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...

    Overcoming Legacy Thinking: Insights from the DevOps Enterprise Summit

    I was able to attend DOES 2018, the largest DevOps-focused conference in the world, in Las Vegas last month. There were many great presentations and I came away with a lot of new insights. In this post I’d like to share some of those key insights.

    My number one...

    Is Your IVR Dying a Death by a Thousand Papercuts?

    Guess what? Customer experience is important. Lots of people will even tell you that we are in the customer experience economy these days. More and more companies find themselves now competing primarily on the experiences they deliver to their customers rather...

    Barriers to Innovation in DevOps, Part 2: Outsourcing Models

    Part of our work in the Domain Consulting team is to advise Cyara customers on their Agile/DevOps journeys. Something we've seen among many Cyara customers, and more broadly, is the constant pressure to innovate. Technological innovation continues, but that...

    Happy CX Day! Top Six Insights for CX Success

    Today is CX Day – a day to celebrate the professionals and companies that make great customer experiences happen. So, on this sixth annual CX Day—created by the Customer Experience Professionals Association (CXPA)—I’ve gathered six top insights and observations...

    Barriers to Innovation in DevOps, Part 1: Funding Models

    Part of our work in the Domain Consulting team is to advise Cyara customers on their Agile/DevOps journeys. Something we've seen among many Cyara customers, and more broadly, is the constant pressure to innovate. Technological innovation continues, but that...

    The Path to DevOps: Reducing the Cost of Failure

    Part of our work in the Domain Consulting team is advising Cyara customers on their Agile/DevOps journeys. Through this process, we've identified a path to DevOps in the contact center that I'd like to explore in more detail.

    In the first post of this series,...

    The Mismanagement of DevOps

    Digital transformation and improved customer experience are key to survival in our new economy. And DevOps is a proven way to increase value delivery and stay competitive. It enables faster, better, and less risky projects.

    Because of these benefits, IT teams in...

    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...