Blog 25 November 2019

The CX Disconnect – the root cause of bad customer experiences

by Richard Billington


Your people know how to transform the customer experience—deploying low-code platforms can empower them to do it.

Picture the scene.

You’ve come into a bit of money and can finally afford to move into a new home. So you call your bank to book an appointment with a mortgage advisor. 

The phone rings. And rings. And rings.

Eventually, you’re invited to leave a message, with no indication of when they’ll get back to you.

Three days later, you haven’t received a response. So you call again.

This time you get through to someone who’s friendly and helpful, but all they can do is tell you to go online and book an appointment.

So you go online. 

But now there’s another problem – their website sucks. 

It’s unclear, confusing and demands a borderline-intrusive amount of personal information. Which is annoying as your bank already has your details. 

Eventually—somehow—you manage to book an appointment.

But at this point you’re irritated beyond belief.

And you’re not the only one.

The customer service team at the bank is furious as well. Because they know they’ve failed you.  To make matters worse, they’re powerless to do anything about it. 

Why? Because they’re hamstrung by the legacy processes and technology. And when they try and make changes they’re told IT and operational teams have bigger fish to fry.

We call that the CX Disconnect – and we hate it. Because we know there’s a better way.

The right people with the wrong tech.

People who work in customer-facing roles know exactly what it takes to make that great customer experience a reality.

Because they deal with customers every day – they hear their complaints, frustrations, difficulties and pain points. 

But they can’t transform technology and processes themselves. They need IT’s input to turn their vision into a reality.

And IT teams aren’t the bad guys here. In most cases, they want to help but are already struggling with a monumental workload (that’s growing by the second).  

So the cycle continues. 

But this stasis is dangerous. 

Your customers aren’t happy, your customer-facing staff are frustrated and IT has to deal with yet more people telling them to “do more” (with no additional budget, of course).

Low-code platforms to the rescue!

This problem used to be unsolvable.

But then low-code came along.

A low-code platform enables citizen developers and IT to collaborate on apps that radically improve business processes. 

Suddenly your frustrated customer services pro doesn’t need to wait on IT any more. They can build 80% of the solution themselves.

And low-code doesn’t disrupt your existing IT infrastructure either. It’s designed specifically to complement legacy technology stacks.

That means there’s no need to rip and replace anything or hire expensive developer talent.

You just give your smartest people the tools they need to turn ideas into applications.

Then you sit back and watch your customer experience improve quickly and cost-effectively.

See how using a low-code platform creates all-new opportunities for customer-obsessed businesses. Read our scroller on how to improve customer experience strategy.

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