INDUSTRY INSIGHTS YOUR PEERS ARE READING
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). MORE
When we started to tell customers about our IVR discovery product, Crawler, a few years ago, I got excited. MORE
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. MORE
I recently met with a CIO of a major enterprise in the USA. One of the biggest victories for his team would be to stop taking escalation calls and sending apology emails every other Saturday when a production release took place and yet another bug made it past detection, and into production. MORE
Part of our work in the Domain Consulting team is to advise Cyara customers on their Agile/DevOps journeys. Something we've seen among many Cyara customers, and more broadly, is the constant pressure to innovate. MORE
Today is CX Day – a day to celebrate the professionals and companies that make great customer experiences happen. MORE
Guess what? Customer experience is important. Lots of people will even tell you that we are in the customer experience economy these days. MORE
In my role at Cyara, I regularly have discussions with our customers about forecasting, funding, and resource allocation in their organizations. MORE
This week, I had an opportunity to reconnect with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). Some of you DevOps aficionados will remember her fascinating keynote presentation, The Data Behind DevOps , at the Cyara Xchange conference, earlier this year. MORE
Part of our work in the Domain Consulting team is to advise Cyara customers on their Agile/DevOps journeys. Something we've seen among many Cyara customers, and more broadly, is the constant pressure to innovate. MORE
To kick off the holiday season, Cyara is spreading some CX cheer, along with warm season’s greetings. And in the spirit of sharing, we’ve rounded up insights and perspective from both brands and customer experience (CX) experts. MORE
I founded McIntosh & Associates to help businesses improve their customer experience by improving the performance of their contact center. We apply a data-driven approach to identify opportunities for improving contact center performance, and customer satisfaction. One of the thorniest issues we encounter is voice quality. It’s obvious that good voice quality is an important factor in delivering a great customer experience. MORE
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, and in the second, about accelerating the delivery of value. MORE
You probably are familiar with the line “Show me the money!” from the movie Jerry Maguire. In the movie, Jerry’s client asks Jerry, his agent, to show him the money. He doesn’t want his agent to talk a good game or make a bunch of promises, he wants results. That line is now used in pop culture to mean delivering results. How does that apply to your IVR testing ? MORE
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. MORE
The fact is, there can be many kinds of defects in software. Organizations are constantly working to minimize those defects. But to minimize any sort of defect most effectively, organizations need to look to the source. Most people think software defects come out of development because that is where the design is brought to life. But, is development truly the main source of software defects? MORE
I recently caught up with Scott Anderson, SVP, Senior Team Lead, at Bank of America, and asked him how his team makes test automation so successful. Scott is an expert in IVR quality assurance and testing and has been at the forefront of customer experience assurance. MORE
There is so much great content published on CX, Agile and DevOps, and in every edition of our CX Assurance Newsletter , I include a list of interesting articles, videos and other content that are relevant to our readers. I find these pieces in CX industry newsletters, on LinkedIn, and a variety of other places. No matter where I find them, my goal is always to help Cyara's community of CX Assurance professionals deliver the best CX they can. MORE
We’re often discussing customer engagement here on the Cyara blog. I recently sat down with the person who is Cyara’s front-line guy for engagement with our customers. MORE
Digital transformation and improved customer experience are key to survival in our new economy. And DevOps is a proven way to increase value delivery and stay competitive. It enables faster, better, and less risky projects. Because of these benefits, IT teams in organizations worldwide have invested significant time, resources, and funding in the DevOps toolchain, but has it been effective? MORE
Today, a client of mine cancelled their meeting with me five minutes before we were about to start. Having meetings cancelled on you is a fact of life when you’re selling software. But I always find the reasons why they have cancelled the meetings interesting. customer experience cx customer experience issues IVR testing IVR agile devops MORE
This is the second of a two-part interview with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). In the first post we dove into some insights from her latest report: Accelerate: State of DevOps. MORE
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. 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. MORE
I arrived at the Cyara Xchange Roadshow in Manchester with excitement. Having been briefed on the brand’s focus and expertise, I was looking forward to hearing more. MORE
We’re all consumers of health insurance, and we’ve all gone through open enrollment. Every year we face a limited window in which we have to review options and make selections for the coming year. I don’t know about you, but I’m perpetually busy. And, truth be told, this tends to be a task I push out to the last minute. So, like so many others, I end up scrambling to get questions answered so I can complete my selections. MORE
I was able to attend DOES 2018 , the largest DevOps-focused conference in the world, in Las Vegas last month. There were many great presentations and I came away with a lot of new insights. In this post I’d like to share some of those key insights. MORE
Following the success of our inaugural Xchange 2018 conference in San Francisco in March this year, we decided to take the show on the road. Our first stop was Melbourne, Australia—Cyara’s birthplace and home to many of our founding customers. MORE
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. MORE
Artificial Intelligence (AI) is all the rage. It is being discussed throughout companies, from the contact center to the board room. For customer service and sales, AI is being implemented in chatbots, robotic process automation, virtual agents, and many more technologies. MORE
Cyara
OCTOBER 26, 2018
This is the second of a two-part interview with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). In the first post we dove into some insights from her latest report: Accelerate: State of DevOps.
Cyara
MARCH 14, 2019
I recently caught up with Scott Anderson, SVP, Senior Team Lead, at Bank of America, and asked him how his team makes test automation so successful. Scott is an expert in IVR quality assurance and testing and has been at the forefront of customer experience assurance.
Cyara
MARCH 13, 2019
In my role at Cyara, I regularly have discussions with our customers about forecasting, funding, and resource allocation in their organizations.
