Eggplant Blog

Michael Giacometti

Michael Giacometti is the Director of Product Marketing at Eggplant. With more than 20 years of experience, he is an internationally recognized leader in QA. Michael was a co-founder of Class I.Q. (now part of IBM Greenhat), has designed features for HP ALM, and developed licensed QA products for Cognizant. In addition to speaking at several conferences, Michael has published white papers on the future of QA, and has led several, large-scale QA and digital assurance transformations within the Fortune 100.
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Recent Posts

The DevOps Disconnect

8/6/19 / by Michael Giacometti posted in automated testing, DevOps, continuous testing, digital transformation

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Lack of communication is often cited as the biggest problem Business have when implementing DevOps.  This would be communication between co-located teams where the team just doesn’t talk, teams across geographies where time zones come into play, even where the IT and Business just will not discuss things.  Indeed, there are many places where a lack of communication can cause DevOps to fail.

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5 Takeaways from Putting Intelligence into your Continuous Testing

7/30/19 / by Michael Giacometti posted in automated testing, Customer Experience, DevOps, AI, continuous testing, Forrester

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On July 23, 2019, Antony Edwards, COO of Eggplant, and Diego Lo Giudice, VP Principal Analyst at Forrester, conducted a webinar on “Putting Intelligence into your Continuous Testing.” 

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Doing More with Less

7/25/19 / by Michael Giacometti posted in automated testing, DevOps, software testing, AI, digital transformation, Augmented Intelligence

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Daniel Priestly points to “Illusion of Limited Resources” as the number one limiting factor to holding you back from becoming a Key Person of Influence.  It is the same fallacy that holds organizations back from progress. 

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AI and the Rise of the Business Tester

7/22/19 / by Michael Giacometti posted in DevOps, Test automation, digital automation intelligence, continuous testing, quality testing, intelligent automation, digital transformation, Automation Best Practices, business tester

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We are in a Digital Testing Epoch.  Are you ready?

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Shift-Up to the Edge

4/3/19 / by Michael Giacometti posted in DevOps, QA testing, User Experience, User experience testing, testing best practices, artificial intelligence, digital automation intelligence, QA, shift up, AI-assisted testing, user acceptance testing, usability testing

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"The quality of your company’s software has a direct impact on the quality of your company’s financial results. You know it. Management knows it. And the importance of quality will only continue to grow with the need for 24x7 operations, high availability requirements, aggressive service-level agreements, and the need to roll out innovative new web-based services."

This was the first paragraph of a paper I wrote in 2005 about how to build your organization around a Testing Center of Excellence.

15 years on, we are still struggling with these concepts. The focus has turned towards project outcomes rather than business outcomes. Reasons include faster release cycles, more complex technology, and more technically astute end-users, with the result that QA lost sight of who was really using their applications.

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Testing for Emotional Outcomes: another Shift-Up Blog

2/13/19 / by Michael Giacometti posted in DevOps, QA testing, User Experience, Performance testing, User experience testing, testing best practices, artificial intelligence, digital automation intelligence, QA, shift up, AI-assisted testing, user acceptance testing, usability testing

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With the Shift-Up series thus far, we have explored the importance of testing and thinking as a customer. The basic premise is that we need to add another dimension to Quality Assurance other than Shift-Left and Shift-Right. This new dimension focuses on how your customer is actually using your application and if the intersection of your application, customer behavior, and your company’s business objectives all align. 

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Link Real User Journeys and AI-Assisted Techniques to Improve Quality

8/22/18 / by Michael Giacometti posted in DevOps, QA testing, User Experience, User experience testing, testing best practices, artificial intelligence, digital automation intelligence, QA, AI-assisted testing, Customer Experience Insights, user acceptance testing

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To keep up with DevOps, testing and QA teams typically adopt a shift-up approach to move quality further up the software development lifecycle. The goal is to complete system testing, integration testing, and user acceptance testing (UAT) to ensure a bug-free release. While product quality has a direct correlation to increased revenue and positive business outcomes, this isn’t enough in the 21st-century marketplace. QA’s job isn’t just to de-risk applications by finding defects earlier but to help de-risk business strategy and potential problems with your user base by reporting customer experience defects. 

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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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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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The Customer is Always Right ... and That Customer, and That Customer, Too.

4/25/18 / by Michael Giacometti posted in QA testing, User Experience, user journey, test automation strategy, shift left, QA, shift right, shift up, Eggplant Digital Automation Intelligence Suite, intelligent testing

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It’s no secret that the digital revolution is quickly changing the way businesses and customers interact with each other. Like Blockbuster, companies that don’t understand the evolving needs and tastes of their customers will die, while companies like Netflix that fail fast, quickly adopt technology, and evolve, will thrive.

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