Customer Experience, Service & Success

Cyara Announces “Xchange 2020 Virtual Summit

Virtual event taking place Sept. 15 – 16, 2020, featuring speakers & panelists from Microsoft, AWS, Forrester, Accenture, Splunk, Genesys, Anthem, Humana , and more
customer experience services

Cyara, provider of the award-winning Automated CX Assurance Platform today announced the full details surrounding the company’s annual summit, Cyara Xchange 2020. The virtual event will take place across two-days from Tuesday, Sept. 15 to Wednesday, Sept. 16, and will feature panels, case studies, and insights presented by some of the most forward-thinking customer experience (CX) leaders from across the globe. In addition, at Xchange 2020 Cyara will for the first time ever present the Customer Smile Awards, a brand new annual award program which will recognize Cyara customers that have demonstrated exemplary commitments to CX and DevOps best practices and innovations.

This year’s annual Xchange 2020 event will convene CX experts to discuss and deliberate how businesses have quickly pivoted their focus on CX initiatives amidst the pandemic. Presentation and panel topics will include CX innovation, at-home agents, effective testing strategies, Agile and DevOps transformations, and how to monitor and measure CX.

“The pandemic has caused an incredible amount of volatility and demand for innovation in the industry today, and CX has been demonstrated as the horizontal key to success in today’s digital economy,” said Alok Kulkarni, CEO and Co-Founder, Cyara. “The Xchange 2020 Virtual Summit is a great opportunity to learn from CX leaders and innovators about how to pivot operations in the face of unpredictable crises such as the ongoing pandemic.”

Kulkarni will kick off the conference with an introductory presentation, Assurance & Agility in an Uncertain World; followed immediately by Emerging Trends in the Contact Center’s Crisis Response, presented by Blair Pleasant, President and Principal Analyst at COMMFusion. Dex Torricke-Barton, former Head of Communications at SpaceX, Executive Communications Manager at Facebook, and Executive at Google, will deliver the Cyara Xchange 2020 keynote presentation, Connecting with Your Customers: Key Technological Trends & What it Means for Brands & Organizations, which will take place on day two of the conference.

Xchange 2020 will familiarize attendees with the value of automated testing, as well as insights into Cyara’s roadmap for the future of automating CX assurance. Additional customer and analyst presentations include:

  • Humana, Capital Group, & AWS: Panel – Insights & Stories from the Virtual War Room
  • Healthfirst: Re-Engineering QA through Automation
  • Genesys: The Value of Automated Design-Driven Testing
  • Assurant: Automated Testing for IVR Customer Experience
  • Centene: The Perfect Storm – Corporate Merger, Upgrades, and COVID-19
  • Forrester: Why And How To Improve Customer Experience
  • Accenture & ABN AMRO: Panel – Lessons Learned in Adopting Agile & DevOps
  • Anthem, Inc.: Best Practices of Test Automation in the Contact Center
  • Splunk: Turn Your Contact Center Data into Action
  • CGI: Greater CX Insight Through Automated CX Monitoring
  • Microsoft: How Visibility of CX Inspires Improvement

The full list of event speakers can be found HERE.

Registrants will also have the opportunity to attend in-depth CX training sessions at Xchange 2020, including Effective Ways to Monitor Your Environment (How am I doing?); and Meet the Expert – Cyara Virtual Agent for Cloud Platforms. The Cyara Automated CX Assurance Platform simulates real-world customer interactions and engages with contact center voice and digital applications to ensure they are performing as designed. Cyara takes an outside-in approach to contact center testing by emulating customer and agent actions to replicate defined customer flows. Cyara ensures that all the systems involved in a customer journey, such as routing, data passing, IVR, or outbound dialing, work holistically without issues in voice quality, connections, prompts or latency. Every test call placed by Cyara is intelligent and documents test results automatically to provide real-time insights into performance and any potential issues that could impact CX. These functions enable customers to receive the highest level of experience.

Cyara Xchange 2020 Virtual Summit Sponsors include top CX solution providers, Accenture, AWS, blackchair, Cognizant, Genesys, GlobalCX, Infinit.CX, Nuance, Splunk, Twilio, Voxai, and VoiceFoundry.

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