Cyara

How do DevOps methods accelerate CX innovation?

Cyara

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.

ANZ Bank: Understanding and Delivering an Assured Customer Experience

Cyara

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.

Is Your IVR Dying a Death by a Thousand Papercuts?

Cyara

Guess what? Customer experience is important. Lots of people will even tell you that we are in the customer experience economy these days.

Overcoming Legacy Thinking: Insights from the DevOps Enterprise Summit

Cyara

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.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Happy CX Day! Top Six Insights for CX Success

Cyara

Today is CX Day – a day to celebrate the professionals and companies that make great customer experiences happen.

Barriers to Innovation in DevOps, Part 2: Outsourcing Models

Cyara

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.

Guest Post by blackchair: How to Mitigate Unplanned Work

Cyara

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

Barriers to Innovation in DevOps, Part 1: Funding Models

Cyara

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.

Show Me the Money – Delivering Results in IVR Testing

Cyara

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 ?

Meeting Today's CX Needs in the Insurance Industry

Cyara

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.

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

Introducing Cyara 7.3: Omnichannel Testing and More

Cyara

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.

The Path to DevOps: Reducing the Cost of Failure

Cyara

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.

The Mismanagement of DevOps

Cyara

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?

CX & DevOps Reading (and Viewing!) List

Cyara

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.

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If Your Customer Calls You During Open Enrollment, Will You Answer?

Cyara

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.

The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

Voice Quality: A Critical Factor in a Great Customer Experience

Cyara

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.

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Digital Transformation and DevOps: It's Not About Technology

Cyara

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.

Can Software Defects Start in the Requirements Phase?

Cyara

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?

Introducing Global In-Country Dialing

Cyara

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.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

The Path to DevOps: Accelerating the Delivery of Value

Cyara

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.

Omnichannel Journeys: Their Moment is Finally Here

Cyara

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).

How Much Does a SEV1 Cost Your Organization?

Cyara

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

NPS 56

The Path to DevOps: Building in Quality from the Beginning

Cyara

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.

How Retailers Can Drive CX Excellence Through Store-Level Execution

Speaker: Jere Matthews, VP, Operations at Rutter's

Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.

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

Cyara

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.

Achieving Alignment in the CX Development Cycle

Cyara

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

Cyara

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

Cyara

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

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Push Notifications: The Best Way to Get Alerts

Cyara

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

Cyara

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.

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

Cyara

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.

Embracing Agility at Anthem, Airbnb, and Capital Group

Cyara

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.”

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

Highlights from Xchange 2018

Cyara

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

Cyara

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

Cyara

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.

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

Cyara

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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.