{"id":15352,"date":"2021-04-22T21:09:00","date_gmt":"2021-04-22T15:39:00","guid":{"rendered":"https:\/\/cigniti.com\/blog\/?p=15352"},"modified":"2022-07-28T14:59:04","modified_gmt":"2022-07-28T09:29:04","slug":"customer-experience-assurance-service","status":"publish","type":"post","link":"https:\/\/www.cigniti.com\/blog\/customer-experience-assurance-service\/","title":{"rendered":"CXaaS &#8211; Customer Experience (CX) Assurance as a Service"},"content":{"rendered":"<p><span data-contrast=\"auto\">Building customer loyalty and satisfaction is the key for any customer experience leader to meet their\u00a0<\/span><span data-contrast=\"auto\">company\u2019s<\/span><span data-contrast=\"auto\">\u00a0business goals and improve return on investment (ROI).<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">However, many companies fall prey\u00a0<\/span><span data-contrast=\"auto\">to just trying to\u00a0<\/span><span data-contrast=\"auto\">fix their existing pain points instead of creating new innovative customer experience projects that really make a difference.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">According to<\/span><span data-contrast=\"auto\">\u00a0a recent research conducted by<\/span><span data-contrast=\"auto\">\u00a0<\/span><b><i><span data-contrast=\"auto\">Gartner<\/span><\/i><\/b><span data-contrast=\"auto\">, \u201c<\/span><b><i><span data-contrast=\"auto\">Despite a mandate to create a differentiated and innovative customer experience (CX) strategy that will drive business growth, over 70% of CX leaders struggle to design projects that increase customer loyalty and achieve results.<\/span><\/i><\/b><span data-contrast=\"auto\">\u201d<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h4 aria-level=\"2\"><strong>Understand the Customer better<\/strong><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h4>\n<p><span data-contrast=\"auto\">It is imperative to\u00a0<\/span><span data-contrast=\"auto\">comprehend<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">your<\/span><span data-contrast=\"auto\">\u00a0customer better<\/span><span data-contrast=\"auto\">\u00a0in order<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">to<\/span><span data-contrast=\"auto\">\u00a0pave the way for an effective customer experience.\u00a0<\/span><span data-contrast=\"auto\">The odds are\u00a0<\/span><span data-contrast=\"auto\">very\u00a0<\/span><span data-contrast=\"auto\">high for a surreal customer experience if their needs are not met.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Here are a f<\/span><span data-contrast=\"auto\">ew\u00a0<\/span><span data-contrast=\"auto\">things\u00a0<\/span><span data-contrast=\"auto\">that\u00a0<\/span><span data-contrast=\"auto\">can\u00a0<\/span><span data-contrast=\"auto\">help\u00a0<\/span><span data-contrast=\"auto\">you\u00a0<\/span><span data-contrast=\"auto\">understand\u00a0<\/span><span data-contrast=\"auto\">your<\/span><span data-contrast=\"auto\">\u00a0customer<\/span><span data-contrast=\"auto\">s<\/span><span data-contrast=\"auto\">\u00a0better<\/span><span data-contrast=\"auto\">:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Augment syndicated research to get a complete assessment of your customer.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Try to think like a customer. S<\/span><span data-contrast=\"auto\">ee your business from their point of view.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Evaluate consumer motivation and identify their main segments.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Identify your brand trends and use behavioral data to inform your outreach.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Build robust personas from data analytics and follow up religiously.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">While these factors certainly help understand your customer needs, the driving trends and\u00a0<\/span><span data-contrast=\"auto\">ever-changing<\/span><span data-contrast=\"auto\">\u00a0customer behavior\u00a0<\/span><span data-contrast=\"auto\">seldom\u00a0<\/span><span data-contrast=\"auto\">result in failing to meet their expectations.<\/span><span data-contrast=\"auto\">\u00a0However, the challenges are more, especially, when the world\u00a0<\/span><span data-contrast=\"auto\">stands\u00a0<\/span><span data-contrast=\"auto\">still with the onset of the pandemic.