CX Assurance Blog

A recent research report by Daniel Harris, Market Research Associate, Software Advice , surveying small and mid-sized businesses shows that a poorly designed customer experience using an auto attendant can drive away potential customers. Specifically, the report...

A recent research report by Daniel Harris, Market Research Associate, Software Advice, shows that while IVRs are central to communications in modern customer engagement centers, they are also a major pain point for customers. Specifically, a poorly designed IVR...

I am a member of Lean Startup Circle in San Francisco. It's a decentralized grassroots organization of Lean Startup practitioners all over the world. We come together to share tips, tricks, and stories about our successes and failures building companies. At a...

The answer is, it depends. The cost of a SEV1 depends on many factors including when the error is discovered and how difficult it is to diagnose and repair. But first, what is a SEV1?

Thomas L. Friedman, a Pulitzer-winner who writes on foreign affairs, globalization, and technology for The New York Times is one of my favorite authors. I recently read his Opinion Page article, Four Words Going Bye‐Bye. He starts his article by stating that there...

‘Customer Experience is today’s business benchmark, according to a blog post by Martin Zwilling published earlier this year on Forbes.com. In this post, Zwilling asks, “What is that customer experience that every modern marketer is talking about, and how do you...

How serious are you about the customer experience? No – really how serious are you? James Allen from the Harvard Business School found that although 80% of businesses state that they offer a great customer experience, only about 8% of customers feel the same about...