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QA is the guardian of customer experience


Software leaders in North America at financial and eCommerce firms converged upon New York from 12th through 14th November 2019, to learn best practices across QA, customer experience and operational risk.

At three unique events focussed on digital accessibility, assuring complex financial systems and eCommerce apps, voice of the customer was a common theme. Customer immediacy, relevancy and software risk management all benefit when quality is imbued throughout the software development life cycle.

“QA is often synonymous with testing,” said the CTO for a test environment provider. “But testing is just one indicator of customer experience. When QA starts perceiving itself as the voice of the customer, great things can happen.”

Dominos v. Robles has sent a shockwave throughout the financial community, with many now grappling with how to begin. Leading firms recognise the wallet share and regulatory consequences: here, QA is grasping the opportunity to become the firm-wide centre of customer experience excellence.

“Until now, we hadn’t given any thought to the needs of our users with disabilities,” stated the Head of Quality Management for a Global Asset Manager. “As a result of the discussions in New York, we have been able to engage with the board to allocate funding and effort, to place accessibility at our core.”

So, according to our community, QA is moving from cost- to value-centre.

Based on our insights, QA Vector® Research has identified that when firms establish formal measurement and impact evaluation practices, they are better able to predict customer experience impacts, evolve value stream management and deliver better value to business stakeholders.