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08 January 2021

2021: The year to fast-track CX with low-code

In a socially distanced world, there’s no doubt that technology needs to play a larger role in your CX strategy. But how do you go digital when you simply don’t have the resources to make the big process and system changes that are required? Low-code automation could be the answer you’re looking for.

The pandemic has altered the way many do business, both behind the scenes and when serving customers. In many respects, the world of work has been launched into the future. When the virus first hit, companies had to hastily adopt new, digital ways of operating. And it looks like the virtual workplace is no longer a stop-gap approach. According to Forester’s predictions for 2021, remote work will permanently increase to 300% of pre-pandemic levels.[1]

This year, as we experience new waves of infection and social interactions are put on ice, businesses will continue to reinvent the way they engage with customers. For some, innovating CX is not only a strategy for ensuring business continuity, but also a key brand differentiator.   

Going forward, it makes sense to adopt a digital-first approach to CX. Additionally, the tools used to create these experiences – and run the processes behind them – need to be as agile as possible. Flexibility is critical, given the speed at which customers’ circumstances and business priorities continue to change.

Finding the best approach

Digital-first CX is not about positioning your company as a tech-savvy enterprise. It’s about using technology to make exceptional customer experiences possible.

Begin with your CX goals, whether these be faster response times, anticipating customer needs better, creating new levels of convenience or even reaching new markets. Then, redesign your processes around these goals. Once you know what outcomes you want to achieve, you can identify which slow, manual tasks need to be automated; and which disconnected systems are letting you down.

Good news: this doesn’t call for a massive tech overhaul

Innovating CX doesn’t have to be a huge, disruptive and expensive IT project. It’s 2021 – and enterprise automation technology has been democratised by vendors like Netcall and others. Today, companies can adopt low-code process automation platforms to develop business applications more rapidly and in a less disruptive way than before.  

Low-code solutions are designed to solve process problems from the ground up. Because the development process itself is made much more user friendly, the gap between IT and the rest of the business closes – and you can take a cross-functional approach to transforming CX. 

With a low-code approach, you can:

  • Transform one process at a time:
    This allows you to innovate the customer journey in a series of small, manageable steps. Begin with the routine manual processes that waste the most time and tackle the more complex problems as your people gain confidence in automation.  
  • Unite IT and business:
    Low-code platforms create an environment where specialists from different business units can work together to solve customer pain points. This means you can build solutions based on insights from those who understand customers best and those who know how to tap technology’s full potential. Your customers will notice the difference.
  • Build solutions faster:
    Low-code offers a simple drag-and-drop user interface and tools that span the entire app life-cycle. This saves a huge amount of time when designing and developing new process optimisation solutions.
  • Let developers get more done:
    When you use low-code technology to speed up your development cycle, your skilled developers have more time to focus on other projects that are important to your business and customers.  
  • Adapt with the times:
    Being able to refine and automate processes rapidly allows you to continually react to new customer needs and keep up with changes.  

For a deeper exploration of why low-code systems play such a valuable role in any company’s software strategy, watch Netcall’s webinar with John Rymer from Forrester here.

Are you ready to ignite your 2021 CX strategy with low-code?

We can help. At Velocity IT, we are proud to partner with Netcall in the delivery of business process optimisation solutions and app developments. As trusted Netcall advisors, we have the expertise to build and customise applications, and provide complementary services to support you on your journey to digital transformation with Netcall.

Source: [1] https://go.forrester.com/

When it comes to CX, do you want to be more responsive, agile and resilient during 2021?