CX Assurance Blog

Valentine’s Day is upon us, so I bet I can guess what’s on everyone’s mind: Your CX life. You might be asking yourself, how important is CX? How can I get better at CX? Is my CX performance meeting expectations?

Customer experience (CX) (...what did you think...

Customer experience is a moving target. What a customer expects from your business is not only based on their past experiences with you, but also on experiences they’ve had with other businesses in general. As a society, the bar is raised on CX as soon as...

3 Holiday Wish-Listed Gifts to Give Back to Your Customers... And Your Business | Part 3, Happier Customers

Customer experience is a key competitive differentiator, and keeping customers happy matters more than ever. According to Zendesk’s most recent trend...

3 Holiday Wish-Listed Gifts to Give Back to Your Customers... And Your Business | Part 2, Peace of Mind

In our first part of this blog series, we talked about giving back the gift of time. This week we’re exploring a resource that’s just as precious and can be...

Contact centers weren't always the AI-driven, predictive, omnichannel complex operations they are today. Once upon a time, customers found companies' contact info in the yellow pages, and "dialed directly into a particular person with the organization," said...

Many of the things we used to consider reassuringly normal around the holidays have been upended by the events of 2020. We’re traveling less (46% of US travelers planned less travel this year) spending less (retail sales are likely to drop 10.5%) and worrying...

There is nothing as scary as testing against a production system. The number of possible “what if” scenarios include everything from system crashes and software failures, to faulty reporting and annoyed agents. Yet, running test calls through production is the...

Organizations are constantly looking to improve their customer experience (CX). While the contact center has always played a key role in this, since we’ve been in this global pandemic, the contact center has become the place where consumers interact with...

Imagine writing a single Cyara test case and being able to use it to test any application you wanted. Imagine a single test case that would allow you to start with a test case written for one language and quickly support dozens of languages. All this is...