CX Assurance Blog

Is Your IVR Dying a Death by a Thousand Papercuts?

Guess what? Customer experience is important. Lots of people will even tell you that we are in the customer experience economy these days. More and more companies find themselves now competing primarily on the experiences they deliver to their customers rather than their brand or their product or even price. So, if that’s the case, then why do so many IVR teams get treated like order takers rather than a strategic partner in the customer experience economy?

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Guest Post by blackchair: How to Mitigate Unplanned Work

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.

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How Do DevOps Methods Accelerate CX Innovation?

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. And in this post we follow up with a discussion of the importance of Agile and DevOps methodologies to customer experience.

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Barriers to Innovation in DevOps, Part 2: Outsourcing Models

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. Technological innovation continues, but that doesn't mean organizations are equipped to handle it. In fact, quite a lot needs to change before they can truly innovate at the speed of technological advancement. Chief among these is funding structures and outsourcing models.

In the first post of this series, I outlined some of the barriers to innovation in terms of funding models, and suggested some ways to overcome them. In this post, I will examine the barriers represented by outsourcing models.

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State of DevOps Insights. 5 questions for Dr. Nicole Forsgren

This week, I had an opportunity to reconnect with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). Some of you DevOps aficionados will remember her fascinating keynote presentation, The Data Behind DevOps, at the Cyara Xchange conference, earlier this year. Through her work with DORA, Nicole helps some of the world’s top companies become high-performing organizations that are able to move faster and build more secure, resilient systems.

Nicole is also the lead investigator on the largest DevOps study to date, and so has a unique viewpoint on the expanding intersection of DevOps and customer experience (CX). In this two-part blog post, we first discuss some of the study’s findings, and then, later this week in a follow-up post, we’ll talk about how these findings can be applied to development projects that focus on customer experience applications.

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Happy CX Day! Top Six Insights for CX Success

Today is CX Day – a day to celebrate the professionals and companies that make great customer experiences happen. So, on this sixth annual CX Day—created by the Customer Experience Professionals Association (CXPA)—I’ve gathered six top insights and observations that I’ve gleaned from Cyara’s customers and fellow CX fanatics over the past year.

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Barriers to Innovation in DevOps, Part 1: Funding Models

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. Technological innovation continues, but that doesn't mean organizations are equipped to handle it. In fact, quite a lot needs to change before they can truly innovate at the speed of technological advancement. Two main areas where we need to see change are funding structures and outsourcing models.

In this first of two posts, I'll outline some of the barriers to innovation in terms of funding models, and suggest some ways to overcome them. In the second post, I will examine the barriers presented by outsourcing models.

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The Path to DevOps: Reducing the Cost of Failure

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. In this post, I'll cover best practices for reducing the cost of failure, through building solutions with testing and monitoring in mind, automated deployment and configuration, or using test data in production.

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The Mismanagement of DevOps

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?

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CX & DevOps Reading (and Viewing!) List

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.

Below is a list with a summary of the recent content I curated for our readers. Take a look!

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