The Path to DevOps: Accelerating the Delivery of Value


Part of our work in the Domain Consulting team is advising Cyara customers on their Agile/DevOps journeys. Through this process, we've identified a path to DevOps in the contact center that I'd like to explore in more detail. In the first post of this series , I talked about putting in the guard rails with design-driven assurance.

Meeting Today's CX Needs in the Insurance Industry


Insurance is often referred to as a distress purchase, requiring the consumer to invest considerable time and effort in finding the right policy at the best price. This has given rise to many price comparison websites, which help the consumer find policies online. These sites have increased competition and disrupted the personal insurance industry, especially in the UK.

Omnichannel Journeys: Their Moment is Finally Here


We all know that customers want and expect to have the context of their interactions with an organization carry with them as they move from one channel to another. According to Salesforce, 75% of consumers expect consistency across channels (Salesforce, State of the Connected Customer , 2016). And, 89% of customers get frustrated because they need to repeat their issue to multiple representatives (Accenture).

Introducing Cyara 7.3: Omnichannel Testing and More


I couldn’t be more thrilled about Cyara 7.3. It’s packed with amazing new features aligning with two overarching themes: Personalization: With our new omnichannel testing and test data management features, we make it easier to test personalized customer journeys, ensuring that data and context is passed from one channel to another, and that users can test journeys designed for different segments.

Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

Organizations are continuously improving their CX systems in an effort to keep up with customer demands. Automation increases quality and accelerates innovation. Learn how adopting Agile/DevOps will accelerate innovation and exceed customer expectations.

The Path to DevOps: Building in Quality from the Beginning


Part of our work in the Domain Consulting team is to advise Cyara customers on their Agile/DevOps journeys. Through this process, we've identified a path to DevOps in the contact center that I'd like to explore in more detail. In this first post of a three-part series, I will talk about putting in the guard rails with design-driven assurance.

From Planning Ahead to ‘Smoke Tests’ — Top Five Tips for CX Regression Testing


For CX leaders who are in the trenches day-to-day, you know that paying careful attention upfront in the design stage can make or break the efficacy of your CX testing, and of course, ultimately the success of your CX. I’ve captured some best practices to keep in mind, start to finish — based on my years of experience as a developer myself, from working side-by-side with many Cyara customers and from a panel discussion I recently hosted with Cyara customers.

How Much Does a SEV1 Cost Your Organization?


The answer is, it depends. The cost of a SEV1 depends on many factors including when the error is discovered and how difficult it is to diagnose and repair. But first, what is a SEV1? Category5 csat cx monitoring NPS active monitoring cx assurance custserv performance testing

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Digital Transformation and DevOps: It's Not About Technology


Many organizations around the world are undertaking digital transformations in an effort to move with the times and meet consumer expectations. Working with Cyara's customers, the Domain Consulting team has found that this transformation most often involves a transformation in how they think about technology. In fact, I believe that is critical for achieving a successful transformation.

How Mid-Size Contact Centers are Adopting Cloud for CX Transformation

The combined forces of digital transformation, customer experience and cloud-based contact center products herald a new day for mid-market contact centers by meeting the unique needs and preferences of their business, including: security, control, functionality and speed.

Introducing Global In-Country Dialing


And now, I can say with confidence, so is Cyara with our new global in-country dialing capability. Businesses are increasingly operating in a global economy, and are looking to test and monitor their customer experience in countries around the world. To do that effectively and efficiently, requires the ability to dial numbers locally for the purposes of testing and monitoring. While of course you can dial local numbers internationally, there are some limitations.

Achieving Alignment in the CX Development Cycle


In our work with Cyara customers, the Domain Consulting team has found that many organizations are struggling with maintaining alignment between and within their business and IT teams while working to increase the speed of their deployments. This point was reinforced during an Agile-focussed panel at Cyara Xchange 2018 and also in conversations I had throughout the event. In my last post, I talked about ways to get business and IT working from the same CX agenda.

