CX Assurance Blog

We’ve all experienced an interaction with a business's interactive voice response (IVR) system where poor voice quality makes it almost impossible to complete an automated task or get “self-help” when you need it. Listening to broken prompts, hearing jitter or...

Customer experience (CX) has always been critical in the financial services industry. According to Forrester, a mere one-point improvement in CX Index scores can result in anywhere from $92 million to $123 million in additional revenue, depending on the size of...

Customer experience (CX) is a crucial, yet often overlooked, aspect of any testing journey. According to a survey conducted by Qualtrics and ServiceNow, 80% of customers state they have switched brands due to poor CX, and 43% suggest they would likely switch...

In the age of AI and digital-first customer service, the definition of an excellent customer experience (CX) is in flux. Quality CX may be a moving target, but contact center managers can count on one thing with certainty: customer expectations are only getting...

When it comes to customer experience (CX) in contact centers, there’s often a sharp disparity between what managers believe and what customers perceive. Case in point: According to a report by Calabrio, while 79% of contact center managers think their teams are...

Contact centers have always played a vital role in enhancing customer experience (CX), and in the post-COVID era, their significance has grown exponentially. With a market value of $461.1 billion in 2022, the global contact center industry is projected to reach...

Why does your contact center use an interactive voice response (IVR) system? For most call centers nowadays, the technology is a given, but it’s worth stepping back to ask why.

Software defects will occur, it’s just a fact of life. The key is to find and fix them as early in the development process as possible, so they don't cause problems for the customer experience (CX) later on. With a thorough and continuous approach to performance...

Designing optimal IVR journeys can help you strike a balance between call containment and CX goals

Organizations are transforming the customer experience (CX) in real-time. They’re rolling out new products and services to align with consumers’ new digital-first...