TELUS Digital
2026 Regional Winner | AI Pioneer
Industry
Technology
Company HQ
Vancouver, BC, Canada
Number of Employees
85,000+
Office Locations
Global
How TELUS Digital built a ‘living proof’ AI workforce with Udemy
Business outcomes
25%
improvement in operational efficiency and productivity
4.7/5
employee rating of the AI Learning Hub
100%
AI compliance achieved for a critical client in 4 weeks
Challenge
Earning the right to lead in AI
TELUS Digital (formerly TELUS International) is a global technology company and a wholly-owned subsidiary of TELUS Corporation, headquartered in Vancouver, Canada. With more than 85,000 employees worldwide, the company builds digital solutions, intelligent automation, and omnichannel customer experiences across digital IT, AI and data solutions, and trust and safety. Through specialized studios, TELUS Digital helps the world’s largest brands design, engineer, and deliver digital transformation at scale.
At TELUS Digital, leaders recognized that clients had stopped asking whether to use AI and started demanding how to manage it for measurable business outcomes. As a global leader in digital and customer experience, the company needed to master AI-first workflows internally to earn the right to advise the world’s biggest brands externally. The challenge was twofold: a gap in day-to-day applied AI adoption and workforce readiness, and the need to embed AI into daily operations rather than treat it as a novel side tool.
Team members needed to evolve from task executors into AI-enabled consultants, and the company needed to reframe what productivity looked like across the entire organization.
Solution
A human-led, AI-powered learning ecosystem
TELUS Digital moved away from isolated training modules toward a continuous, multi-layered learning ecosystem built on a ‘Human-Led and AI-Powered’ philosophy. The company deployed customized Role-Specific Generative AI (GenAI) Pathways on the Udemy platform for individual contributors, people leaders, tech teams, and project managers. For technical talent, TELUS Digital anchored a four-tier Agentic AI Progressive Pathway: Explorer, Practitioner, Strategist, and Architect, mapping content directly to career progression tracks and transforming employees from content consumers into AI-enabled advisors.
The ecosystem is governed by three strategic pillars:
• Radical personalization: role-specific paths linked to career growth, so every learner builds skills relevant to their actual work
• Frictionless accessibility: just-in-time microlearning embedded in daily workflows, so learning happens where and when people need it
• High-octane engagement: a shift from passive lectures to active immersion, including the Fuel iX Impact Labs, a flagship 4-week cohort-based program where participants build functional AI copilots tailored to their specific business units, driving measurable internal productivity
Beyond pathways, TELUS Digital launched an always-on AI Learning Hub with curated guides to Udemy courses, supported by AI Product-Specific Microlearnings — bite-sized modules focused on organization-approved tools like Gemini for Workspace, NotebookLM, Vids, and Fuel iX — and sponsored Google Cloud certifications using Udemy’s certification preparation tracks. Using a standard operating procedure paired with Udemy’s AI features, business leads became creators themselves, compressing days of manual course research into hours and achieving a sixfold efficiency increase across the business within nine months, with learning paths built for small teams rather than at the enterprise level.
To scale interactive training globally, TELUS Digital integrated Udemy Role Play into high-priority programs such as its Trusted Advisor track, letting learners practice high-stakes soft skills in realistic scenarios with real-time feedback and eliminating geographic delivery constraints. For engineering and tech teams, it embedded Udemy’s risk-free sandbox Assessments and Labs directly into technical pathways, allowing team members to measure competency gaps and practice code in real time.
“Udemy’s AI Assistant let our business leads curate pathways in hours instead of days, putting learning directly in the hands of the teams who need it,” Aggarwal said.
“Udemy’s AI Assistant let our business leads curate pathways in hours instead of days, putting learning directly in the hands of the teams who need it.”
Results
5,000 learners and 100% client compliance
Through the Udemy-powered ecosystem, more than 3,000 learners actively progressed through the Agentic AI and role-based GenAI pathways, with an additional 2,000 team members voluntarily upskilling through standalone AI courses, bringing the total AI learning community to more than 5,000 employees.
The company sponsored 904 Google Cloud Platform certifications using Udemy’s certification preparation tracks, and more than 6,000 participants attended expert-led deep dives. Separately, 9,288+ team members self-selected into AI Product-Specific Micro-Learnings to optimize their daily application toolsets. The AI Learning Hub became the definitive company resource, used by more than 4,452 team members who rated it 4.7 out of 5.
The upskilling drove a 25% operational efficiency and productivity improvement by pairing AI with robotic process automation (RPA) to automate repetitive tasks and streamline daily workflows. When a critical global client required 100% AI compliance across a multi-continent project team within four weeks, TELUS Digital deployed its pre-built Udemy-powered architecture in three phases: awareness, education and adoption, and acceleration and impact.
In the final phase alone, learners built more than 50 proof-of-concepts and active agents on Agentic applications.
Using Udemy enterprise analytics, management tracked learning progress every other day. The team achieved 100% AI compliance across all regions within the deadline, and the project launched on time.
“Udemy gave us the speed and scale to upskill an international workforce and operationalize AI safely and responsibly,” Aggarwal said.
“Udemy gave us the speed and scale to upskill an international workforce and operationalize AI safely and responsibly.”
Looking Ahead
Continued momentum
Having built a self-sustaining learning ecosystem, TELUS Digital is continuing to scale its AI upskilling across more functions. The company plans to deepen its role-specific GenAI pathways and extend the four-tier Agentic AI framework to additional teams, while putting more path-creation directly in the hands of business leads through its standard operating procedure and Udemy’s AI features.
The goal remains the same: keep a future-ready workforce capable of stepping into high-value AI roles as the technology evolves.
“We’ve built a self-sustaining ecosystem where our business teams can pivot, upskill, and innovate at the required pace, and Udemy remains the partner that helps us keep that momentum,” Aggarwal said.
“We've built a self-sustaining ecosystem where our business teams can pivot, upskill, and innovate at the required pace, and Udemy remains the partner that helps us keep that momentum.”
See Udemy Business in action.
Get started today.