Key Insights from CX18


I love Nashville. Over the years I’ve been to Nashville for three conferences, all at the Opryland Hotel. If you’ve never stayed at the Opryland Hotel, you’re in for a real treat — it’s like being in a terrarium. Enclosed, lush green grounds with winding paths. Why, there’s even an indoor boat ride! customer experience automated testing IVR testing contact center cx customer experience issues call center design-driven assurance integration performance testing

Best Practices in Performance Testing for CX Systems


At Cyara Xchange 2018 in March, I had the great privilege of hearing a presentation by two experts on performance testing of CX applications: Pete Dhadwar of Royal Bank of Canada and Chandra Golla of Cyara. In this blog post, I will share a few of their pearls of wisdom. customer experience automated testing IVR testing contact center cx customer experience issues call center design-driven assurance integration performance testing

Are Your CX KPIs Crystal Balls or Rear-View Mirrors?


Can you measure CX real-time, in the moment? Are you confident that you have an objective measure of your CX? Can you benchmark your CX with your competitors? In my experience, the answer for most organizations is “No.”. Organizations find themselves anxiously awaiting CSAT and NPS results, investing dollars and time in the process. Don't get me wrong. These KPIs are great metrics. They are common, simple, and easy to understand.

eBook: Top 6 Benefits of Improving CX Assurance

More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.

Embracing Agility at Anthem, Airbnb, and Capital Group


A couple of weeks ago, we were honored to host our inaugural Cyara Xchange conference up in San Francisco. It was such an energizing event where everyone was sharing best practices and war stories from the CX trenches. One of the highlights for me from the three days was the main stage panel titled, “Transforming Your Development Organization to Support an Agile World.”

Highlights from Xchange 2018


Our Xchange 2018 conference was a momentous occasion for us as a company, as well as for me personally. This was something I envisioned twelve years ago, so it was with both pride and humility that I took the stage to address our customers and partners. Even more valuable were the conversations we shared — over dinner, in the hallways, and in the breakout sessions where everyone shared their experiences and learnings with each other.

Introducing Cyara 7.2


71% of organizations say that customer experience is a competitive differentiator ( Dimension Data, 2017 ). That’s why CX Assurance is so important. And that’s why Cyara is laser focused on delivering the best CX Assurance solution available. Cyara 7.2 includes a wealth of enhancements, across the entire platform, that enable our clients to more effectively test and monitor their CX.

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Getting Business and IT to Work from the Same CX Agenda


In our work with Cyara customers, the Domain Consulting team has found many examples of organizations approaching software development the same way: with the business side dictating their requirements to the technology side. But I believe that to encourage buy-in from the technology team as well as a better outcome, the business should be sharing their objectives or outcomes instead. In this post, I will outline my reasons and give some examples as well.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Push Notifications: The Best Way to Get Alerts


Keeping on top of your CX requires ongoing monitoring, with robust, flexible alerting capabilities. Today, many CX leaders are monitoring their CX applications with Cyara Pulse, and leveraging our dashboards to make it easy to see at a glance when something needs attention. To make sure our customers find out as quickly as possible when a problem occurs, we have robust, flexible alerting capabilities.

Comparing Active and Passive Production Monitoring


Even the most thoroughly tested and optimized CX delivery systems are subject to unexpected failures and degradation, and CX monitoring allows an enterprise to detect these before their customers do. As covered in this Cyara Resources article , CX production monitoring is designed to check the performance of your CX delivery systems. Production monitoring can broadly be classified as either active or passive , and it's beneficial for enterprises to use both.

Can You Hear Me Now? 4 Best Practices in Voice Quality Monitoring


We all know how frustrating it is when you can’t clearly hear the person on the other end of the phone line. How many times have you simply hung up on someone and called back to try and get a better connection? Well, it’s one thing to call back your friends, family, or colleagues. But, when you are calling your bank, insurance company or other business, you might lose your patience, hang up and never call back.

The Cyara Cloud – 5 Reasons Our On-Premises Clients are Making the Move


Over the past few years, Cyara, like so many other software companies, has moved to a cloud-first delivery model. With the Cyara Cloud, you get an evergreen environment that is constantly on the current release, and has quick access to bug fixes and enhancements, as well as easy access to new product trials. And, with two completely redundant sites per region, our investments in hosting enable us to sustainably deliver less than 0.1% unplanned downtime.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

How DevOps Has Helped Speed Innovation at Cyara


More and more Cyara customers are moving to an Agile/DevOps model because it allows them to release features more quickly, among other benefits. As one of Cyara ’ s Cloud Operations Managers, I ’ m tasked with automating operations and bringing together the development and operations teams. So I ’ d like to share what I ’ ve learned from our own Agile/DevOps journey. customer experience automated testing cx customer experience issues agile devops

Introducing Cyara 7.1 - Improved Monitoring for Flawless CX


Keeping your finger on the pulse of your customer experience is no easy feat. You have lots of moving parts, and things change rapidly. But at the same time, your CX is critical to your business success. That’s why I am so thrilled about the enhancements we are bringing to market in Cyara 7.1. While this release includes enhancements across the platform, our focus was on the monitoring capabilities found in Cyara Pulse.

