Cyara

APRIL 16, 2018

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.

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Cyara

APRIL 16, 2018

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.”

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Cyara

APRIL 16, 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.

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Cyara

APRIL 16, 2018

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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Cyara

FEBRUARY 12, 2018

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.

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Cyara

MARCH 8, 2018

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.

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Cyara

MARCH 8, 2018

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.

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Cyara

MARCH 7, 2018

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

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Cyara

FEBRUARY 21, 2018

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.

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Cyara

FEBRUARY 13, 2018

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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Cyara

JANUARY 18, 2018

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.

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Cyara

JANUARY 18, 2018

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

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Cyara

JANUARY 18, 2018

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 ”.

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Cyara

JANUARY 17, 2018

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

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Cyara

JANUARY 16, 2018

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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Cyara

DECEMBER 11, 2017

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

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Cyara

DECEMBER 11, 2017

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

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Cyara

DECEMBER 10, 2017

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

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Cyara

NOVEMBER 15, 2017

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.

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Cyara

NOVEMBER 15, 2017

In a recent blog post, Enabling and Accelerating the Top 6 Goals of Innovative CX Leaders , we shared that many of our customers are undergoing Agile and DevOps transformations. Following on from that, we found that some of the common DevOps challenges highlighted by Mike Kavis in this Forbes article could be applied to CX teams in particular as they transition to Agile/DevOps. In this post, we examine the challenges for CX teams and look at some successful strategies for overcoming them.

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Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.

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C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post.

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Kristina Evey

DECEMBER 5, 2017

LISTEN to your Customers. Listening. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty.

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360Connext

SEPTEMBER 6, 2017

I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach.

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C3Centricity

APRIL 2, 2018

What’s your gut response to the title question about eliminating Market Research Departments? It depends? I am probably in the third camp. No, if it is a department that integrates and analyses information from multiple sources, and then delivers actionable insights and recommendations.

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C3Centricity

MARCH 15, 2018

Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it!

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Customer Bliss

SEPTEMBER 7, 2017

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Comm100

NOVEMBER 27, 2017

rawpixel.com. From Papa John’s NFL apology to Louis C.K.’s s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master.

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Customer Bliss

DECEMBER 15, 2017

Last month, Forrester released a new report, “ Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response, ” and it was a great read – it confirmed many of the things that myself and other CX experts alike have been touting for years.

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

Vision Critical

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . It’s not enough to treat the symptoms of an illness—you need to understand the cause.

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Customer Bliss

APRIL 11, 2018

After studying hundreds of forward-thinking organizations and leaders, I’ve observed six actions that build companies that show up as “make-mom-proud” companies: meaning that they grow, by taking actions in their business congruent to those valuable life lessons we all learned as kids.

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Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences.

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Comm100

OCTOBER 25, 2017

Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for.

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