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h4 aria-level=\"2\"><strong>Challenges\u00a0in meeting customer expectations\u00a0during the pandemic era\u00a0<\/strong><\/h4>\n<p><span data-contrast=\"auto\">The pandemic has overwhelmed lives and livelihoods across the world as millions are furloughed and retreat into isolation.<\/span><span data-contrast=\"auto\">\u00a0Digital adoption has become imperative and customer behavior is changing at a staggering pace.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">According to a recent\u00a0<\/span><b><span data-contrast=\"auto\">PwC CFO Pulse\u00a0<\/span><\/b><b><i><span data-contrast=\"auto\">Survey<\/span><\/i><\/b><span data-contrast=\"auto\">\u00a0amid worries of a second wave of COVID-19 infections<\/span><span data-contrast=\"auto\">, \u201c<\/span><b><i><span data-contrast=\"auto\">63% of CFOs plan changes to products and services; 41% look to alter pricing, among other revenue strategies. As they reinvent their businesses, nearly one-third of CFOs (32%) look to tech-driven products and services.<\/span><\/i><\/b><span data-contrast=\"auto\">\u201d<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In the realms of uncertainty, most of the enterprises have started to adapt to the unpredictable by empowering resilient operations and flexing their customer workforce.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h4 aria-level=\"2\"><strong>Improved Product Experience is the key to\u00a0Customer loyalty\u00a0<\/strong><\/h4>\n<p><span data-contrast=\"auto\">Researche<\/span><span data-contrast=\"auto\">r<\/span><span data-contrast=\"auto\">s have put forth four categories \u2013 Interaction Experience, Product Experience, Brand Perception, and Price, in measuring the customer loyalty. The findings indicate that Product Experience counts the most when compared with other categories.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">According to\u00a0<\/span><b><i><span data-contrast=\"auto\">Gartner<\/span><\/i><\/b><span data-contrast=\"auto\">, \u201c<\/span><b><i><span data-contrast=\"auto\">Product experience has the greatest impact on customer loyalty, accounting for over 36% of the change in the attitudinal loyalty index, compared with 30.4% for interaction experience, 20.4% for brand perception and 13% for price<\/span><\/i><\/b><span data-contrast=\"auto\">.\u201d<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The Customer Experience loyalty model pertaining to\u00a0<\/span><span data-contrast=\"auto\">the\u00a0<\/span><span data-contrast=\"auto\">product experience include<\/span><span data-contrast=\"auto\">s:<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ol>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"2\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Product Utility<\/span><\/b><span data-contrast=\"auto\">: Does the product work for the customer?<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"2\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Product Usability<\/span><\/b><span data-contrast=\"auto\">: Is the product easy for the customer to use?<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"2\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Aligning Customer Needs<\/span><\/b><span data-contrast=\"auto\">: Do the company\u2019s products address the customer changing needs?<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"2\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Life Enrichment<\/span><\/b><span data-contrast=\"auto\">: Does using the product make customer life better?<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ol>\n<p><span data-contrast=\"auto\">While it is a profound fact that product experience takes the driver\u2019s seat, every enterprise should consider\u00a0<\/span><span data-contrast=\"auto\">providing customer experience assurance as a service to stay ahead of the competition and increase customer loyalty and satisfaction.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h4 aria-level=\"2\"><strong>Providing Customer Experience Assurance as a Service<\/strong><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h4>\n<p><span data-contrast=\"auto\">It is imperative for enterprises to take\u00a0<\/span><span data-contrast=\"auto\">a\u00a0<\/span><span data-contrast=\"auto\">customer focused approach rather than\u00a0<\/span><span data-contrast=\"auto\">enterprise<\/span><span data-contrast=\"auto\">\u00a0focused to\u00a0<\/span><span data-contrast=\"auto\">find<\/span><span data-contrast=\"auto\">\u00a0opportunities, ideate solutions, prioritize projects, and build customer assurance experiences.