Are You CX-y Enough for Your Customers?


Tomorrow is Valentine’s Day, a day that symbolizes love. And just as flowers and chocolate are the language of love for couples, the language of love between you and your customer is your CX. What does your CX say about you? Do your customers find you CX-y? If you’re like most organizations, you don’t know. You know CX is a priority. You know you’ve invested in redesigning or upgrading your CX. But do you actually know how your customers feel about the CX you deliver?

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The Benefits of Taking Your CX Development Agile


We’re all consumers, and we know from our own behavior that our expectations are evolving as technology evolves, which is becoming increasingly rapid. So, it’s not surprising to learn that, according to a. Salesforce study , 58% of consumers believe that technology has significantly changed their expectations of how companies should interact with them. And those expectations are high — 78% expect to leave a service interaction feeling good about their experience. That is why.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

How Will Spectre and Meltdown Affect My CX?


Spectre and Meltdown are the latest in a long list of threats to the security of your IT systems, including those that underpin your CX applications. But your CX applications are particularly critical. Not only are they the front door to your customers, but they also contain valuable, confidential, and private customer information. customer experience automated testing cx customer experience issues patches security

Lessons Learnt: Is 'Black Christmas' Good or Bad for Customer Experience?


Black Christmas is the period that starts when the big UK retail brands decide to launch their Christmas TV campaigns and ends on Black Friday (or Cyber Monday if you have any cash left!). You’ve never heard the term ‘Black Christmas’? That’s because I’ve just named it. So now it’s a ‘thing’ my friends. I’m sure some people love this period – ‘retail therapy’ addicts, serial bargain hunters, or just the Wizzard fans who “ wish it could be Christmas every day ”.

The Case for Dual Feedback Loops in Agile/DevOps


Over the past few months, Cyara's Domain Consulting team has been sharing insights about DevOps/Agile trends we've identified while working with our customers. We wrote about the goals of CX leaders and identified a DevOps/Agile maturity scale for organizations. In this post, I'd like to cover a trend we've identified around feedback loops in the Agile/DevOps process. customer experience automated testing cx customer experience issues agile devops

Can You Predict NPS Scores? The Big 3 Can!


Can you predict NPS Scores? With my Big 3 Formula for Leading Indicators, you can. Just like economists, Customer Experience practitioners can use the concept of Leading Indicators as a way to predict future NPS scores. I recently paired with Cyara on a Webinar entitled NPS is Dead, Long Live NPS! and you can check out our slideshare version of this webinar. My associate on the webinar, Elizabeth Magill , likes to say that the rumors of the death of NPS are greatly exaggerated.

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5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Where Are You on the Agile/DevOps Maturity Scale?


Cyara's Domain Consulting team works with many organizations who are undertaking the DevOps journey. While we've talked a little about some of the challenges in adopting DevOps, I'd like to expand a little more on moving between stages of DevOps maturity and the difficulties it can present. customer experience automated testing cx customer experience issues agile devops

Cyara Launches Velocity in Sydney


We recently held a launch for our latest product, Velocity , in Sydney. While cruising Sydney Harbour, we introduced Velocity's features and benefits as well as our vision to a group of valued Cyara customers and partners. customer experience automated testing cx customer experience issues velocity

Why Say No When You Can Say Yes?!


I had the great pleasure of attending the Gartner Application Strategies and Solutions Summit in Las Vegas last week. My objective for the week was to participate in the CX Track, learn from Gartner research and thought leadership, and better understand the challenges IT leaders face as it relates to CX. customer experience automated testing cx customer experience issues

Signaling What's to Come: Key Takeaways from the O'Reilly AI Conference


As well as being the topic of the moment, Artificial Intelligence (AI) is a subject close to my heart — my honors thesis and masters studies at university in the late 80s were focused on deep learning and artificial neural networks (ANN). The O'Reilly Artificial Intelligence Conference held recently in San Francisco offered a lot of valuable insights into how AI is increasingly being applied in all sorts of industries, and increasingly so in the customer service space.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.