Major US Retailer Moved Black Friday from Red Alert into the Green CUSTOMER STORY: U.S. RETAILER Real-time Insights and Agile Response Helped Turn a Challenging Holiday Selling Season into a Highly Successful One On Black Friday, the Cyara TM Customer Experience (CX) Assurance platform alerted a major retail client to issues in their system. It was mid-day when the retailer started to see a spike in customer calls, with a balance response that was shifting from two seconds to much longer, on every fifth customer call. This would be a concern on any day, but on this most critical online sales day of the year, it was an even bigger red flag. From Cyara’s executive dashboard, the retailer identified a couple issues, including a server delay on their end and a separate problem

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