Cyara Blog

Challenges in Identifying the Customer Journey

Everyone touts the importance of optimizing the customer journey, ensuring the best customer journey, and creating customer journeys that best serve the business and the customers. Despite this, most organizations don’t have a handle on what their typical customer journey is.

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Your Customer Experience Can Have it All: Improved Speed and Quality at Reduced Cost

Think about it: what’s your biggest challenge? Since you’re reading this blog post, you may feel like it's speeding up your innovation to meet the expectations of your customers. But that’s easier said than done when customers are expecting more from their customer experience than ever. 

The Customer Experience Innovation Lifecycle

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How Many Load Tests Do You Need?

This scenario may sound familiar: You've just upgraded your contact center, but before you can celebrate, there's one last item on the Project Manager's implementation plan — a performance load test.  

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The Rise of the Chatbots and What They Mean for the Future of Customer Experience

Microsoft's talking about them. Facebook's talking about them. Oracle announced a new Virtual Agent 'chatbot' platform at their Oracle OpenWorld 2016 conference recently. 2016 has even been called "the year of conversational commerce" by the inventor of the hashtag, Chris Messina. It's safe to say that chatbots are a technology we can't ignore in the customer experience space. 

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The Problem with Relying on Customer Feedback

The best way to find out what your customers think of your organization is to ask them, right? Well, the answer is "both yes and no". 

Many companies use surveys like Customer Satisfaction (CSAT), which asks customers to rate their satisfaction, NPS (Net Promoter Score), which asks customers to rate the likelihood they would recommend the company to a friend, and CES (Customer Effort Score), which is used to gauge how much effort a customer had to put in to resolve an issue. There is no doubt that these surveys yield valuable insights for organizations looking to improve their customer experience.

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From the Front Lines: Common Experiences with Recent Load Tests

All around the world, Cyara's global Professional Services team has been especially busy in the past few weeks running load tests. Regardless of the customer or the region, some things are common with these tests.

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How to Create Positive Customer Experiences in Government Agency Call Centers

It’s no secret that the customer experience at most government call centers needs to be improved. In fact, I’ll bet that most people would say they dread the prospect of calling any government office, and few people expect a convenient and pleasant experience.

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How to Calculate the Number of Ports You Need for Regression Testing

“How do you know how many ports you need to run a regression testing campaign?” A couple of guys on our pre-sales team were asked to weigh in on this question recently regarding Cyara Replay, our regression testing solution, for a proposal to a prospective customer. So, if you do regression testing, you may be interested in the process and the information we require to provide an accurate answer.

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Where are You in the Digital Evolution?

CNN recently aired a series called The 80s. This flashback to life in that decade is worth a look because so much of the technology was just being invented. The mobile phone and the personal computer both came out in that decade. They didn't have the capabilities of our modern devices, but they were a beginning for technology we enjoy today. There weren't a lot of communications choices, and back then, the customer journey may have actually been referring to a customer physically going to their bank to resolve an issue.

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PS Lessons Learned Multitasking with Crawler

A major retail utility company was recently challenged to enroll as many customers as possible in an incentive program to switch from conventional light bulbs to LED bulbs. This incentive had cost savings for both the company and the customers. The challenge, however, was how to quickly and economically enroll thousands of customers in this incentive.

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