Case Study: TELUS achieves $1M in direct cost savings and a $5M churn-reduction opportunity with InMoment

Realizing Direct Cost Savings & Churn Reduction Impact on Experience Program Success

TELUS, one of Canada’s largest and fastest-growing telecommunications companies with over 13 million connections, faced a fragmented customer experience program that was driving up costs and delivering slow, inconsistent feedback. The program struggled with long invitation-to-feedback timelines, no unified omni-channel view, limited recovery processes and personalization, and challenged response rates that hindered scalable service recovery and retention efforts.

Under Stavros Davidovic’s leadership TELUS implemented a voice-of-the-customer program and advanced analytics with InMoment, creating real-time, multi-channel insight, a closed-loop recovery process, and an internal CX hub to align teams. In 18 months they doubled feedback volume to 3.5 million responses, achieved best-in-class response rates (including 45% SMS), realized $1M in annual cost savings, saved roughly one in three customers through recovery, and identified a $5M churn-reduction opportunity.

Telus

Stavros Davidovic

Manager, Feedback & Recovery