Cyara Blog

Introducing Cyara 7.1 - Improved Monitoring for Flawless CX

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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Are You CX-y Enough for Your Customers?

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? And, it’s no wonder so many of us don’t know how we’re doing — 96% of customers won’t tell organizations if they’ve had a bad experience.

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Comparing Active and Passive Production Monitoring

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. In this post, I'd like to go into more detail about active and passive monitoring.

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Digital Transformation and DevOps: It's Not About Technology

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. And while you might think technology is essential, in this post I'd like to outline why I believe another factor, organizational change, is more important.

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Push Notifications: The Best Way to Get Alerts

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.

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Lessons Learnt: Is 'Black Christmas' Good or Bad for Customer Experience?

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”.

But despite its undoubted popularity, is Black Christmas good or bad for customer experience?

It’s a peculiar and relatively recent phenomenon. And there’s only one motive for Black Christmas: Wallet share.

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How Will Spectre and Meltdown Affect My CX?

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.



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The Benefits of Taking Your CX Development Agile

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 organizations are using an average of 11 interaction channels to engage with their customers.  

 


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The Case for Dual Feedback Loops in Agile/DevOps

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. 

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Can You Predict NPS Scores? The Big 3 Can!

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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