TELUS Digital review

Each line is a datapoint with its grade. Grades are the ones the anchors act on: a sub-criterion scored 5 requires at least one E1 or E2 source, and evidence that is entirely E3 caps the sub-criterion at 3.

12 claims on this sheet, by grade: E1 4 E2 4 E3 5 E5 1 Counts sum above 12 because 2 claims cite more than one grade.

• Everest Group Leader, CXM Services PEAK Matrix Americas 2025 — seventh consecutive year, one of five Leaders among 48 providers assessed Business Wire, 24 Sep 2025 E1
• NelsonHall Leader in the 2025 NEAT for CX Services Transformation across all four segments, from 23 vendors analysed, citing a mature AI operations practice; also Leader in the 2026 NEAT for AI Enablement Services Business Wire, 9 Dec 2025 E1
• Clutch 4.9/5 across 35 verified reviews with the most recent dated Jun–Jul 2026, reviewers named by role and employer, with quantified outcomes. MATERIAL CAVEAT: the profile is the Charlottesville VA digital-engineering entity of WillowTree lineage, so the reviews evidence product and platform work rather than contact-centre delivery Clutch, checked Aug 2026 E2
• Glassdoor 3.4/5 across 5,580 reviews, 59% recommend, 55% CEO approval, senior management 3.0; recent reviews cite abrupt project terminations and withdrawn remote work Glassdoor, checked Aug 2026 E2
• CONFLICT: the company states 83,000 team members, 70+ delivery centres and 35+ countries, against its own 2024 Sustainability report (67 sites, 31 countries), the FY2023 annual report (32 countries) and a Palo Alto Networks customer story (78,000 employees, 31 countries). Plausibly date-explained; not reconciled on the site telusdigital.com locations E3E1
• FY2023 annual report discloses client concentration: TELUS Corporation 20.6%, Google 13.1% and a third social-media client 11.2% of revenue TELUS International FY2023 Annual Report E1
• ISO 27001, ISO 27701, SOC 1 and 2, PCI DSS 4.0 and HITRUST are named on an industry page with no certificate number, issuing body, audit scope, validity date or PCI level published anywhere. Neither the FY2023 annual report nor the 2024 ESG report mentions any of them, and the security page returns 404 telusdigital.com crypto industry page E3E5
• Certified under the EU-U.S., UK Extension and Swiss-U.S. Data Privacy Frameworks, participates in APEC Global Privacy Recognition for Processors, uses EC standard contractual clauses, publishes four regional privacy contacts — but no public DPA, no subprocessor list and no stated residency option telusdigital.com privacy policy E3
• Palo Alto Networks customer story independently documents the security estate across 78,000 employees in 31 countries: Prisma Access, Cortex XDR/XSOAR, Prisma Cloud, SSL decryption and Unit 42 24/7 managed detection, with 65% MTTR reduction and 38M+ threats blocked in 30 days Palo Alto Networks, Jul 2025 E2
• ElevenLabs case study independently corroborates production AI: Fuel iX Agent Trainer cut new-agent onboarding time 20% across 90,000+ customer simulations, against 70,000 contact-centre associates and 20,000–30,000 new hires annually ElevenLabs, 18 Dec 2025 E2
• States an explicit AI limit with containment honesty: confidence thresholds route only what AI cannot resolve to humans rather than maximising deflection, and "a person, not a system, stays accountable for the moments that matter" AI Journal, 19 Aug 2026 E3
• Named, quantified client cases across verticals — Dairy Queen, Manulife, Ascensus, Brightline, Virginia Lottery, iZotope — but no case page publishes an engagement date telusdigital.com customer service E3

Computed from this provider’s anchor scores against the 29-provider field it is scored in, from the 12 public claims above: the sub-criteria where it sits furthest above the field median, and furthest below. Selection is by distance from the field, not by raw score — a 5 where most of the field scores 5 says nothing. These are scores for what a provider publishes, so a low score can mean a weak record or a quiet one, and this block cannot tell them apart.

Sub-criterion anchor scores in criterion order, with the weighted criterion total computed from them. Multiply each anchor by its sub-criterion weight over five and sum: that is the whole arithmetic, and it is why this total can be checked without taking anyone's word.

• Largest remaining evidence gap: every named security credential is self-declared with no certificate number or scope

Every line above is meant to be checkable. If a datapoint is wrong, out of date, or missing a certificate identifier we could not find, the corrections process is open: submit the evidence and the score is re-derived through the anchors. Facts are correctable; scores follow facts.