CX Assurance Blog

    ANZ Bank: Understanding and Delivering an Assured Customer Experience

    Following the success of our inaugural Xchange 2018 conference in San Francisco in March this year, we decided to take the show on the road. Our first stop was Melbourne, Australia—Cyara’s birthplace and home to many of our founding customers. After a stop in...

    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...

    Cyara Launches Velocity in Sydney

    We recently held a launch for our latest product, Velocity, in Sydney. While cruising Sydney Harbour, we introduced Velocity's features and benefits as well as our vision to a group of valued Cyara customers and partners.

    6 Common DevOps Challenges for CX Teams

    In a recent blog post, Enabling and Accelerating the Top 6 Goals of Innovative CX Leaders, we shared that many of our customers are undergoing Agile and DevOps transformations. Following on from that, we found that some of the common DevOps challenges highlighted...

    Research Shows UK Insurance Companies are Lagging in CX

    Consumer expectations of the customer experience (CX) an enterprise provides are on the rise, but research shows insurers in the UK aren't necessarily rising to the challenge. In fact, they appear to be going backwards.

    In a survey of 1,000 UK consumers plus...

    Operational Customer Experience: The Business Impact of Improving OCX Infographic

    In the previous blog post in this series, we broke down a Frost & Sullivan survey of contact centers around the world and examined the kinds of obstacles that affect Operational Customer Experience (OCX). In the first post of the series, we looked at how OCX...

    The 5 Stages of Customer Experience Maturity

    Customer experience: some enterprises excel at it, some do a good job, and others are still working at it. But at this point, the vast majority of enterprises know that offering good CX can be the difference between keeping and losing a customer.

    Over the last...

    The Top 4 Reasons To Assure Your Call Recordings

    Across industries, recording calls is essential for many reasons, including regulatory compliance and agent training.

    Call recordings can be used as a tool to ensure the customer experience your agents are providing meets or exceeds customer expectations. 

    For...

    Operational Customer Experience—Obstacles that Affect OCX Infographic

    In our last blog post we broke down a Frost & Sullivan survey of contact centers around the world and took a look at how Operational Customer Experience (OCX) impacts customer satisfaction. In this post, we examine the kinds of obstacles that affect OCX among the...