News : Canadian Firms Win
Madrid, Spain, Dec. 4, 2017 -- How do you transform the experience of renewing a cell phone contract to make it more rewarding for customers while simultaneously reducing the cost to serve? That was the question Bridgeable, a Toronto-based service design firm, and TELUS, a Canadian telecommunications provider answered when they teamed up on a project to reimagine TELUS's renewals experience.
The project, "Redefining the TELUS Renewals Experience" has been awarded "Best Commercial Project" at the 2017 Service Design Global Awards in Madrid.
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Finalists for this international award were selected by a cross-section of service design practitioners and thought-leaders from around the world. The four shortlisted projects are recognized as benchmarks of world class service design.
Chris Ferguson, CEO at Bridgeable, said of the award recognition, "This project is something we are extremely proud of – the result of many years of methodology development, a culture of continuous experimentation and adaptation, and hard work and practice. This type of change and impact isn't possible without a great partner like TELUS. We were privileged to have worked them."
July Mellett, Director, Service Strategy & Design at TELUS, said, "We are unbelievably proud of our impact, our partnership, and the change we were able to make in this endeavor." She added that "Receiving this award shows that service design can have real impact in driving organizational success and change."
Posted by Veronica Silva Cusi, news correspondent
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Bridgeable is an award-winning service design firm based in Toronto, Canada that employs a human-centered approach to understand and address complex challenges and the people affected. Working with clients across the world, we bridge the gap between what is known (data, analytics, insights, strategy) and what we might do (services, interactions, customer experiences).
About TELUS International:
TELUS International - a global contact center outsourcing, BPO and ITO company with delivery centers around the world, including in Canada, the United States, Central America, Europe and Asia. TELUS International is the global arm of TELUS, one of Canada’s largest telecom companies.
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