In this episode of Behind the Growth, host Mudassar Malik sits down with Chris Madan, VP of Digital Sales & Service at TELUS. Chris shares his unique career journey across Aviation, Financial Services and Telecommunications, emphasizing the common thread - a focus on customer experience. As the custodian of TELUS's digital storefront, Chris and his team are on a mission to humanize digital experiences and the digital customer journey.

Chris touches on AI and its role in bridging the gap between being data-rich and insight poor. He also discusses the potential of AI to process vast amounts of information and deliver hyper-personalized experiences at scale. But it's not just about machines and algorithms. Chris emphasizes the vital importance of the human touch, showing up in those critical moments that truly matter to clients, a key differentiator between machines and humans.

Beyond the excitement of AI, this conversation then delves into the ethical considerations surrounding its use. Chris passionately advocates for responsible AI implementation, ensuring fairness, transparency, and privacy for all. He underscores the need to be cautious and thoughtful in embracing these groundbreaking technologies, acknowledging the potential risks while maintaining a sense of optimism about the future.

If you want a glimpse into the fascinating world of AI, digital sales, and customer experience, this episode offers an abundance of valuable insights. Join Mudassar and Chris as they unravel the profound impact of technology on the future of client interactions.

Key Takeaways:
- Build a culture that embraces AI for positive change and the right outcomes
- Artificial Intelligence will bridge the gap between data-rich and insight-poor tools
- Hyper-personalization will finally take place, especially in moments that matter
- With all the tech available, the key is in stitching them together to deliver value
- Embrace AI responsibly with fair practices, guardrails, and transparency

Visit mobilelive.ca/podcast to learn more about each guest and read key insights for every episode.