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 Dallas, Texas, we moved on to Manchester in the United Kingdom. The final stop will be in Hartford, Connecticut on November 14!

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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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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.

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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 by Mike Kavis in this Forbes article could be applied to CX teams in particular as they transition to Agile/DevOps. In this post, we examine the challenges for CX teams and look at some successful strategies for overcoming them.

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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 evaluation of how 20 UK insurers responded to simple queries across a variety of digital channels, Eptica found that 68% of queries were not answered or answered inaccurately in 2017. This figure is a sharp increase on 2016, which saw 48% of queries unanswered/answered inaccurately.

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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 impacts customer satisfaction.

In this final post, we take a look at the business impact of improving your customer experience at an operational level.

 (Click to download the infographic)

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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 decade of working with the world's leading brands, we've identified 5 key stages of CX maturity. We've seen enterprises at all stages on the CX Maturity Continuum below.

Those in the first two stages are typically remediating issues with their CX or starting to enhance it. Moving to the right, efforts to add and optimize channels also represent enhancement as well as innovation and disruption. The ultimate aim for any enterprise should be to innovate and disrupt, and be "Raising the Bar". 

The CX Maturity Continuum

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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 financial institutions in particular, having call recordings available can avoid steep regulatory fines and legal consequences. 

And in any industry, it's difficult to legally resolve a transaction dispute without the full, intelligible version of the recordings.

With so much at stake, it's no wonder that many enterprises are looking for additional levels of assurance that their call recording systems are working they way they should be.

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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 companies surveyed.

(Click to download the infographic)

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Operational Customer Experience — Establishing a Baseline Infographic

Late last year, Cyara commissioned market research firm Frost & Sullivan to conduct a survey analyzing operational customer experience in contact centers around the world. The report highlighted a number of challenges across the companies surveyed. Over a series of blog posts, we will take a look at the findings from the survey and what they mean to companies like yours.

(Click to download the infographic)

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Customer Experience Update