CX Assurance Blog

Enabling and Accelerating the Top 6 Goals of Innovative CX Leaders

Posted by Amy Hudson | Global Head, Domain Consulting

October 25, 2017

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.  

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1. Agile/DevOps Enablement

Many of our customers are undergoing the transformation to a more Agile and DevOps way of being. This is not a quick shift or something an entire organization can just snap into without a comprehensive approach. The Domain Consulting team partners closely with customers to understand where they are in the journey and drive forward the key themes required for a successful transformation, including:

  • • Top-down culture shift and investment
  • • Process best practices and streamlining
  • • Technology that supports process changes and unlocks automation

2. Faster and More Frequent CX Innovation

To stay competitive in today’s customer-forward landscape, leading organizations need to evolve quickly, respond to feedback immediately, and drive innovation for their customers. We help customers focus on agility and efficiencies in their CX delivery, including:

  • • The ability to deploy changes, features, and fixes quickly
  • • The ability to break/fail fast, to learn and implement or move on
  • • The ability to maintain or even improve quality while moving quickly

3. Productivity Improvements and Cost Savings

Resources are constrained in every organization. Our team helps customers think of their CX delivery like a factory and focus on efficiencies. Using Cyara’s technology and process best practices, our customers have been able to:

  • • Increase delivery throughput
  • • Reduce delivery lead time
  • • Reduce rework
  • • Free resources for more value add work

4. Improved CX and NPS

Creating a positive CX for your customers across channels is not always easy, but often the key priority in customer-facing organizations. By helping customers increase the quality of their pre-production testing and operational monitoring, our customers have been able to:

  • • Reduce end customer pain
  • • Reduce the risk of customer exposure to issues
  • • Improve CX and NPS by improving this operational customer experience

5. Compliance

In certain industries, particularly government, health, and finance, there are federally mandated requirements for customer data, information, or even experience. Our team helps customers leverage Cyara technology to:

  • • Proactively know whether those requirements are being met
  • • React quickly to regulatory change or missed requirements
  • • Avoid penalties or risks associated with non-compliance or slow reaction time

6. Reputation and Brand Assurance

Customers interact with organizations across many different channels, as they choose. Many of Cyara’s customers feel as if some channels are easier to ensure the high quality and consistent brand experience than others. Our team helps customers:

  • • Deliver high-quality CX as designed across all interactive channels (voice, web, mobile, inbound/outbound, etc.)
  • • Ensure brand consistency and quality

To learn more about how Domain Consulting can help you, get in touch with your account executive.

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