The customer experience itself has become a product.
There’s a clear link between the customer experience and business performance: Companies deemed leaders in Forrester Research’s annual Customer Experience Index strongly outperform the stock market, according to Watermark Consulting. Conversely, companies deemed customer experience “laggards” trail far behind average stock market performance. The conclusion of Forrester’s index is unmistakable: great customer experiences drive business success.
We interviewed experts at Lyft, CBS Interactive, and Microsoft to understand how QA supports the customer experience. They share their insights on:
- What excites customers and keeps them happy
- Maintaining an aggressive release cycle
- Measuring the impact of QA on the customer experience