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">According to\u00a0<\/span><b><i><span data-contrast=\"auto\">Gartner<\/span><\/i><\/b><span data-contrast=\"auto\">, \u201c<\/span><b><i><span data-contrast=\"auto\">Changing how C<\/span><\/i><\/b><b><i><span data-contrast=\"auto\">ustomer Experience<\/span><\/i><\/b><b><i><span data-contrast=\"auto\">\u00a0teams listen to customer feedback to focus explicitly and exclusively on those issues and experiences that create memorable and meaningful impressions is then the first major step in building a\u00a0<\/span><\/i><\/b><b><i><span data-contrast=\"auto\">Customer Experience<\/span><\/i><\/b><b><i><span data-contrast=\"auto\">\u00a0strategy rooted in salience. Next,\u00a0<\/span><\/i><\/b><b><i><span data-contrast=\"auto\">Customer Experience<\/span><\/i><\/b><b><i><span data-contrast=\"auto\">\u00a0teams must prioritize projects to pursue.<\/span><\/i><\/b><span data-contrast=\"auto\">\u201d<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The Customer Experience assurance as a service is ideally construed as a holistic platform that\u00a0<\/span><span data-contrast=\"auto\">can\u00a0<\/span><span data-contrast=\"auto\">deliver\u00a0<\/span><span data-contrast=\"auto\">a\u00a0<\/span><span data-contrast=\"auto\">superior customer experience by assuring overall quality of the applications.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Several e<\/span><span data-contrast=\"auto\">nterprises have<\/span><span data-contrast=\"auto\">\u00a0either<\/span><span data-contrast=\"auto\">\u00a0built\u00a0<\/span><span data-contrast=\"auto\">or started building\u00a0<\/span><span data-contrast=\"auto\">Customer Experience Assurance as a\u00a0<\/span><span data-contrast=\"auto\">cloud-based<\/span><span data-contrast=\"auto\">\u00a0service enabling end<\/span><span data-contrast=\"auto\">&#8211;<\/span><span data-contrast=\"auto\">to<\/span><span data-contrast=\"auto\">&#8211;<\/span><span data-contrast=\"auto\">end automated customer experience testing and monitoring for their respective processes.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">A robust solution would encompass\u00a0<\/span><span data-contrast=\"auto\">testing\u00a0<\/span><span data-contrast=\"auto\">all the facets of customer experience assurance<\/span><span data-contrast=\"auto\">. In-depth analysis can be obtained by mapping customer experience maturity along with qualitative insights.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">It is also vital to have a quality assessment of applications harboring customer experience based on the usability, accessibility, compatibility, performance, and security.<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">Browser compatibility, accessibility testing, and functional tests can be automated by embedding script-bot based test automation.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">While the features are many and flexible to adapt to different environments, it requires a\u00a0<\/span><span data-contrast=\"auto\">robust\u00a0<\/span><span data-contrast=\"auto\">architecture to reap in the actual benefits garnered by customer experience assurance as a service.<\/span>Page Break<span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h4 aria-level=\"2\"><strong>Benefits of end-to-end customer experience\u00a0services\u00a0solution\u00a0<\/strong><\/h4>\n<p><span data-contrast=\"auto\">Providing\u00a0<\/span><a href=\"https:\/\/www.cigniti.com\/services\/digital-assurance-testing\/\"><span data-contrast=\"none\">digital c<\/span><span data-contrast=\"none\">ustomer\u00a0<\/span><span data-contrast=\"none\">e<\/span><span data-contrast=\"none\">xperience\u00a0<\/span><span data-contrast=\"none\">solutions<\/span><\/a><span data-contrast=\"auto\">\u00a0has reaped in\u00a0<\/span><span data-contrast=\"auto\">several\u00a0<\/span><span data-contrast=\"auto\">benefits to enterprises<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">and\u00a0<\/span><span data-contrast=\"auto\">has\u00a0<\/span><span data-contrast=\"auto\">acted as a catalyst in expediting return on investment (ROI).