Cyara Blog

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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Finding a Perfect IT Match

Did you know that the U.S. government has a $79 billion IT budget? This makes it one of the largest consumers of products and services in the world. And, with over 4.2 million federal employees, there’s an enormous demand for the best available technology. As you can imagine, with that many employees and that much budget the process for getting a government contract is difficult to navigate.

That’s why Cyara recently signed a partner referral agreement with Dcode42, a company that specializes in helping technology companies break into the government market. Dcode42, introduces technology companies to potential suitable opportunities. Dcode42’s goal is to make sure that new and innovative technologies get the opportunity to be evaluated.

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Is Open Enrollment Making You Anxious?

An email went out from my company’s HR director recently that said it was time to register with a new employee benefits broker. I immediately had that sinking sensation of dread. Let's just say that I've had some less than pleasant experiences with picking insurance coverage. 

I’m not the only one who reacts this strongly to the thought of Open Enrollment. Research shows that 54% of Americans think that choosing a healthcare plan is more complicated that solving a Rubik’s cube1

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If You Want to Win the Customer Experience Race, Take off Your Blinkers

Did you watch the Kentucky Derby earlier this month? Millions of people, even if they aren’t horse racing fans, tune in every year for this Triple Crown race. We love the tradition, the pageantry and the big payoff, if we put our money on the right horse.

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Delivering Great CX from Your Side of the Wall

There’s a wall in your contact center. It’s the wall that separates you from your telephony vendor. It’s not a physical wall, but you can’t see through it. And, to your customers, any problem they have with their call not getting through is YOUR problem, regardless of whether the issue is on your side or the vendor’s side of the wall. In fact, to your customers, the responsibility for delivering great customer experiences is on your side of the wall.

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Which Customer Experience Would You Rather Have?

Earlier this week, my doctor wrote a prescription for me for an antibiotic. Unfortunately, she faxed the prescription to my insurance provider’s mail order pharmacy instead of to my local pharmacy. Because my credit card had already been charged by the time the mistake was discovered, I had to call the insurance company for a correction.

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Best Practices for Designing a Modern IVR

Unknown.jpgAre you showing your phone channel and IVR enough love? Maybe you are concentrating more on improving or adding digital channels. This is the “digital age,” right? Or, maybe you are trying to improve agent performance. These are good investments, but most of the time your customers may be using another channel to contact you — the phone. Are you investing there?

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Learn, Look, and Listen to Build Great Customer Experiences

In this Age of the Customer, no matter what kind of business you’re in, your primary business is serving your customers. And yet, according to a global survey conducted by American Express, 95% of companies fail to exceed the expectations of their customers.

But your company is really good at delivering exceptional customer experiences, right? You probably know all about the customer journey. In fact, you may have even mapped the customer journey — the steps and channels required for a customer to complete a transaction. But, do you really know what it takes to be a leader in providing exceptional customer experiences? Do you really know what your customers expect?

It’s not guesswork, and it’s not reading the tea leaves. Getting the customer experience right is work. In fact, it takes the hard work of learning from your customers, looking at the data, and listening to feedback that provides insights into what customers are actually experiencing.

CX Metrics that Matter

Now, you may be asking, what feedback and which data provide the answers? Lisa Durant, a Research Analyst who specializes in contact center and customer engagement for Nemertes Research says, “There is no one metric that can fully capture everything that matters in customer experience. Instead, contact center leaders must measure multiple variables that affect customer engagement.” Here are the four metrics she thinks provide the most valuable insights.

  • Relational Net Promoter Score (NPS). This is probably the Holy Grail for measuring customer feedback. You probably know that the NPS is an enterprise‐wide metric that measures a customer’s relationship with your entire company or brand. You probably also know that it’s based on one question, “On a scale from 0‐10, how likely are you to recommend our company/brand to a friend or colleague?” Respondents are classified as Promoters (those responding 9 or 10), Passives (neutral) (those responding 7 or 8), or Detractors (those responding anything from 0 – 6). You can calculate the NPS by subtracting the percentage of Detractors from the percentage of Promoters and arriving at a score ranging between ‐100 and 100.

  • Transactional Net Promoter Score (TNPS). You may not be as familiar with this score. It’s tied to a specific transaction and examines how that transaction impacts the customer’s relationship with your company or brand. It adds a second question, “What is the main reason that you gave that score (i.e., the 0‐10 rating in the TNPS question)?” The TNPS must be measured as soon after a specific transaction as possible in order to be relevant.

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Best CX Practices to Drive Customer Loyalty

Matthew Dixon of the Corporate Executive Board (CEB), and best-selling author of The Effortless Experience, emphasized the importance of effortless customer journeys in his keynote address at IQPC’s recent Call Center Week – Winter. Dixon said, “Any service interaction is 3.97 times more likely to drive disloyalty versus loyalty.”

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A Closer Look at Customer Experience Trends for 2016, Part 2


At the end of 2015, Richard Shapiro of Customer Think published predictions of customer experience trends he thought would occur in 2016. This is part two of a two-part series based on Customer Experience Trends for 2016. If you missed the 9 trends in Part 1, it’s available here.

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