CX Assurance Blog

Is Your Organization’s Focus on Projects Hurting Efficiency?

In my role at Cyara, I regularly have discussions with our customers about forecasting, funding, and resource allocation in their organizations. In my most recent interactions with two customers, I came to realize that organizations may be overlooking a great opportunity to make their business more efficient. 

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The Key to Making Your End-to-End CX Development More Efficient

When we started to tell customers about our IVR discovery product, Crawler, a few years ago, I got excited. My excitement wasn’t so much about the IVR discovery capability our development team had put together—it essentially dials into your IVR, reverse engineers it to figure out what it does, and then documents it. Rather, my excitement was for the visual editor we had created that allowed us to see IVRs and call flows for the first time. We were finally able to not only talk about testing, but also about design. This fit in well with our messaging about the benefits of ‘shifting left’—the fact that the earlier you find a defect in the product’s lifecycle, the cheaper it is to fix.

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Overcoming Legacy Thinking: Insights from the DevOps Enterprise Summit

I was able to attend DOES 2018, the largest DevOps-focused conference in the world, in Las Vegas last month. There were many great presentations and I came away with a lot of new insights. In this post I’d like to share some of those key insights.

My number one takeaway is that the main sticking point for DevOps adoption is not legacy technology, it's legacy thinking. Organizations need to be breaking away from the old mental models. Of course, this is hard to achieve because that legacy thinking—such as Waterfall or command and control—is the only thing anybody who's been in the workforce for a while has lived. Even if they believe in the new ways of doing things, when there's a period of pressure and stress, their muscle memory goes back to legacy thinking. This was really my biggest takeaway.

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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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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 Path to DevOps: Accelerating the Delivery of Value

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. In this post, I'll talk about how to accelerate the delivery of value using automated deployment and configuration of off-the-shelf contact center software, or implementing cloud contact center software. And in part three, I'll cover ways to reduce 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 Path to DevOps: Building in Quality from the Beginning

Part of our work in the Domain Consulting team is to advise 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 this first post of a three-part series, I will talk about putting in the guard rails with design-driven assurance. In part two, I'll talk about how to accelerate the delivery of value whether you're doing an automated deployment or configuration of off-the-shelf contact center software, or implementing cloud contact center software. In part three, I'll cover ways to reduce the cost of failure, whether through building solutions with testing and monitoring in mind, automated deployment and configuration, or using test data in production. 

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Achieving Alignment in the CX Development Cycle

In our work with Cyara customers, the Domain Consulting team has found that many organizations are struggling with maintaining alignment between and within their business and IT teams while working to increase the speed of their deployments. This point was reinforced during an Agile-focused panel at Cyara Xchange 2018 and also in conversations I had throughout the event. 

In my last post, I talked about ways to get business and IT working from the same CX agenda. In this post, I'd like to talk some more about organizational alignment between the business and technology sides, as it is key. I will examine how maintaining alignment requires prioritization, feedback loops, and coordination.

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Getting Business and IT to Work from the Same CX Agenda

In our work with Cyara customers, the Domain Consulting team has found many examples of organizations approaching software development the same way: with the business side dictating their requirements to the technology side. But I believe that to encourage buy-in from the technology team as well as a better outcome, the business should be sharing their objectives or outcomes instead. In this post, I will outline my reasons and give some examples as well.

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