CX Assurance Blog

As a Contact Center manager, you likely already have an established method of trying to understand how you are being perceived by your customers. Whether you have had a Voice of the Customer (VoC) program for quite some time, or you are just starting out, chances...

Cloud migration, omni-channel usage, greater digitization, increased adoption of voice bots and voice biometrics, along with rapid developments in artificial intelligence (AI) are just a few of the ever growing advancements which are reshaping how organizations...

We all know someone who loves a brand unconditionally – they simply can’t stop talking about their latest purchases and recommending that others buy from them as well. Over a decade ago, when Bain & Company started researching this behavior, they discovered a...

Today’s contact centers are under pressure to innovate and evolve faster than ever. As digital transformation takes hold across all industries, businesses must quickly adapt and update their tools for customer engagement to more efficiently grow and expand their...

Today, businesses must gather, analyze, and interpret details about their customer experience (CX) in realtime and then adapt their practices to effect positive change. The faster they can do this, the better, as this demonstrates the priority and effort made to...

Artificial intelligence (AI) has taken many industries by storm in recent years. This is especially true in healthcare, where the pandemic drove a surge in AI use that touched nearly every aspect of patient care and service delivery. 

In late July 2023, at the Unparsed Conference, Christoph Börner, Cyara’s Senior Director of Digital and renowned chatbot expert, met with Hans van Dam, founder of the Conversation Design Institute to discuss the present state of the chatbot industry,...

With so many frontline contact center employees working from home, holiday destinations, and outside the traditional contact center, the topic of how to keep employees engaged is a hot one. Yet many companies continue to overlook a key resource that can be used to...

As transactions increasingly shift from physical, ‘bricks and mortar’ stores to online environments, the contact center agent often becomes the first person a customer interacts with. They serve as an essential bridge connecting customers and brands, and play a...