TELUS Digital Deepens CX Capabilities Through Strategic Collaboration with Zendesk

VANCOUVER, British Columbia--(BUSINESS WIRE)--Apr 2, 2025--

TELUS Digital Experience (TELUS Digital) (NYSE and TSX: TIXT), a leading global technology company deploying exceptional customer experiences, today announced a new strategic collaboration with Zendesk, a pioneer in agentic AI-powered service. The relationship reflects TELUS Digital’s broader strategy of offering its clients a transformational fusion of people and technology, centered on the outcomes and use cases that matter most to enterprise and mid-market clients, such as voice, chat, messaging, and AI-powered support.

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As part of this collaboration, Zendesk will integrate TELUS Digital’s global CXM talent into its support solutions granting immediate access to a global network of 78,000 team members across 31 countries. In turn, TELUS Digital will incorporate Zendesk’s customer relationship management (CRM) and call center as a service (CCaaS) technologies in its suite of offerings. TELUS Digital’s enterprise-grade GenAI platform, Fuel iX™, will be available to Zendesk customers to add seamlessly from the Zendesk marketplace, providing access to a combination of human expertise and AI technology.

“This partnership unites Zendesk’s AI-powered service and CCaaS platform with TELUS Digital’s global talent delivery and generative AI capabilities to meet the needs of modern, large-scale customer service environments,” said Adrian McDermott, Chief Technology Officer, Zendesk. “Zendesk powers billions of conversations between brands and their customers across voice, chat, email, social, and more. TELUS Digital is uniquely positioned to enhance these experiences through its expertise and scale in CX delivery, technology integration, and AI innovation. Together, we empower organizations to implement and scale smarter, more connected customer experience strategies.”

TELUS Digital’s integration with Zendesk unlocks a more connected, intelligent customer service experience. By combining Zendesk’s extensible service platform with TELUS Digital’s CX and GenAI capabilities, clients can smoothly integrate workforce management tools, optimize agent performance, and streamline support operations. This creates a more efficient and responsive contact center environment that supports both real-time interactions and asynchronous messaging.

Fuel iX further enhances this integration by offering real-time agent assistance, in-conversation response suggestions, and deep insights into customer sentiment, grammar, and intent. Together, these technologies enable organizations to improve resolution speed and quality, while enhancing both the agent and customer experience.

“At TELUS Digital, we’re helping our clients reimagine the entire customer journey, from first touchpoints to real-time support, by building integrated solutions that are fast to implement and easy to scale,” said Tobias Dengel, President, TELUS Digital Solutions. “Zendesk’s extensible architecture gives us the flexibility to quickly integrate it into our broader CX ecosystem. The additional integration of Fuel iX, enables smarter support experiences, faster resolution times, and real operational gains, such as the 25% reduction in average handle time we recently delivered for an enterprise client within just two weeks of deployment.”

TELUS Digital’s relationship with Zendesk builds on the company’s partnership with Local Measure, a CCaaS and advanced voice solutions provider. TELUS Digital announced its partnership with Local Measure on March 4, 2024. Local Measure now powers the voice and messaging capabilities within Zendesk’s CCaaS platform, which is built on Amazon Connect to enable modern, scalable contact center solutions. In February 2025, Zendesk signed a definitive agreement to acquire Local Measure, further strengthening its voice and AI capabilities. The transaction is expected to close in May 2025.

"TELUS Digital's expertise and innovative approach will not only elevate our solutions but also empower our customers to unlock new levels of success," said Carrie Francey, Senior Vice President of Partner Sales, Zendesk. "This partnership marks the beginning of a powerful collaboration and a driver of Zendesk's resolution revolution."

TELUS Digital will serve as a full-service implementation and support partner for Zendesk customers, managing onboarding, configuration, integration, and post-launch operations. Clients will also benefit from ongoing platform optimization, including proactive insights, enhancement recommendations, and hands-on support to ensure they’re getting the most from their Zendesk investment. As a long-term CXM partner, TELUS Digital is committed to delivering clients continuous innovation and elevated customer experiences.

“As a leader in the CXM market, we’re unrelenting in our focus to build and partner with innovative technology capabilities that truly unlock our clients’ business, experience and technology goals,” said Monty Hamilton, Chief Product and Marketing Officer, TELUS Digital. “Zendesk is a leader in customer experience software, and this collaboration brings together our respective strengths to deliver true end-to-end solutions for team members, customers and brands fueled by people and technology.”

To learn more about how TELUS Digital and Zendesk are helping enterprises transform CX, visit telusdigital.com/zendesk

About TELUS Digital

TELUS Digital (NYSE & TSX: TIXT) crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that can withstand disruption and 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 visionary 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 digital solutions, such as cloud solutions and AI-fueled automation, trust, safety and security services, AI & data solutions, including expertise in computer vision, and front-end digital design and consulting services. Fuel iX™ is TELUS Digital’s proprietary generative AI platform and suite of products at the heart of our innovation, helping enterprises advance their pilots to working prototypes and production at scale, quickly, securely and responsibly across multiple environments, applications and clouds.

