The document discusses customer experience testing and outlines several key points. It notes that customer experience is key to financial performance, but most companies overestimate how good their customer experience is. It defines customer experience as the sum of all interactions a customer has with a company. The document advocates testing holistic solutions based on the entire customer journey and important touchpoints. It also recommends using risk-based testing informed by customer experience parameters and involving various teams across the organization.
Lucknow Housewife Escorts by Sexy Bhabhi Service 8250092165
In Through The Out Door
1. IN THROUGH THE OUT DOOR
The Flip Side Of Customer Experience Testing
2. The Show Must Go On
Agile; Cost; Speed; Quality
Web So-Lo-Mo; Customer Centricity
Functional & Technical focus Deliver Improved Customer Experience
Let-me-tell-you You-tell-me?
Large Engagements Smaller, Focused
Organisation Boundaries Break Organization Silos
Test & Be Done with Be a part of my risk
3. The Thin Ice
3
Customer experience is key to improved financial performance
70% percent of customers won’t forgive poor customer experience
Customer experience is a key driver for differentiation within the
marketplace
80% of companies believe they deliver a superior customer
experience, but only 8 % of their customers agree
Harvard Management Update
Last Mile Consultants Technology Solutions Pvt. Ltd.
4. Welcome to the Machine
4
The practice of designing and reacting to customer interactions to
meet or exceed customer expectations and, thus, increase customer
satisfaction, loyalty and advocacy
Gartner
Sum of all the experiences a customer has with a supplier of goods
and services
Includes the technology, the people, the process
CEizure : The fit a customer throws due to a poor user experience
CEmetery : A burial ground for systems with poor customer experience
Last Mile Consultants Technology Solutions Pvt. Ltd.
5. A Saucerful Of Secrets
5
Testing holistic solutions not just systems
Looking at solutions in terms of their ability to work for all types
of customers
Do they help deliver the best experience for customers
Do they help to retain existing customers and attract new
customers
Last Mile Consultants Technology Solutions Pvt. Ltd.
6. Stairway to Heaven
6
Know Thy Customer Journey – End-To-End
Which components of the customer experience journey are you
delivering?
Which parts of the organization, systems and processes are a part of
this Customer Experience?
Which are the key customer touch points?
How important are these touch points in terms of impact to customer
experience?
Brand, Perception, Advocacy, Price & Value, Competition
Last Mile Consultants Technology Solutions Pvt. Ltd.
7. Another Brick In The Wall
7
Risk Based Testing – Derived from Customer Touch points and
customer experience parameters
Integration of market trends analysis; competitor analysis; user
experience analysis to get a view of what the product should be
Early testing based on customer experience parameters
Involvement of user
communities, businesses, operations, support staff
.. And training & development processes
Last Mile Consultants Technology Solutions Pvt. Ltd.
8. Learning to Fly
8
Multi-faceted skills in testers – Domain, UX, Business Process
orientation
Test Design & Optimization skills
Execution skills - Manual AND Automated
Leveraging Model based testing tools; A/B test tools to feedback
customer experience data
Crowd Leverage
Last Mile Consultants Technology Solutions Pvt. Ltd.
9. In Summary
9
Customer (Experience) is king!
Customer Touch Points & Customer Experience parameters
should drive risk assessments
Focus on processes, systems and people
Exciting tools on the horizon – leverage it to your benefit – Think
out of the COTS.
Last Mile Consultants Technology Solutions Pvt. Ltd.