<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">A recent<\/span><span data-contrast=\"auto\">ly conducted<\/span><span data-contrast=\"auto\">\u00a0<\/span><b><i><span data-contrast=\"auto\">Forrester<\/span><\/i><\/b><span data-contrast=\"auto\">\u00a0study based on the outcome of an end-to-end customer experience\u00a0<\/span><span data-contrast=\"auto\">service\u00a0<\/span><span data-contrast=\"auto\">solution<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">identified the following benefits\u00a0<\/span><span data-contrast=\"auto\">that<\/span><span data-contrast=\"auto\">\u00a0improved<\/span><span data-contrast=\"auto\">\u00a0\u2013\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Operational efficiency by 40%<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Customer loyalty by 47%<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Increase in sales by 40%<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">O<\/span><span data-contrast=\"auto\">verall customer experience by 57%<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Positive brand image by 34%<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Personalized customer experience by 49%<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Customer lifetime value by 36%<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">A<\/span><span data-contrast=\"auto\">bility to respond in real time by 47%<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">R<\/span><span data-contrast=\"auto\">eal time insights by 42%<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">J<\/span><span data-contrast=\"auto\">ourney mapping and orchestration by 42%<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">A<\/span><span data-contrast=\"auto\">\u00a0holistic customer experience assurance as a service solution address<\/span><span data-contrast=\"auto\">es<\/span><span data-contrast=\"auto\">\u00a0the most important challenges<\/span><span data-contrast=\"auto\">\u00a0and provide<\/span><span data-contrast=\"auto\">s<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">vast benefits to enterprises focusing on increasing customer loyalty and satisfaction.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h4 aria-level=\"2\"><strong>Conclusion\u00a0<\/strong><\/h4>\n<p><span data-contrast=\"auto\">Across all channels and touchpoints, c<\/span><span data-contrast=\"auto\">ustomers hold\u00a0<\/span><span data-contrast=\"auto\">enterprises<\/span><span data-contrast=\"auto\">\u00a0to increasingly high standards for personalization<\/span><span data-contrast=\"auto\">. E<\/span><span data-contrast=\"auto\">nterprises\u00a0<\/span><span data-contrast=\"auto\">should<\/span><span data-contrast=\"auto\">\u00a0have a strategy to deliver exceptional customer experience (CX)<\/span><span data-contrast=\"auto\">\u00a0to compete and win in a modern landscape.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Today, while\u00a0<\/span><a href=\"https:\/\/www.cigniti.com\/services\/ai-based-application-testing\/\"><span data-contrast=\"none\">Artificial Intelligence<\/span><\/a><span data-contrast=\"auto\">\u00a0(<\/span><span data-contrast=\"auto\">AI<\/span><span data-contrast=\"auto\">)<\/span><span data-contrast=\"auto\">, 5G, and<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">the\u00a0<\/span><a href=\"https:\/\/www.cigniti.com\/services\/iot-application-testing\/\"><span data-contrast=\"none\">Internet of Things<\/span><\/a><span data-contrast=\"auto\">\u00a0(<\/span><span data-contrast=\"auto\">IoT<\/span><span data-contrast=\"auto\">)<\/span><span data-contrast=\"auto\">\u00a0are being used to measure the customer experience, it<\/span><span data-contrast=\"auto\">\u00a0is<\/span><span data-contrast=\"auto\">\u00a0only the correct analysis and use of the data collected that can\u00a0<\/span><span data-contrast=\"auto\">further\u00a0<\/span><span data-contrast=\"auto\">help<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">improve the customer experience<\/span><span data-contrast=\"auto\">\u00a0testing<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Cigniti delivers sector specific enterprise solutions helping build infrastructure resilience, leading to sustained positive customer experience.\u00a0<\/span><span data-contrast=\"auto\">D<\/span><span data-contrast=\"auto\">igitalization initiatives<\/span><span data-contrast=\"auto\">\u00a0are scaled<\/span><span data-contrast=\"auto\">\u00a0to encourage digital customer e<\/span><span data-contrast=\"auto\">xperience solutions<\/span><span data-contrast=\"auto\">\u00a0and support.