Blog 28 August 2020

Low-code for fast track CX

by Richard Farrell

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low-code fast track

How can you can fast track using low-code? Every business is talking about the importance of great customer experience (CX). But transforming something as big as customer experience is hard work. And, significant change doesn’t happen overnight.

Our Chief Innovation Officer, Richard Farrell, looks at how organisations can change their approach, leap-frogging some of the usual digital transformation problems, to deliver experiences that keep customers delighted.


What does CX mean to your organisation?


Customer experience is such a broad topic and it can mean different things to different organisations. Is it about efficiency? Customer communications? Does it mean building a portal? Is it a complete digital overhaul of systems, replacing anything manual with digital automation? Delivering great customer experience is multifaceted.

Organisations must accelerate their shift to digital business, even whilst overall IT costs may be cut. Customer values are changing so tools are needed to change business models and align IT with the business. The ability to innovate using digital technologies and reflect ongoing shifts in business strategy and priorities will be vital.

A “digital transformation program”, often perceived as a huge, disruptive, expensive and time-consuming initiative, may not be the answer. Any investment must make customers’ lives easier, simplify the processes behind services and save money.


Digital transformation doesn’t have to be big bang


It can be done, one element at a time. Think about the marginal gains that UK Cycling focused on when Dave Brailsford was hired as their Performance Director in 2003. His strategy was the aggregation of marginal gains. It was based on a principle of breaking down everything that goes into riding a bike and improving it by 1%, to give a significant increase when you put them all back together.

It put British cycling on a new trajectory, bringing results faster than anyone imagined, winning an astounding 60% of cycling gold medals at the next Olympic Games. Then, raising the bar even further four years later, by setting nine Olympic records, seven world records and, for the first time ever, a British cyclist won the Tour de France.

You probably won’t find yourself in the Tour de France anytime soon, but the same principle can apply to an organisation trying to transform their CX. Improving contact with customers, one process at a time, gradually reforms every interaction. Little touches that really improve your CSAT or NPS – like knowing a customer’s interaction history without asking, or solving a tricky problem in seconds. Gaining control and visibility across your customer communications means that you can deliver a consistent, high-quality standard of service.

To work this way, an organisation needs the tools to build, adapt and re-think processes in an agile fashion. Enter low-code.


The fast track to a better customer experience


Like traditional digital transformation, developing processes using low-code means focusing on the foundations – the processes, people and technology – that great customer experiences depend upon. But, unlike traditional digital transformation, it’s fast, cost-effective and non-disruptive. It doesn’t demand an overhaul of your operations.

Instead, it enhances and improves the systems and processes that you have in place. And it dissolves the barriers that stop your people from doing their best work.

Low-code powered transformations can be broken down into dozens of individual process improvements. Instances where old, manual, broken workflows are replaced with new, slick, automated processes. In a webinar I recently presented with John Rymer from Forrester, he outlined how vital low-code is in transformation, saying that “everyone needs to incorporate a low-code development platform into their software strategy” – watch the webinar here.


Small changes can make a big difference


Our eBook, Seven ways low-code can help you improve CX, is all about these moments. It outlines some individual applications of our low-code solution, Liberty Create, that adds up to huge, sweeping change. It also gives several examples from both the public and private sectors, which all have one thing in common – they’re intrinsic to a satisfying and seamless customer experience.


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