Topic: customer experience
Zendesk and AWS announce partnership to offer more personalized customer service at scale
Cloud-based customer service company Zendesk today announced a five-year strategic collaboration agreement with AWS in order to help organizations offer personalized customer experiences at scale. The partnership is geared at assisting businesses in providing users with accelerated, tailored, and conversational experiences spanning every channel while also working to enhance support operations with AI tools, bots, … continue reading
Great Expectations in the customer experience
Henry Ford once said “If I had asked people what they wanted, they would have said faster horses.” Achieving a good customer experience (CX) is a fine line that comes down to building what the customer wants and building what might solve a problem the customer doesn’t yet know they have. When companies focus on … continue reading
Creating customer-centric development teams
Customer experience is pivotal to an application’s success, however, many engineering and developer teams are organized in a way that creates pain points for their end users. The problem stems from Conway’s Law, which is a principle stating that an organization’s design and output mirrors its internal communication structure. Often, its execution creates suboptimal, friction-filled … continue reading
Get more value from DevOps — take the customer’s perspective
Many years ago, I wanted to impress everyone at my new software engineering job. I bought a book about the technology I’d be working with and also contacted my hiring manager and asked him, “What can I do to prepare and get ready?” I wanted to be on the right path, right away. His answer … continue reading
premium User feedback can be found in unlikely places
In 2013, customer experience firm Walker released a report in which it predicted that by 2020, user experience would be the key differentiator for brands, and price and product would become less important to users when choosing among different digital services. Well, 2020 is here, and that prediction seems to have been pretty accurate. In … continue reading
Considering CX is the key to unlocking value from Agile
The benefits of Agile development have long been touted: faster development cycles, increased innovation, and improved productivity. But Agile isn’t just about developing faster. Taking into account customer experience (CX) is a key part of it, too. As Agile has gained traction across the industry, software has morphed into a living thing that grows and … continue reading
How to successfully apply DevOps in your CX development
When businesses embrace a “customer first” mentality, they become more reliant on technology than ever before. As these enterprises race to transform themselves into digital companies, the need for constant innovation of customer experience (CX) capabilities through software development comes into focus. For customer experience products and services, the imperative for quality is paramount because … continue reading
Cyara brings DevOps to customer experience solution
Customer experience (CX) assurance platform provider Cyara wants to help businesses improve the speed and quality of their development, testing and production teams with the announcement of new DevOps integration. According to the company, the new features will enable businesses to increase their automation initiatives and provide an Agile approach to CX design and management. … continue reading
Couchbase: IT senior leaders fear falling behind in digital innovation
Despite all the hype around digital transformations, today’s enterprises still feel they’re at risk of being left behind by their industries, according to new research from Couchbase. The research puts a microscope on whether data strategies today are supporting customer engagement and experience. According to data from Couchbase’s global survey released today, senior IT leaders … continue reading
Microsoft to cut 7,800 phone business jobs, Dynatrace’s new real-time ‘cockpit’ platform and Text Control moves to GitHub–SD Times news digest: July 8, 2015
Microsoft has announced plans to cut up to 7,800 additional jobs over the next several months, primarily focused on its mobile phone business. In an email to employees, Microsoft CEO Satya Nadella detailed the restructuring of the company’s phone business, which will incur an impairment charge of approximately US$7.6 billion related to Microsoft’s acquired Nokia Devices … continue reading
Analyst Watch: Digital experience delivery requires a strategic transformation
Companies today face a fatal disconnect: Customer experience is a strategic imperative for many, but few have a strategic technology vision that helps them deliver on that promise. In contrast, firms known for delivering differentiated experiences are able to design, launch and deliver them largely because their strategic and technology strategies are aligned. Organizations that … continue reading
