Eggplant Blog

Transforming Customer Experiences With Eggplant

8/14/18 / by Michael Giacometti posted in User Experience, Performance testing, User experience testing, artificial intelligence, user journey, Selenium, shift up, Eggplant Digital Automation Intelligence Suite, customer experience optimization, Real Customer Insights, Customer Experience Insights, business outcomes, business KPIs

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Customer experience transformation is a key initiative for any business that wants to position itself for the 21st century. Two important concepts involve updating and digitizing technology, and creating persistent customer relationships. According to Bain & Company, customer experience transformation starts with “… simplifying your core business and digitizing it where it matters.” McKinsey & Company writes that in any customer experience transformation, “… the voice of the customer can be used to identify upstream and cross-functional issues and address the root causes of problems.” In short, to see positive results, you need well-tested, high-quality digital assets that reflect ever-evolving customer needs and desires.

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An All New Performance Trends Report

7/10/18 / by Drew Post posted in User Experience, UX, User experience testing, analytics, Eggplant solutions, real user monitoring, Digital Performance Management, website performance, performance trends, real user insights, KPIs, key performance indicators

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The weather, the tennis, the football — with all the distractions, you’d think those of us on the Real User Monitoring team would be kicking our feet up, right? Not a chance! I'm super excited to tell you about our latest release: a brand-new version of our Performance Trends Report. 

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A Design Pattern for Automation Repeatability

6/20/18 / by Randy Hesse posted in Software test automation, software testing, User experience testing, UX testing, testing best practices, testing strategy, QA, workflow automation, automated testing project

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Some of my customers are trying to design an automated script to perform specific workflows with a predicted outcome. Unfortunately, the automated workflow they want to execute has many variations in their environment, and they’re having trouble creating a dynamic, automated script that handles environment deviation.

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Shift Up: Out of One Tool, Many

5/31/18 / by Michael Giacometti posted in DevOps, User Experience, test management, User experience testing, artificial intelligence, shift left, shift right, shift up, voice recognition software, Eggplant AI

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This is Michael's third blog in his Shift Up series. You can read the first blog here and second blog here.

On May 21, 2018, Bank of America announced that it was rolling out its chatbot, Erica, to all its mobile customers. On the surface, the premise makes sense. It’s making the bank more relatable. It’s providing real-time customer support to people where artificial intelligence (AI) assistants like Siri and Alexa are becoming the norm. It doesn’t have the limitations that some phone-based IVRs have, and it aims to provide immediate assistance instead of making us wait for a human (we’ve all shouted “representative” or pressed zero dozens of times to get a real person). Erica is a great way for Bank of America to optimize the customer experience.

But let’s pull back the covers and ask some basic questions. How does Erica know the customer so well?  How does Erica pull from different sources of information? How does Erica know what products and services to offer? What systems, both homegrown and third party, does Erica need to be effective? 

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Don’t Test the Code, Test the Business

5/24/18 / by John Bates posted in Digital Experience, Test automation, User Experience, UX, User experience testing, UX testing, testing best practices, testing strategy, user journey, intelligent monitoring, continuous integration, continuous delivery, QA, Eggplant Digital Automation Intelligence Suite, intelligent testing

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Quality assurance (QA) used to be a compliance activity. You were releasing a product and needed to test it and stamp it “approved.” QA was about testing that the code worked. You might manually test the code. You might have even tried some automation — coding a set of test scripts that would try to capture regressions or errors that you had eradicated in the past, but which somehow crept back in. All in all, you were reasonably satisfied that you achieved a level of test coverage that met your goals. Then, you put your code into production and crossed your fingers that nothing went wrong. And if it did, you tried to fix it as quickly as humanly possible.

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The Early Bird and Second Mouse — a QA Story

4/19/18 / by Russ Lott posted in App testing, QA testing, User Experience, Functional testing, Performance testing, User experience testing, QA

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This week, I'm making what many consider a life-altering, religious change. I’m switching from Android to an iPhone.

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The Journey to True Test Automation is Shorter Than You Think

3/13/18 / by JB Brockman posted in DevOps, Digital Experience, Real User Experience, Software testing tools, test execution, User experience testing, artificial intelligence, user journey, analytics, continuous delivery, test automation strategy

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Everything about software has changed—how it’s architected, developed and produced, what it does, what users want from it, and how often they expect new features. To keep up, organisations are turning to continuous delivery and DevOps. Yet product teams still do a lot of manual testing, which consumes a lot of time they don’t have, thanks to shrinking test windows. Incorporating automation into your testing approach is a great strategy, but figuring out where and how to start isn’t necessarily quick and easy.

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A Modern Testing Perspective, Plus Cool New Features in iOS Gateway 5.0

2/21/18 / by David Vernon posted in UX, software testing, User experience testing, UX testing, testing strategy, API testing, iOS Gateway, continuous delivery, Eggplant solutions

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This blog is only partially about our newest iOS Gateway 5.0 release with device and simulator support for Touch ID and Face ID (which is super cool, but more about that later). It’s also a blog about how testing has changed — a lot — in a short amount of time.

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20 Smart Technology Predictions for 2018

1/3/18 / by JB Brockman posted in IoT Testing, Real User Experience, User Experience, User experience testing, IOT, artificial intelligence

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A new outlook, optimism, and wonder. For me, the start of the new year is always exciting and prompts a lot of questions about how our space and our solutions will evolve over the next 12 months.

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Like Selenium? Now You Can Use It With Eggplant Functional.

1/3/18 / by Pamela Gillaspie posted in User Experience, Functional testing, User experience testing, Selenium WebDriver, Selenium

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Selenium is a popular open source test automation tool for lots of reasons. You can get started with it quickly. It’s widely used, so knowing it can be a marketable skill. And, because it’s not that easy to use right out of the box, testers who become well-versed in Selenium can advance into lucrative framework development.

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