Cyara, provider of the automated CX assurance platforms recently wrapped up the company’s annual summit, Cyara Xchange 2020. This year’s virtual event took place across a span of two days, September 15 and 16, and featured panels, case studies, along with insights presented by vanguards of customer experience (CX) from across the globe. At Xchange 2020 Cyara also presented its first-ever present Customer Smiles Award, which I’m told is an award that recognizes Cyara customers who “show exemplary commitments to CX and DevOps best practices as well as innovations.” This year’s winners are:
- New Customer of The Year Award, Dutch Bank ABN AMRO
- Most Innovative Customer Award recipient, Agero
- Best Continuous Testing Award recipient, New York’s largest non-profit health insurance provider, Healthfirst
- Top Global Partner, Genesys
- Top Global GSI Partner, Accenture
- Top Implementation Partner, GlobalCX
- Top Implementation Partner, GlobalCX
- Top EMEA Partner, InfinIT
- Top ANZ/APAC Partner, Optus
Those who received the 2020 Cyara Customer Smiles Awards seem to stand out from competitors in the space, and each of the winners also has something else in common – they leverage the Cyara Automated CX Assurance Platform. “We’re impressed with each of the Customer Smiles Award winners’ commitment to delivering outstanding customer experiences in the face of unprecedented obstacles, and proud to present them with one of the first-ever Customer Smile Awards,” Alok Kulkarni, CEO, and Co-Founder, Cyara, told UC Today.
Customer service interactions along with expectations have risen in light of the pandemic, and Kulkarni acknowledged that – adding at the event’s keynote: “The pandemic has caused an incredible amount of volatility and demand for innovation in the industry today, and CX is the horizontal key to success in today’s digital economy.”
Kulkarni kicked things off talking about assurance and agility in an uncertain world; followed by emerging trends in the contact center space when it came to crisis response. That part – covered by Blair Pleasant, President, and Principal Analyst at COMMFusion. Other useful sessions include those held by Humana, Capital Group, and AWS – a panel that gave insights and stories from what they called the ‘virtual war room.’ The folks at Genesys presented a session on the value of automated design-driven testing.
Assurant exhibited on automated testing for interactive voice response (IVR) customer experiences, with Forrester giving a chat called “Why and how to improve customer experience. Collaboration giant Microsoft gave one of the most insightful talks when the company presented on how the visibility of CX can inspire improvements within an organization.
I’m told by a spokesperson for the event:
“Registrants had the opportunity to attend in-depth CX training sessions at Xchange 2020, including effective ways to track your environment”
They even had the chance to meet Cyara’s virtual agent for cloud platforms. Though the free event’s over, it was another valuable one that I would also consider attending in the future. One can only assume that moving forward, there will be a lot more talk about CX and ways to improve it, so getting ahead of the curve isn’t the worst idea.
