{"id":15308,"date":"2021-03-25T20:35:07","date_gmt":"2021-03-25T15:05:07","guid":{"rendered":"https:\/\/coforge.site\/cigniti\/blog\/?p=15308"},"modified":"2022-07-28T10:37:00","modified_gmt":"2022-07-28T05:07:00","slug":"digital-assurance-customer-experience-assurance","status":"publish","type":"post","link":"https:\/\/coforge.site\/cigniti\/blog\/digital-assurance-customer-experience-assurance\/","title":{"rendered":"Digital Assurance: The key to customer experience assurance"},"content":{"rendered":"

Amidst a sea change of strategies, processes<\/span>,<\/span>\u00a0and business models in the digital era,\u00a0<\/span>three\u00a0<\/span>factors<\/span>\u00a0that remain on the\u00a0<\/span>business<\/span>\u00a0stakeholder agenda are cost, time-to-market, and customer experience.<\/span>\u00a0While the order of priorities may change over time, customer experience is the key in today\u2019s\u00a0<\/span>digital world.<\/span>\u00a0<\/span><\/p>\n

To advance the digital business agenda, it is imperative for enterprises to\u00a0<\/span>up<\/span>\u00a0their game by embracing frictionless, full life cycle automation and a continuous delivery approach. By following this\u00a0<\/span>etiquette<\/span>, the enterprises remain well assured that the quality is built-in from the scratch, easing the delivery of heightened customer experience that\u00a0<\/span>enhances<\/span>\u00a0the brand\u00a0<\/span>value\u00a0<\/span>and drive<\/span>s<\/span>\u00a0competitive differentiation.<\/span>\u00a0<\/span><\/p>\n

According to\u00a0<\/span>Gartner<\/span><\/i><\/b>, \u201c<\/span>88% of service leaders say their current Quality Assurance processes are ineffective and rarely match up to the customer view of quality<\/span><\/i><\/b>.\u201d<\/span>\u00a0<\/span><\/p>\n

Gartner recommends enterprises to\u00a0<\/span>modernize\u00a0<\/span>quality assurance. It predicts that by 2021, 15% of all customer service interactions will be completely handled by Artificial Intelligence (AI) and 85% by all other resolution channels.<\/span>\u00a0<\/span><\/p>\n

To arrive at the next generation of quality customer experience assurance, there is a need to understand the implications of digital transformation on quality assurance. Among the broad mandates that enterprises could address, ensuring a seamless and consistent customer experience tops the list.\u00a0<\/span>\u00a0<\/span><\/p>\n

How is a Good Customer Experience Assurance good for business?<\/span><\/b>\u00a0<\/span><\/h4>\n

A key differentiator for enterprises to retain and grow their customer base is an enriched customer experience<\/a><\/span>\u00a0assurance<\/span>.<\/span>\u00a0The c<\/span>ustomer\u00a0<\/span>e<\/span>xperience\u00a0<\/span>a<\/span>ssurance involves measuring and detecting\u00a0<\/span>customer experience<\/span>\u00a0flaws from a customer\u2019s perspective throughout the\u00a0<\/span>quality assurance<\/span>\u00a0process, from design through functional and regression testing, to performance testing, and on to monitoring.<\/span>\u00a0<\/span><\/p>\n

According to\u00a0<\/span>Jeff Bezos<\/span><\/i><\/b>, CEO at\u00a0<\/span>Amazon<\/span><\/i><\/b>, \u201c<\/span>Focusing on the customer makes a company more resilient. If you\u2019re competitor-focused, you\u00a0<\/span><\/i><\/b>have to<\/span><\/i><\/b>\u00a0wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering<\/span><\/i><\/b>.<\/span>\u201d<\/span>\u00a0<\/span><\/p>\n

Enterprises are\u00a0<\/span>working towards a<\/span>\u00a0comprehensive customer experience assurance that would dramatically reduce the costs and risks of exposing customers to customer experience\u00a0<\/span>flaws.\u00a0<\/span>\u00a0<\/span><\/p>\n

By assuring the customer experience, enterprises can increase the path of innovation<\/span>, monitor the\u00a0<\/span>enduring<\/span>\u00a0health of production customer experience,<\/span>\u00a0and maintain complete control over\u00a0<\/span>customer experience testing.<\/span>\u00a0<\/span><\/p>\n

Manage complexity and increase agility<\/span><\/b>\u00a0<\/span><\/h4>\n

An increasing complexity of the application landscape is one of the important\u00a0<\/span>challenges<\/span>\u00a0that digital transformation brings in<\/span>. Newer applications built on disparate technologies must be supported by the IT landscape.<\/span>\u00a0<\/span><\/p>\n

While the applications are\u00a0<\/span>interconnected<\/span>, testing them on different device configuration pose additional challenges for quality assurance.<\/span>\u00a0<\/span><\/p>\n

To ensure\u00a0<\/span>early isolation of issues, there is a need for a testing strategy that\u00a0<\/span>will<\/span>\u00a0balance these requirements and provide optimal test coverage.<\/span>\u00a0<\/span>A holistic\u00a0<\/span>digital assurance strategy<\/span><\/a>\u00a0optimized for the changing landscape encompassing all aspects of validations is the need of the hour.<\/span>\u00a0<\/span><\/p>\n

A\u00a0<\/span>well-planned<\/span>\u00a0approach involving optimized test scope, service virtualization, test data management, and a right mix of automation tools<\/span>\u00a0will certainly help manage complexity<\/span>\u00a0and increase agility<\/span>.<\/span>\u00a0<\/span><\/p>\n

Assurance strategy in the digital world<\/span><\/b>\u00a0<\/span><\/h4>\n

Newer technologies are being adopted at a faster pace. In a bid to enhance business, enterprises are trying to pilot newer and unproven technologies.\u00a0<\/span>\u00a0<\/span><\/p>\n

With businesses vying to provide better features in quick span, the development cycles are getting gradually shorter and the development methodologies are eyeing towards DevOps and agile.\u00a0<\/span>\u00a0<\/span><\/p>\n

Subsequently there is a<\/span>\u00a0mounting pressure on the quality assurance teams to deliver the code to production with reduced turnaround time.<\/span>\u00a0<\/span><\/p>\n

It is crucial to adopt methods to optimize testing requirements as there is limited time to test.<\/span>\u00a0Early automation strategies could be deployed to ensure the availability of all test scripts for system testing.<\/span>\u00a0<\/span><\/p>\n

Key consideration<\/span>s<\/span>\u00a0to strategize your digital assurance for a seamless customer experience assurance include \u2013\u00a0<\/span>\u00a0<\/span><\/p>\n