TELUS, Canadas fastest-growing telecommunications company, has always taken pride in delivering excellent customer service. CEO Darren Entwistle attributes this success to an inclusive corporate culture that empowers team members to deliver what customers need and want: Our team, and the incredible culture weve built, is our companys most valuable asset and the secret to our success.However, the companys call center learning team wanted to further improve the customer experience and began developing a new customer service model in late 2013.