Kenway Consulting's team recently had the privilege of attending Cyara's Xchange '24 conference in sunny San Diego, where we delved into the latest advancements shaping the world of Customer Experience, GenAI and Quality Assurance. We enjoyed engaging with leading brands and industry experts from around the world to help improve the performance of CX teams and technologies. Here are a few of the key highlights and insights we gathered and found particularly useful.

Top 3 Highlights

1. Cyara is rolling out some unique solutions to assist Quality Assurance Teams validating Artificial Intelligence (AI) functionality. You can get an early start with Fact Checker today which is in a Beta release. Fact Checker can reveal the accuracy of a Large Language Model (LLM) powered bot against a source of truth. Discover reasons why an LLM powered bot may provide an inaccurate answer.
2. Integration with Jira: The integration capabilities of Botium and Velocity with Jira offer immense value to organizations. Automatic ticket creation for bugs found during testing streamlines the defect management process, enhancing efficiency and ensuring issues are promptly addressed.
3. CentraCX Acquisition: Max Lipovetsky, Cyara’s Chief Product Officer, shed light on Cyara’s roadmap and future product innovations, such as Complex Journey Assurance, Dashboards & Advanced Analytics, and the launch of their newest solution Number Trust which provides Call Line Identification (CLI) Assurance to validate company numbers are being presented on mobile devices as intended.

General Insights

Our discussions at Xchange '24 touched upon various crucial topics, including best practices in leveraging and scaling test automation. We emphasized the importance of integrating tools effectively to optimize automated QA models and stabilize QA test dependencies. Additionally, the challenges of test data and environment stability were highlighted across industries.

A highlight of the conference was the fireside chat featuring Navrina Singh, Founder and CEO of Credo AI, and Alok Kulkarni, Co-Founder and CEO of Cyara. The discussion centered on the pivotal role of generative AI in CX practices, emphasizing the need for governance to ensure scalability and trust in AI platforms. Navrina Singh's insights resonated deeply, particularly her emphasis on governance for scalable AI implementations. Kenway's Sean Rabago says that "We continue to see, first-hand, the negative impacts of attempting to implement GenAI without an effective governance and management framework defined. The need to ensure a more proactive approach to aligning GenAI against more appropriate, less risky use cases, while using effective governance to support a healthy implementation model is paramount to implementing value consistently here."

Cyara's Xchange '24 was a rich source of insights, reaffirming the critical role of cutting-edge technologies in shaping the future of customer experience testing. We're excited to apply these learnings to drive innovation and excellence in our own consulting endeavors.

If you have questions about what we learned at Xchange ’24, Cyara’s products, or anything else related to testing automation and GenAI, email us at info@kenwayconsulting.com.