{
  "id": 19322178,
  "title": "Traditional QA undermines modern customer experience",
  "url": "https://urgent.news/2026/11/10/traditional-qa-undermines-modern-customer-experience",
  "topic": "tech",
  "section": "Tech",
  "published": "2026-11-10T10:28:29.000Z",
  "source": {
    "name": "TechCentral",
    "slug": "techcentral",
    "url": "https://techcentral.co.za/traditional-qa-customer-experience-telviva/288226/"
  },
  "original_language": "en",
  "account": null,
  "summary": "Contact centres still judge customer experience on a fraction of calls, and it shows, says Telviva's Martie de Beer.",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}