Powered by purpose, TELUS Digital leverages technology, human ingenuity and compassion to fuel remarkable outcomes 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: telusdigital.com

Tobias Dengel (left), President, TELUS Digital Solutions, and Tom Eggemeier, CEO, Zendesk, celebrate the launch of their strategic collaboration to deliver integrated CX and AI solutions at the Zendesk Relate conference in Las Vegas, March 27, 2025.

LOS ANGELES (AP) — Investigators were questioning a family member of director-actor Rob Reiner and his wife Michele after they were found dead at their home in Los Angeles, according to a law enforcement official briefed on the investigation.

Investigators believe they suffered stab wounds, said the official, who could not publicly discuss details of the investigation and spoke to The Associated Press on condition of anonymity.

Los Angeles Police had not identified a suspect, Deputy Chief Alan Hamilton, the chief of detectives, said at a briefing on Sunday night.

“We are going to try to speak to every family member that we can to get to the facts of this investigation,” Hamilton said.

The Los Angeles Fire Department said it responded to a medical aid request shortly after 3:30 p.m. and found a 78-year-old man and 68-year-old woman dead inside. Reiner turned 78 in March.

Detectives with the Robbery Homicide Division were investigating an “apparent homicide” at Reiner’s home, said Capt. Mike Bland with the Los Angeles Police Department.

Los Angeles authorities have not confirmed the identities of the people found dead at the residence in the upscale Brentwood neighborhood on the city’s west side that’s home to many celebrities.

Reiner was long one of the most prolific directors in Hollywood, and his work included some of the most memorable movies of the 1980s and ’90s, including “This is Spinal Tap,” “A Few Good Men,” “When Harry Met Sally” and “The Princess Bride.”

His role as Meathead in Norman Lear's 1970s TV classic “All in the Family,” as a liberal foil to O’Connor’s Archie Bunker, catapulted him to fame and won him two Emmy Awards.

Relatives of Lear, the legendary producer who died in 2023, said the deaths left them bereft.

“Norman often referred to Rob as a son, and their close relationship was extraordinary, to us and the world,” said a Lear family statement. “Norman would have wanted to remind us that Rob and Michele spent every breath trying to make this country a better place, and they pursued that through their art, their activism, their philanthropy, and their love for family and friends.”

Messages to Reiner's representatives were not immediately returned Sunday night.

Los Angeles Mayor Karen Bass called it a devastating loss for the city.

“Rob Reiner’s contributions reverberate throughout American culture and society, and he has improved countless lives through his creative work and advocacy fighting for social and economic justice,” Bass said in a statement. “An acclaimed actor, director, producer, writer, and engaged political activist, he always used his gifts in service of others.”

The son of comedy legend Carl Reiner, Rob Reiner was married to photographer Michele Singer Reiner since 1989. The two met while he was directing “When Harry Met Sally” and have three children together.

Reiner was previously married to actor-director Penny Marshall from 1971 to 1981. He adopted her daughter, Tracy Reiner. Carl Reiner died in 2020 at age 98 and Marshall died in 2018.

Killings are rare in the Brentwood neighborhood. The scene is about a mile from the home where O.J. Simpson’s wife Nicole Brown Simpson and her friend Ron Goldman were killed in 1994.

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Balsamo reported from Washington. Associated Press Entertainment Writer Andrew Dalton in Los Angeles contributed.

LAPD Deputy Chief Alan Hamilton speaks near Rob Reiner's residence Sunday, Dec. 14, 2025, in the Brentwood section of Los Angeles. (AP Photo/Ethan Swope)

FILE - Rob Reiner and Michele Reiner arrive on the red carpet at the State Department for the Kennedy Center Honors gala dinner, Dec. 2, 2023, in Washington. (AP Photo/Kevin Wolf, File)

FILE - Rob Reiner arrives at the Gay, Lesbian, and Straight Education Network's Respect Awards, in Beverly Hills, Calif., Friday, Oct. 8, 2010. (AP Photo/Matt Sayles, File)

A police officer blocks off a street near Rob Reiner's residence Sunday, Dec. 14, 2025, in the Brentwood section of Los Angeles. (AP Photo/Ethan Swope)

FILE - Honoree Rob Reiner, second left, poses with his wife Michele, left, and children Nick, center, Romy, and Jake at the 41st Annual Chaplin Award Gala at Avery Fisher Hall, April 28, 2014, in New York. (Photo by Evan Agostini/Invision/AP, File)