As we kick off the second quarter of 2025, I’m energized by the momentum we’ve built, and even more excited about the road ahead.
In the first quarter alone, we made bold strides to reshape the future of CX Assurance: advancing our platform, deepening our AI capabilities, expanding global coverage, and helping more customers than ever eradicate bad customer experiences globally.
Here are just a few highlights from Q1
Global Reach
We now support telecom testing in 100+ (update: now 120+) countries, providing truly global coverage that ensures flawless customer experiences—no matter where your teams or customers are located.
Cyara Recognized for AI Innovation and CX Excellence
We’re proud to share that Cyara has been honored with several prestigious awards recognizing our leadership in AI and customer experience. We were named the Winner of the “Most Innovative Use of AI” at Enterprise Connect and selected as a Finalist for “Best Overall”. Additionally, we were recognized as a Finalist for “Best Use of AI” in the U.S. Customer Experience Awards, building on our win in the same category in the 2024 International Customer Experience Awards.
These accolades reflect our ongoing commitment to transforming CX Assurance through purpose-built, AI-driven solutions that deliver measurable impact across voice, digital, and AI-powered interactions.
Built for What’s Next
We’re not standing still. With the accelerating pace of change driven by the “scaling law” of AI (where innovation cycles happen every 3 months), we’re developing for the future, infusing AI into everything from regression testing to observability dashboards to generative and agentic AI. Plus, we’re redesigning our UX so well that users of all technical levels can leverage it — because simplicity drives impact.
Product Innovation at Scale
I’m excited to share a defining moment in Cyara’s journey to eradicate bad customer experience — one that is opening new possibilities for your AI and CX Assurance strategies.
On April 3, we launched SIX POWERFUL INNOVATIONS that represent the next generation of AI-led CX Assurance. These new capabilities are designed to help you stay ahead of AI innovation, rising customer expectations, market changes, and growing global demands, while ensuring consistent, seamless experiences across every channel.
Here’s what’s new:
Pulse 360: The only AI-driven CX monitoring solution with real-time visibility across voice and digital channels, testing real customer experiences across 150+ points of presence and 320+ (update: now 360+) carriers.
Test Case Designer: The first truly no-code, visual test automation tool for CX teams, built to simplify test creation and management in Cyara Velocity.
Cyara Agent Assist Assurance (Cyara AAA): The only solution that validates Agent Assist applications, ensuring human agents receive accurate, real-time, contextual information.
Intelligent Insights: Turns complex CX data into actionable insights with self-service dashboards, AI-driven anomaly detection and trend tracking, without IT support.
Cyara Copilot: An AI-powered assistant and Cyara’s first step toward Agentic AI, boosting productivity with automation and intelligent guidance within the Cyara platform and via Slack.
AI Trust Misuse: The new Misuse module joins FactCheck in Cyara’s AI Trust testing suite to prevent harmful and inappropriate responses to voice and chatbots powered by GenAI.
The innovations are now live in their first iterations, with additional enhancements coming throughout the year. From AI governance and intelligent automation to real-time CX monitoring, Cyara empowers your team to move faster, build deeper customer loyalty, and unlock new opportunities for growth and innovation.
We can’t wait to see what you’ll achieve with these new capabilities!
Learn more about the full platform.
AI + Observability = Growth
We’re helping customers unlock efficiencies AND revenue growth through continuous testing, real-time monitoring, and actionable insights. Our platform captures over 250 million journeys annually, and with our new data lake and Intelligent Insights, we’re turning that scale into a strategic advantage.
Reimaging CX Assurance at Cyara Xchange 2025
Thank you to everyone who joined us for Cyara Xchange 2025, our annual gathering of CX leaders and innovators united by a shared mission to shape the future of CX Assurance, a category created and defined by Cyara.
What an unforgettable week we had in Austin!
By the numbers
- 140+ attendees
- 12 breakout sessions and executive keynotes
- 6 hands-on Cyara Certified Professional Workshops
- 44 workshop participants earned new certifications
- Average score of 4.9 out of 5 on all workshops!
Those who attended the Cyara Certified Professional Workshops came away with a wealth knowledge:
- “I have a better understanding of how the test cases are generated from Crawls.”
- “[I learned] regression testing bots with parameters and data is possible and easy.”
Attendees said their favorite parts of the Workshops were:
- “The quality of content and participation.”
- “I loved the step-by-step explanations!”
- “Great instructors and hands on experience.”
Insights from my vision keynote
- Customer loyalty is more fragile than ever. Bad experiences cost business!
- AI and automation are transforming CX,but human oversight is critical.
- Shift-left testing is driving efficiency, reducing defects, and improving quality.
- Customers expect seamless omnichannel experiences—across all platforms.
- Real-time monitoring is becoming the new baseline for CX Assurance.
Celebrating customer excellence
We heard from forward-thinking brands like Humana and Microsoft, who shared how they’re embracing AI transformation, navigating complex cloud environments, and building smarter, more resilient operations.
It was our honor to recognize these outstanding organizations during our Customer Awards:
CX Growth Catalyst of the Year: AT&T
CX Innovation Excellence of the Year: Cigna
CX New Champion of the Year: New Jersey Manufacturers Insurance Group
Thank you for leading the way in CX transformation. We’re proud to partner with you.
Relive the experience
Want to revisit your favorite moments or catch up on what you missed?
- View our photo gallery
- Search #CyaraXchange on LinkedIn,followthe conversationand share your thoughts.
- Content and videos from the sessions will be available in May on Cyara’s website and social media.
Everything we do is rooted in one belief:You deserve great experiences from your partners just as your customers do from you. That’s a responsibility we take seriously.
Thank you for being part of the Cyara journey. We’re just getting started.
Warm Regards,
Rishi Rana | CEO
