TELUS realised that, in order to get detailed feedback from their customers, it needed to ask the right questions. Establishing a customer-centric identity was the first step it took after selecting InMoment as a partner. TELUS designated a cross-functional team with executive support that took turned its program from fragmented to world-class.
- $1M direct cost savings achieved through consolidation and technology
- $5M savings in churn reduction opportunity
- Reached 15% more customers after beginning proactive recovery with better tools