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.Read More
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.
Cyara's Domain Consulting team works with many organizations who are undertaking the DevOps journey. While we've talked a little about some of the challenges in adopting DevOps, I'd like to expand a little more on moving between stages of DevOps maturity and the difficulties it can present.Read More
I had the great pleasure of attending the Gartner Application Strategies and Solutions Summit in Las Vegas last week. My objective for the week was to participate in the CX Track, learn from Gartner research and thought leadership, and better understand the challenges IT leaders face as it relates to CX.
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.Read More
As well as being the topic of the moment, Artificial Intelligence (AI) is a subject close to my heart — my honors thesis and masters studies at university in the late 80s were focused on deep learning and artificial neural networks (ANN). The O'Reilly Artificial Intelligence Conference held recently in San Francisco offered a lot of valuable insights into how AI is increasingly being applied in all sorts of industries, and increasingly so in the customer service space. As part of the Cyara investment in our AI future, Cyara’s Chief Engineer Thomas Fejes and myself attended the conference.
Cyara’s Domain Consulting team works closely with organizations who understand the value of delivering a high quality customer experience (CX). We leverage solutions, services, best practices, and industry learnings to evaluate organizations’ processes, technology, and overall capability so that they achieve excellent CX and can innovate quickly.
Throughout our engagements with some of the world’s leading brands, we’ve identified many common trends, including the 6 key strategic goals below.