Introduction

“Customer Experience is the new battlefield” — Chris Pemberton, Gartner

Product development involves careful planning, innovation, automation, time, and resources. One really vital piece of the development process is product testing for quality, reliability, and security. However, gone are the days when merely testing software against the business and technical requirements sufficed. Your application or software may work as defined, but Are your customers happy and satisfied? Does your product meet the user’s needs?

One thing that today’s customers won’t appreciate is bad Customer experience (CX). Customer satisfaction can make or break your business. Instant gratification is what today’s customers look for. Thus, CX is the biggest factor driving customer loyalty. Most companies including the FAANG have already made great strides into developing next-gen apps and are integrating AI across their tech stack for delivering higher customer experience.

Delight the customer and beat the competitor — is what all organizations are focused on. And this is not just online retail, it’s across every industry like finance, healthcare, media.

So, how do you measure Customer Experience?

Gartner in its recent study emphasizes the importance of the 5 types of metrics such as customer satisfaction (CSAT), customer loyalty/retention/churn, advocacy/reputation/brand, Quality/operations, and employee engagement to measure customer experience.

These metrics are a measure of how well your products and services meet your end users’ expectations.

But how can executives guide their organizations to reap the benefits from AI and exploit the benefits that beckon?

One way is to put the customer front and center during software development and testing. Artificial intelligence-enabled customer journey analytics can find answers to important CX queries like:

• How can we serve the customer better to have an improved CSAT score?
• How can we detect defects before the Customers?
• Which features should you prioritize to improve CX and achieve business results?

Where does AI Testing come into the picture and how will it benefit the customer?

As per World Quality Report, demands for quality-at-speed and shift-left have placed the onus of ensuring end-user satisfaction on quality assurance teams.

To advance the digital transformation and enhance customer experiences, QA must break loose from their traditional bug testing shackles and embrace frictionless, AI-powered automation, and continuous delivery and continuous testing approach. Providing a higher quality, more reliable product to market faster, or getting answers to queries faster (or immediately) provides a richer, more positive experience for the customer, and thereby a competitive advantage for the company.

Taking the customer experience to the next level

Here are 5 key AI drivers to catalyze high-quality, agile software delivery that can add value to business applications, through its varied technologies and will revolutionize the customer experience. Click on this link to read more Api Testing

If this has picked your interest and you want to know more, then please click here and schedule a demo, or reach out to us at info@webomates.com. We have more exciting articles coming up every week.