' Agentic AI takes center stage in the next phase of automation Agentic AI marks a pivotal evolution in enterprise automation, enabling systems to autonomously make decisions and take meaningful action. As organizations navigate economic pressures and rising customer expectations, implementing agentic AI offers a scalable way to enhance service delivery, improve operational efficiency, and reduce costs. Gerent has developed a range of AI-enhanced agents that function internally to support employees and externally to enhance customer support. These include sales representative agents that independently engage with leads by sending emails, scheduling meetings, and recommending products, and CX agents that interact with customers to answer questions, resolve issues, and provide personalized recommendations without human support. These capabilities and expertise are well aligned with Fuel iX™, TELUS Digital's proprietary AI platform and suite of products. The transaction is not material and financial terms are not disclosed. More information: TELUS Digital provides Salesforce consulting and implementation services across the entire Salesforce product suite to unlock the full potential of enterprise investments to elevate customer experiences, and quickly and effectively achieve business goals. We leverage proven frameworks, performance-optimized accelerators and industry-specific best practices to launch intelligent AI agents to empower employees with assistive tools to handle routine tasks that boost efficiency, and customer-facing agents that deliver real-time, personalized support across channels for superior experiences. For more information, visit: Cautionary note regarding forward-looking statement This news release contains forward-looking statements about expected future events, including, but not limited to, statements relating to the expected benefits and synergies of the transaction, the impact of the transaction on TELUS Digital and Gerent's businesses and TELUS Digital's expectations regarding integration plans. Any statements contained herein that are not statements of historical facts may be deemed to be forward-looking statements. In some cases, you can identify forward-looking statements by terminology such as 'aim', 'anticipate', 'assume', 'believe', 'contemplate', 'continue', 'could', 'due', 'estimate', 'expect', 'goal', 'intend', 'may', 'objective', 'plan', 'predict', 'potential', 'positioned', 'seek', 'should', 'target', 'will', 'would' and other similar expressions that are predictions of or indicate future events and future trends, or the negative of these terms or other comparable terminology. These forward-looking statements are based on our current expectations, estimates, forecasts and projections about our business and the industry in which we operate, and management's beliefs and assumptions, and are not guarantees of future performance or development and involve known and unknown risks, uncertainties and other factors that are in some cases beyond our control. We assume no obligation to update or revise any forward-looking statements, whether as a result of new information, future events, uncertainties or otherwise, except as required by law. By their nature, forward-looking statements require TELUS Digital to make assumptions and predictions and are subject to inherent risks and uncertainties. There can be no assurance that the expected benefits of the transaction will be realized within a targeted time frame or at all, including that the expected benefits and synergies of the transaction will be realized or that the integration of the businesses will be successful. There is a significant risk that the forward-looking statements will not prove to be accurate as a result of risks, some of which are beyond the control of TELUS Digital, that include, but are not limited to: risks related to the ability to achieve contemplated synergies and benefits and effectively integrate Gerent within expected timeframes or at all and the possibility that such integration may be more difficult, time-consuming or costly than expected, the diversion of attention of management of TELUS Digital and Gerent to integration-related issues, risks related to investor perceptions of the transaction parties and their respective businesses, operations, financial condition and industry, and risks related to the potential impact of general economic, political and market factors on the companies or the transaction. The forward-looking statements contained in this news release describe our expectations at the date of this news release and, accordingly, are subject to change after such date. Readers are cautioned not to place undue reliance on forward-looking statements as a number of factors could cause actual future events to differ materially from those expressed in the forward-looking statements. Accordingly, this news release is subject to the disclaimer and qualified by the assumptions, qualifications and risk factors referred to in our 'Risk Factors' section of our Annual Report available on SEDAR+ and in 'Item 3D—Risk Factors' of our Annual Report on Form 20-F filed on February 13, 2025, and available on EDGAR. Except as required by law, TELUS Digital disclaims any intention or obligation to update or revise forward-looking statements. About TELUS Digital TELUS Digital (NYSE & TSX: TIXT) crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that deliver value for our clients. We are the brand behind the brands. Our global team members are both passionate ambassadors of our clients' products and services, and technology experts resolute in our pursuit to elevate their end customer journeys, solve business challenges, mitigate risks, and drive continuous innovation. Our portfolio of end-to-end, integrated capabilities include customer experience management, digital solutions, such as cloud solutions, AI-fueled automation, front-end digital design and consulting services, AI & data solutions, including computer vision, and trust, safety and security services. Fuel iX TM is TELUS Digital's proprietary platform and suite of products for clients to manage, monitor, and maintain generative AI across the enterprise, offering both standardized AI capabilities and custom application development tools for creating tailored enterprise solutions. Powered by purpose, TELUS Digital leverages technology, human ingenuity and compassion to serve customers and create inclusive, thriving communities in the regions where we operate around the world. Guided by our Humanity-in-the-Loop principles, we take a responsible approach to the transformational technologies we develop and deploy by proactively considering and addressing the broader impacts of our work. Learn more at:
National Post
27-05-2025
- Business
- National Post
1 in 5 Consumers Avoid Filing Claims Due to Frustrating Digital Processes, According to Insurity's Latest Survey
Article content Article content HARTFORD, Conn. — Insurity, a leading provider of cloud-based software for insurance carriers, brokers, and MGAs, announced new findings from its 2025 Digital Experience Index, a national survey measuring consumer sentiment around digital interactions with P&C insurers. The survey found that 22% of consumers have avoided filing an insurance claim because the process was too frustrating or complicated, highlighting a critical gap in the claims experience that insurers must address to protect trust, loyalty, and long-term value. Article content The survey also found that 64% of consumers would consider switching insurers for a more seamless digital experience, revealing how easily poor interactions, especially during the claims process, can drive customers to competitors. As insurers continue to advance their digital strategies in 2025 and beyond, prioritizing intuitive, user-centric digital experiences will strengthen retention and build long-term customer loyalty. Article content As digital tools become the primary channel for customer engagement, the survey highlights that poor claims experiences are not just process inefficiencies but key drivers of lost trust and reduced customer loyalty. This insight comes when insurers are under increasing pressure to modernize core systems, enhance operational performance, and deliver greater value to policyholders. While many carriers have made significant progress in digital transformation, the findings make clear that technology investment must be paired with a strong emphasis on user experience. Those investments may fail to deliver meaningful returns without intuitive, efficient, and responsive interactions, especially during critical moments like claims. Article content 'As carriers evaluate their core systems and digital infrastructure this year, the priority must be reducing friction where it matters most,' said Sylvester Mathis, Chief Insurance and Chief Revenue Officer at Insurity. 'A clunky or disconnected claims process frustrates customers and risks sending them elsewhere. When someone avoids filing a claim, despite having coverage, it signals a fundamental breakdown in trust. If policyholders feel friction, uncertainty, or inflexibility, they're less likely to file a claim, and far more likely to leave.' Article content This survey was conducted online in April 2025, and more than 1,000 adult participants were randomly selected across the United States to ensure a representative sample. Respondents were asked a series of 19 questions, ranging from multiple-choice to scale-based, to gauge their opinions on their digital experience. Data analysis was performed to identify key patterns and insights. Article content Article content Article content Article content Article content