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Cigniti\u2019s<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">SaaSified<\/span><span data-contrast=\"auto\">\u00a0software platform provides insights to the holistic\u00a0<\/span><span data-contrast=\"auto\">d<\/span><span data-contrast=\"auto\">igital\u00a0<\/span><span data-contrast=\"auto\">e<\/span><span data-contrast=\"auto\">xperience\u00a0<\/span><span data-contrast=\"auto\">l<\/span><span data-contrast=\"auto\">ifecycle by measuring the customer experience &amp; providing a sentiment view on a given consumer\u2019s experience across three stages<\/span><span data-contrast=\"auto\">\u00a0\u2013 Pre-experience, Run-time experience, and Post-experience<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Are you looking out to deliver more meaningful experiences to your customers? Talk to our Customer Experience Assurance experts\u00a0<\/span><span data-contrast=\"auto\">to identify how\u00a0<\/span><span data-contrast=\"auto\">you can<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">provide <a href=\"https:\/\/www.incight.ai\/\" target=\"_blank\" rel=\"noopener\">customer experience assurance as a service<\/a>,\u00a0<\/span><span data-contrast=\"auto\">thereby increasing customer loyalty and satisfaction.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Building customer loyalty and satisfaction is the key for any customer experience leader to meet their\u00a0company\u2019s\u00a0business goals and improve return on investment (ROI).\u00a0 However, many companies fall prey\u00a0to just trying to\u00a0fix their existing pain points instead of creating new innovative customer experience projects that really make a difference.\u00a0 According to\u00a0a recent research conducted by\u00a0Gartner, \u201cDespite [&hellip;]<\/p>\n","protected":false},"author":20,"featured_media":15353,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[3489,193],"tags":[752,3460,3495,3493,1002,3498,3243,3491,3492,3496,1036,277,3494,90,2204,3490,3497,2205],"ppma_author":[3727],"class_list":["post-15352","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-experience-assurance","category-digital-testing","tag-digital-testing","tag-customer-experience-assurance","tag-customer-experience-management-framework","tag-customer-experience-strategy","tag-customer-experience-testing","tag-customer-experience-testing-methods","tag-customer-journey-testing","tag-cx-assurance","tag-cx-strategy","tag-digital-customer-experience-solutions","tag-digital-qa","tag-digital-quality-assurance","tag-testing-customer-experiences","tag-usability-testing","tag-user-experience-testing","tag-user-journey-testing","tag-user-testing-methods","tag-ux-testing"],"authors":[{"term_id":3727,"user_id":20,"is_guest":0,"slug":"cigniti","display_name":"About Cigniti (A Coforge Company)","avatar_url":{"url":"https:\/\/www.cigniti.com\/blog\/wp-content\/uploads\/2024\/10\/Coforge-blog-Logo.png","url2x":"https:\/\/www.cigniti.com\/blog\/wp-content\/uploads\/2024\/10\/Coforge-blog-Logo.png"},"user_url":"https:\/\/www.cigniti.com\/","last_name":"(A Coforge Company)","first_name":"About Cigniti","job_title":"","description":"Cigniti Technologies Limited, a Coforge company, is the world\u2019s leading AI &amp; IP-led Digital Assurance and Digital Engineering services provider. Headquartered in Hyderabad, India, Cigniti\u2019s 4200+ employees help Fortune 500 &amp; Global 2000 enterprises across 25 countries accelerate their digital transformation journey across various stages of digital adoption and help them achieve market leadership by providing transformation services leveraging IP &amp; platform-led innovation with expertise across multiple verticals and domains.\r\n<br>\r\nLearn more about Cigniti at <a href=\"https:\/\/www.cigniti.com\/\">www.cigniti.com<\/a> and about Coforge at <a href=\"https:\/\/www.coforge.com\/\">www.coforge.com<\/a>."}],"_links":{"self":[{"href":"https:\/\/www.cigniti.com\/blog\/wp-json\/wp\/v2\/posts\/15352"}],"collection":[{"href":"https:\/\/www.cigniti.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cigniti.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cigniti.com\/blog\/wp-json\/wp\/v2\/users\/20"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cigniti.com\/blog\/wp-json\/wp\/v2\/comments?post=15352"}],"version-history":[{"count":0,"href":"https:\/\/www.cigniti.com\/blog\/wp-json\/wp\/v2\/posts\/15352\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cigniti.com\/blog\/wp-json\/wp\/v2\/media\/15353"}],"wp:attachment":[{"href":"https:\/\/www.cigniti.com\/blog\/wp-json\/wp\/v2\/media?parent=15352"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cigniti.com\/blog\/wp-json\/wp\/v2\/categories?post=15352"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.cigniti.com\/blog\/wp-json\/wp\/v2\/tags?post=15352"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.cigniti.com\/blog\/wp-json\/wp\/v2\/ppma_author?post=15352"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}