Does Software Testing help you unlock Customer Experience innovation?

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Does Software Testing help you unlock Customer
Experience innovation?
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Does Software Testing help you unlock Customer
Experience innovation?
The biggest challenge for a lot of brands is
that theyre focused on quarterly results, rather
than innovating for the future, often because
they need to meet the short-term expectations of
stakeholders, says Augie Ray, Research Director
at Gartner in a recent report. Brands need to
recognize that there can be a balance. There are
experiences that are really designed to help the
brand. CX by definition is things we do for the
customer, and about lifting customer loyalty and
advocacy. And when we help the customer, we help
the brand. Leading brands in CX start with a
strong foundation in customer satisfaction, says
Ray. Getting this right and understanding how to
build upon it to drive positive financial and
business outcomes is what sets the best brands
apart from the rest. CIOs from a wide array of
in industries vouch that software testing has
helped them create new milestones in unlocking
customer service innovation. However, lets
analyse what they mean when they talk about
innovation in the customer experience (CX) arena.
According to most CIOs, CX innovation is not
about just creating something new, but it is more
about applying better practices to meet business
goals and engage in better ways to solve the
problems currently faced by the users. In an
advanced digital age where technology is
constantly evolving, customers have become more
demanding and inter-connected. They want
seamless, secure, and robust solutions for the
issues they face, and they want it fast. Aspects
of Customer Experience Innovation CX innovation
has become a business-critical requirement and
usually covers the following focus areas
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Does Software Testing help you unlock Customer
Experience innovation?

• Human-centric approach
• Social media trends
• Continuous improvements
• Doing things right the first time
• CXOs have recognized that testing is essential to
  achieve speed and agility that is essential for
  thriving in the digital future. Software testing
  helps businesses take care of all the above focus
  areas, thus helping them provide the following
  for an enriching customer experience
• Human-centric approach Businesses need to focus
  on customer behavior and use testing to keep up
  with the growing demands. The apps need to be
  developed in a manner that keeps in mind their
  peculiar behavior, requirements, locale, the
  cultural background, the willingness to buy and
  use your product, and more. Organizations thus
  need to have end-to-end testing practices in
  place and must go beyond traditional formats to
  understand customer behavior and involve both
  intrinsic as well as latent customer behavior.
• Social media trends Businesses need to be very
  transparent and approachable for the
  communication to flow smoothly from the
  customers. Collating direct feedback of users
  from social media platforms such as Facebook,
  Twitter, and chatbots helps organizations test
  and implement the required changes to the latest
  versions of the applications, thereby unlocking
  customer

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Does Software Testing help you unlock Customer
Experience innovation?

confidence as well as loyalty. Merely relying on
beta testing responses as the only feedback will
not help companies to be aware of, and to adapt,
and adopt to the latest trends. Organizations
therefore need to have a big data testing
strategy in place for making optimum use of the
collected data. Read Full Blog at
https//www.cigniti.com/blog/software-testing-unl
ocks-customer-experience-cx/
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