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Our Year in Review

At TELUS Digital, we want to enable our customers and team members to do what they want to do easily. To make this a reality, we're experimenting with new ideas and technologies, delivering seamless digital experiences through App and Web and accelerating digital transformation across TELUS.

Here’s what our team has been up to:

1,090,190


My TELUS app users

A milestone in TELUS history. The My TELUS app, launched in 2017, allows customers to self-serve easily while providing real-time feedback to our teams. Our drive for continuous improvement has led us to a pretty awesome rating on both Apple & Google Play.

A huge thank you to all our partners, our customers and team members for such an incredible achievement!

My TELUS app users

A milestone in TELUS history. The My TELUS app, launched in 2017, allows customers to self-serve easily while providing real-time feedback to our teams. Our drive for continuous improvement has led us to a pretty awesome rating on both Apple & Google Play.

A huge thank you to all our partners, our customers and team members for such an incredible achievement!

Introducing Peace of Mind™ Plans and TELUS Easy Payment

90

team members

07

months

01

epic plan

Through strong partnerships across TELUS, TELUS Digital revamped the online experience, including Peace of Mind™ Plans and TELUS Easy Payment®. We’re proud to have designed easy solutions for customers looking for $0 upfront devices and endless data plans.

90

team members

07

months

01

epic plan

Through strong partnerships across TELUS, TELUS Digital revamped the online experience, including Peace of Mind™ Plans and TELUS Easy Payment®. We’re proud to have designed easy solutions for customers looking for $0 upfront devices and endless data plans.

Developers’ guild is the most active slack channel

Who’s the chattiest bunch at TELUS Digital? With 34,445 messages sent since its inception, our #developers-guild slack channel embodies the TELUS value of spirited teamwork. Here, you’ll find members talking about all things code, catching up on the latest tech trends or inserting a gif (or two).

Developers’ guild is the most active slack channel

Who’s the chattiest bunch at TELUS Digital? With 34,445 messages sent since its inception, our #developers-guild slack channel embodies the TELUS value of spirited teamwork. Here, you’ll find members talking about all things code, catching up on the latest tech trends or inserting a gif (or two).

0


pages created leveraging our headless CMS

A headless CMS offers the flexibility and scalability our teams need to build high-quality and consistent digital experiences. Enabling these experiences is a product we’ve developed in-house called “Site Builder,” powered by Contentful. Site Builder has allowed us to easily launch pages across our enterprise, including experiences for TELUS Health, Business and Brand. We’ve automated simple tasks while integrating components from our TELUS Design System to ensure every page a customer visits looks and feels like TELUS.

250 A/B tests and personalized experiences served to 5M visitors

Personalization helps customers to easily discover relevant content, at the right time. Running A/B tests allows us to determine the best experience so that our customers get the highest value out of their interaction with us. The analytics, marketing and content teams have worked closely together to scale the power of testing and personalization across our Home Solutions, B2B, My TELUS and Mobility strategic priorities such as prospecting, churn reduction, upsell, cross-sell and digital adoption.

250 A/B tests and personalized experiences served to 5M visitors

Personalization helps customers to easily discover relevant content, at the right time. Running A/B tests allows us to determine the best experience so that our customers get the highest value out of their interaction with us. The analytics, marketing and content teams have worked closely together to scale the power of testing and personalization across our Home Solutions, B2B, My TELUS and Mobility strategic priorities such as prospecting, churn reduction, upsell, cross-sell and digital adoption.

750


community hours

We #GiveWhereWeLive to make the future friendlier for all Canadians. When we're not designing, writing code or creating content, we're given the time and space to go out and make a positive impact in our community. Getting involved in causes we care about helps us stay connected to what matters outside of work.

33 events hosted

Interested in People Analytics, Accessibility, UX or GraphQL? We're proud to be able to provide support (and coffee) for communities our team members are involved in, whether that is for a humble meet-up or a large social gathering. We invest in our team members so that they can drive positive social impact in the communities they are passionate about building.

2300 garbage bags saved

As one of the eight Canadian companies to be recognized by the Dow Jones Sustainability World Index, TELUS is committed to creating a more sustainable future for generations to come. At TELUS Digital, our Green Team eliminated the need for 2300 industrial-sized garbage bags per year and also improved the accuracy of the team’s recycling habits.

101 mentees and counting

This year we’ve empowered team members to go beyond their job description to learn a new skill. 55 team members received training in SEO, 48 attended content strategy hack days and others were able to explore a career in analytics through our Junior Analytics Developer (JADE) Program. With 56 mentors on the floor in Toronto and Vancouver, the learning never stops.

33 events hosted

2300 garbage bags saved

101 mentees and counting

Interested in People Analytics, Accessibility, UX or GraphQL? We're proud to be able to provide support (and coffee) for communities our team members are involved in, whether that is for a humble meet-up or a large social gathering. We invest in our team members so that they can drive positive social impact in the communities they are passionate about building.

As one of the eight Canadian companies to be recognized by the Dow Jones Sustainability World Index, TELUS is committed to creating a more sustainable future for generations to come. At TELUS Digital, our Green Team eliminated the need for 2300 industrial-sized garbage bags per year and also improved the accuracy of the team’s recycling habits.

This year we’ve empowered team members to go beyond their job description to learn a new skill. 55 team members received training in SEO, 48 attended content strategy hack days and others were able to explore a career in analytics through our Junior Analytics Developer (JADE) Program. With 56 mentors on the floor in Toronto and Vancouver, the learning never stops.

89 sites & web apps shut down

Maturing as an organization means saying good-bye to sites and web apps that no longer serve the needs of our customers and team members. Our security team, along with teams across TELUS, continuously strive towards reducing our digital footprint and protecting customer data.

15% increase in our Digital Experience Rating

We take our Digital Experience Rating very seriously - it’s the percentage of customers that gave their experience on telus.com a 4/5 or 5/5 rating. This crucial feedback drives our continuous improvement to provide the best-in-class service to anyone visiting our website.

Web apps are repaired ~3x faster

Apps that don’t work can be frustrating for both customers and frontline team members. Each year we strive to decrease the number of minutes our web apps are down and increase the speed at which our team can fix them. This allows us to continue delivering quality, reliable services.

13 million self-serve activities

At TELUS, we want to ensure that we’re offering the highest value in each customer service transaction. This means empowering our customers to complete simple tasks without jumping through hoops to get there. Activities could include paying your bill, adding data top ups, signing up to preauthorized payments, adding a new channel to their existing TV package, changing devices for their business plan, or purchasing an accessory. We want to enable our customers with the power to personalize their experience with us, while still knowing that help is a phone call (or online chat) away.

13 million self-serve activities

At TELUS, we want to ensure that we’re offering the highest value in each customer service transaction. This means empowering our customers to complete simple tasks without jumping through hoops to get there. Activities could include paying your bill, adding data top ups, signing up to preauthorized payments, adding a new channel to their existing TV package, changing devices for their business plan, or purchasing an accessory. We want to enable our customers with the power to personalize their experience with us, while still knowing that help is a phone call (or online chat) away.

0


Oreos consumed in a single day

Earlier this year, our social committee put together an Oreo cookie day to give our hard-working team members an afternoon pick-me-up. We featured flavours like Cinnamon Bun, Birthday Cake, Chocolate Peanut Butter, alongside a variety of milk and milk-alternative beverages.

Cookie Monster would be proud.

Build your future.

Make it friendly.