CX Assurance Blog

This week, I had an opportunity to reconnect with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). Some of you DevOps aficionados will remember her fascinating keynote presentation, The Data Behind DevOps, at the Cyara Xchange...

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...

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...

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, I...

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...

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...

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, I...

Insurance is often referred to as a distress purchase, requiring the consumer to invest considerable time and effort in finding the right policy at the best price. This has given rise to many price comparison websites, which help the consumer find policies online....

We all know that customers want and expect to have the context of their interactions with an organization carry with them as they move from one channel to another. According to Salesforce, 75% of consumers expect consistency across channels (Salesforce, State of...