Tech-Enabled, Human-Centered: TELUS Digital and Ryan Strategic Advisory Reveal New Trust, Safety & Security Priorities for 2025

The digital economy’s relentless growth has thrust trust, safety, and security (TSS) to the forefront of corporate strategy. A recent global survey by Ryan Strategic Advisory, commissioned by TELUS Digital, reveals that businesses are prioritizing TSS like never before, driven by rising regulatory demands, fraud risks, and customer expectations. Yet, amid this urgency, enterprises face a paradox: automation is advancing, but human judgment remains irreplaceable. This duality is shaping a new era of TSS solutions, with TELUS Digital positioning itself as a leader in bridging the gap between technology and human oversight.

The Data-Driven Surge in TSS Investment

Enterprises are doubling down on TSS capabilities, with 68% of businesses planning to increase spending on ID verification over the next 12 months, driven by compliance demands (33%) and fraud costs (23%). Fraud detection is close behind, with 66% of companies boosting investments, primarily to mitigate financial losses (29%) and negative customer feedback (20%). Meanwhile, 60% of firms are prioritizing Know Your Customer (KYC) processes, reflecting a 34% compliance-driven push. These figures underscore a clear trend: businesses are treating TSS as existential risks to reputation and revenue.

TELUS Digital’s financials align with this trend. In Q4 2024, it reported $691 million in revenue, steady year-over-year, with growth in AI Data Solutions fueled by hyperscaler clients and wins in multimodal large language models (LLMs) and autonomous transportation. Its Digital Solutions service line, which bundles TSS tools with customer experience (CX) management, is seeing renewed momentum as clients seek integrated risk mitigation.

The Hybrid Human-AI Model: Necessity, Not Choice

Despite the rise of AI, human expertise remains the linchpin of TSS. The Ryan survey found that 79% of organizations use human involvement in ID verification—either through hybrid models (61%) or fully human teams (18%)—with only 22% relying solely on technology. Similarly, 61% of firms involve humans in KYC processes, and 56% in fraud detection. This reflects a universal truth: algorithms can’t yet replicate human intuition in high-stakes scenarios like detecting nuanced fraud patterns or moderating sensitive content.

TELUS Digital capitalizes on this with its “human-in-the-loop” approach. Its Fuel iX™ platform, a proprietary tool for managing generative AI compliance and risk, exemplifies this balance. By integrating AI with human oversight, Fuel iX helps clients avoid “shadow AI” risks—like employees using unapproved public tools to process sensitive data. A TELUS survey found that 57% of employees admit to inputting confidential information into such tools, highlighting the need for enterprise-grade solutions.

The Challenges Ahead—and TELUS’s Response

Scaling TSS capabilities isn’t without hurdles. The top barriers include compliance complexity (44%), technical talent shortages (39%), and fraud prevention costs (34%). Operational challenges like integration with legacy systems (20%) and cost constraints (27%) further complicate the path forward.

TELUS is addressing these through strategic partnerships and innovation. Its collaboration with Sumsub, a global identity verification firm, enhances employee onboarding and compliance via tools like IP risk assessment and document analysis. Meanwhile, its $1 million investment in the TELUS Digital Research Hub at the University of São Paulo aims to advance responsible AI and TSS innovation over three years.

Financially, TELUS is betting on long-term growth. Its 2025 outlook targets 2% organic revenue growth, $400 million in adjusted EBITDA, and a focus on reducing debt through operational efficiencies. These goals hinge on scaling its hybrid TSS solutions, which now include CX consulting, big data analytics, and AI implementation services.

The Investment Case: Risk Mitigation as Growth

For investors, TELUS Digital represents a play on two converging trends: the digitization of everything and the imperative to secure it. Its hybrid model offers a defensible competitive edge in an era where enterprises are spending heavily to avoid regulatory fines, reputational damage, and fraud losses.

While TELUS’s stock has underperformed the S&P 500 in recent years, its TSS-focused growth initiatives could shift momentum. The company’s Q4 results, with steady revenue and pipeline gains, suggest resilience in a cost-conscious market. Its partnerships and proprietary tools, such as Fuel iX, also lower execution risk by differentiating it from competitors reliant solely on automation or human-only teams.

Conclusion: Trust as a Competitive Advantage

TELUS Digital’s 2025 strategy is a masterclass in balancing competing demands: cost efficiency, compliance, and human expertise. With 68% of businesses prioritizing ID verification and 66% fraud detection, the company is well-positioned to capture share in a $44 billion global TSS market (estimated by MarketsandMarkets). Its hybrid model addresses both the “what” (regulatory and customer needs) and the “how” (talent gaps, integration challenges), while its financial discipline—targeting 2% organic growth with $400 million EBITDA—offers a path to profitability.

The risks remain real: regulatory overreach could stifle innovation, and talent shortages may constrain scaling. Yet, TELUS’s focus on partnerships, proprietary tech, and human-centric solutions positions it to navigate these hurdles. In an age where trust is the ultimate currency, TELUS Digital is building a business model to mint it.

As enterprises invest aggressively in TSS—driven by 44% compliance pressures and 29% fraud costs—the stage is set for TELUS to capitalize on a secular growth trend. For investors willing to bet on a future where security is non-negotiable, this is a story worth watching.