CX Assurance Blog

Happy Friday!

As I approach the end of another busy week, I realize how many tabs I have open in my Chrome window containing content that’s earned a place in the “Ooooo… that sounds interesting! I can’t wait to read that article as soon as I finish…” category of...

In the last few weeks, we have witnessed dramatic stock market swings, governmental actions and WHO announcements all related to the expansion of COVID-19 to pandemic status. Needless to say, the turbulence is unsettling to us all. While the reality is that these...

A quick Google search for where the best US March vacation spots are will return a result of Florida, which is probably why the organizers of the upcoming enterprise communications and collaboration event – Enterprise CONNECT 2020 – chose the warm, sunny, and...

Over the course of three days, in a tightly quartered conference room in Melbourne, Australia, eighteen of us across Cyara were trained in SAFe (Scaled Agile Framework). If you are not familiar with the term SAFe, Wikipedia defines it as “a set of organization and...

Technology continues to evolve at an ever-increasing pace. Never before has technology—the architectures, networks, operating systems, applications, processes and even the people designing, developing, operating or using it—been such a driving force. Digital...

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...

As organizations focus on delivering the best possible customer journeys, many are looking to expand the body of Key Performance Indicators (KPIs) they track. 

In the previous blog post in this series, we broke down a Frost & Sullivan survey of contact centers around the world and examined the kinds of obstacles that affect Operational Customer Experience (OCX). In the first post of the series, we looked at how OCX...

In our last blog post we broke down a Frost & Sullivan survey of contact centers around the world and took a look at how Operational Customer Experience (OCX) impacts customer satisfaction. In this post, we examine the kinds of obstacles that affect OCX among the...