CX Assurance Blog

When businesses had to quickly pivot to remote-working during the pandemic, many became highly aware of the advantages of cloud-based technologies. Facing such disruption head-on and adapting to the changes has led many businesses to move from utilizing on-premise...

Usage of conversational AI (artificial intelligence) and chatbots has significantly grown in almost all sectors over recent years. The financial and banking industry, in particular, has been at the forefront. According to a recent study by Forbes,78% of adults in...

At its core, the customer experience survey is an incredibly beneficial tool that gives businesses the information they need to improve and iterate their products and processes, reduce complaint volumes, connect with customers and engage employees.

Customer experience (CX) is a crucial, yet often overlooked, aspect of any testing journey. According to a survey conducted by Qualtrics and ServiceNow, 80% of customers state they have switched brands due to poor CX, and 43% suggest they would likely switch...

Customer experience (CX) is now more critical than ever before. As the 2022 KPMG Global Customer Experience Excellence report shows, successful companies need to tailor CX to meet specific customer needs and be aware of upcoming trends and expectations.

Find out how Lucy's experience with an airline's chatbot left a lot to be desired, and how testing could have prevented this.

Organizations that prioritize customer feedback as a key input to make their critical business decisions are the ones that will survive and thrive. Why?

In the age of AI and digital-first customer service, the definition of an excellent customer experience (CX) is in flux. Quality CX may be a moving target, but contact center managers can count on one thing with certainty: customer expectations are only getting...

When it comes to customer experience (CX) in contact centers, there’s often a sharp disparity between what managers believe and what customers perceive. Case in point: According to a report by Calabrio, while 79% of contact center managers think their teams are...