Cyara
MARCH 6, 2019
I recently met with a CIO of a major enterprise in the USA. One of the biggest victories for his team would be to stop taking escalation calls and sending apology emails every other Saturday when a production release took place and yet another bug made it past detection, and into production.
Advertisement
Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.
Cyara
DECEMBER 3, 2018
Artificial Intelligence (AI) is all the rage. It is being discussed throughout companies, from the contact center to the board room. For customer service and sales, AI is being implemented in chatbots, robotic process automation, virtual agents, and many more technologies.
|
Cyara
DECEMBER 17, 2018
To kick off the holiday season, Cyara is spreading some CX cheer, along with warm season’s greetings. And in the spirit of sharing, we’ve rounded up insights and perspective from both brands and customer experience (CX) experts.
Cyara
JANUARY 28, 2019
We’re often discussing customer engagement here on the Cyara blog. I recently sat down with the person who is Cyara’s front-line guy for engagement with our customers.
Cyara
OCTOBER 1, 2018
Today is CX Day – a day to celebrate the professionals and companies that make great customer experiences happen.
Cyara
NOVEMBER 21, 2018
I arrived at the Cyara Xchange Roadshow in Manchester with excitement. Having been briefed on the brand’s focus and expertise, I was looking forward to hearing more.
Advertiser: Interactions LLC
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.
|
|
Cyara
NOVEMBER 12, 2018
Guess what? Customer experience is important. Lots of people will even tell you that we are in the customer experience economy these days.
Cyara
NOVEMBER 14, 2018
Following the success of our inaugural Xchange 2018 conference in San Francisco in March this year, we decided to take the show on the road. Our first stop was Melbourne, Australia—Cyara’s birthplace and home to many of our founding customers.
Cyara
NOVEMBER 13, 2018
I was able to attend DOES 2018 , the largest DevOps-focused conference in the world, in Las Vegas last month. There were many great presentations and I came away with a lot of new insights. In this post I’d like to share some of those key insights.
Cyara
OCTOBER 16, 2018
Part of our work in the Domain Consulting team is to advise Cyara customers on their Agile/DevOps journeys. Something we've seen among many Cyara customers, and more broadly, is the constant pressure to innovate.
Advertisement
Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.
Cyara
OCTOBER 4, 2018
This week, I had an opportunity to reconnect with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). Some of you DevOps aficionados will remember her fascinating keynote presentation, The Data Behind DevOps , at the Cyara Xchange conference, earlier this year.
Cyara
SEPTEMBER 12, 2018
Part of our work in the Domain Consulting team is to advise Cyara customers on their Agile/DevOps journeys. Something we've seen among many Cyara customers, and more broadly, is the constant pressure to innovate.
Cyara
NOVEMBER 1, 2018
Today, a client of mine cancelled their meeting with me five minutes before we were about to start. Having meetings cancelled on you is a fact of life when you’re selling software. But I always find the reasons why they have cancelled the meetings interesting. customer experience cx customer experience issues IVR testing IVR agile devops
Cyara
JULY 30, 2018
You probably are familiar with the line “Show me the money!” from the movie Jerry Maguire. In the movie, Jerry’s client asks Jerry, his agent, to show him the money. He doesn’t want his agent to talk a good game or make a bunch of promises, he wants results. That line is now used in pop culture to mean delivering results. How does that apply to your IVR testing ?
Advertisement
After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.
Cyara
FEBRUARY 12, 2018
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.
Cyara
JULY 10, 2018
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.
Cyara
JUNE 26, 2018
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.
Cyara
JUNE 20, 2018
We’re all consumers of health insurance, and we’ve all gone through open enrollment. Every year we face a limited window in which we have to review options and make selections for the coming year. I don’t know about you, but I’m perpetually busy. And, truth be told, this tends to be a task I push out to the last minute. So, like so many others, I end up scrambling to get questions answered so I can complete my selections.
Advertisement
If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Cyara
JUNE 12, 2018
I founded McIntosh & Associates to help businesses improve their customer experience by improving the performance of their contact center. We apply a data-driven approach to identify opportunities for improving contact center performance, and customer satisfaction. One of the thorniest issues we encounter is voice quality. It’s obvious that good voice quality is an important factor in delivering a great customer experience.
Cyara
JUNE 6, 2018
The fact is, there can be many kinds of defects in software. Organizations are constantly working to minimize those defects. But to minimize any sort of defect most effectively, organizations need to look to the source. Most people think software defects come out of development because that is where the design is brought to life. But, is development truly the main source of software defects?
Cyara
MAY 23, 2018
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.
Cyara
AUGUST 9, 2018
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, and in the second, about accelerating the delivery of value.
Advertisement
A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Cyara
AUGUST 7, 2018
Digital transformation and improved customer experience are key to survival in our new economy. And DevOps is a proven way to increase value delivery and stay competitive. It enables faster, better, and less risky projects. Because of these benefits, IT teams in organizations worldwide have invested significant time, resources, and funding in the DevOps toolchain, but has it been effective?
Cyara
AUGUST 6, 2018
There is so much great content published on CX, Agile and DevOps, and in every edition of our CX Assurance Newsletter , I include a list of interesting articles, videos and other content that are relevant to our readers. I find these pieces in CX industry newsletters, on LinkedIn, and a variety of other places. No matter where I find them, my goal is always to help Cyara's community of CX Assurance professionals deliver the best CX they can.
Cyara
MAY 10, 2018
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
Cyara
JULY 12, 2018
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.
Advertisement
From marketing backwater to starring role, this eBook by Influitive explores the changes taking place in customer marketing from the perspective of customer marketers themselves (and explains just why it’s so crucial to customer engagement).
Cyara
JULY 10, 2018
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).
52 
Let's personalize your content