customer experience

Articles

Help keyboard button Overcoming Cognitive Friction to Engineer Better Software

The problems customers face are difficult to anticipate while developing software. However, looking at support issues can give a clearer idea about how to look for defects in the future. Sometimes users don’t know how to find certain information; other times, software doesn’t work as expected. In both cases, cognitive friction is at play.
Nilanjan Bhattacharya's picture Nilanjan Bhattacharya
July 13, 2015
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Interviews

Effective Software Quality Management The Blueprint for Effective Software Quality Management: An Interview with Neeraj Tripathi

In this interview, Neeraj Tripathi, vice president of Global QA at Infor, goes over the principles of effective software quality management. He explains how to measure customer satisfaction and how active QA involvement eliminates defects early and shifts quality left.
Josiah Renaudin's picture Josiah Renaudin
April 22, 2016
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