Customer experience assurance platform provider Cyara confirmed to QA Financial today that it has appointed Jeff Lyons as its new chief customer officer.
Lyons, who has over two decades of go-to-market and delivery experience, joins at a time the AI-powered CX solution firm is rapidly expanding globally, following three major acquisitions in 2023.
Lyons will be responsible for managing the customer experience for Cyara’s global customer base, including onboarding, technical training and education, as well as all post-sale activities and client retention.
Speaking to QA Financial following his appointment, Lyons said that “as businesses navigate the complexities of delivering exceptional customer experiences in today’s rapidly evolving landscape, it is critical to leverage technology and AI effectively to assure performance.”
He said his aim is to “lead Cyara’s efforts in empowering organisations worldwide to utilise our suite of AI-powered CX Assurance solutions, ensuring they deliver flawless customer experiences.”
Before joining Cyara, Lyons served in various leadership roles in enterprise software, driving significant value and leading organizational transformation.
“Jeff’s track record of successfully scaling global organizations and driving revenue growth aligns perfectly with Cyara’s mission,” said Rishi Rana, president of Cyara.
“His deep experience spanning three decades, coupled with his passion for driving customer value, will be instrumental as we continue to innovate and maintain our position as industry leaders in AI-driven CX Assurance,” she added.
Acquisitive year
Lyons joins Cyara following an extremely acquisitive year for the company. After having bought CentraCX and Spearline during the first half of 2023, the company acquired QBox at the end of last year.
The QBox deal was branded “a natural marriage of two complementary vendors in the CX tech space” and helped Cyara gain access to QBox’s clientbook, which includes UK bank NatWest.
The industry should expect more consolidation in the months ahead, said Kevin Buckley, former Spearline CEO and now SVP of Cyara.
“Organisations today are attempting to consolidate the number of vendors they have, and we allow that to happen,” he noted.
“Some enterprises have previously worked with four vendors to accomplish all their CX testing requirements; now they only need to work with one,” Buckley stressed.
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