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.
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 [email protected].