Wednesday, December 7, 2022

Leveraging Low-Code to Level-Up Total Experience (TX)

By Prangya Pandab - September 01, 2022 4 Mins Read

Businesses need to think holistically about brand experiences for TX to be effective. They require the right workflows and apps to fuel innovation and keep employees and consumers happy and engaged.

The pandemic compelled people to reprioritize their lives, and this has resulted in many leaving the workforce. Because of this talent gap, many companies struggle to fill these roles while retaining current employees. Additionally, they strive to increase their bottom line while providing customers with excellent services and products.

Finding the right balance is difficult, so businesses are changing their strategies to achieve Total Experience (TX).

Brands must constantly provide outstanding consumer experiences and great employee experiences if they want to attract and retain top talent and fuel innovation.  

Given the variety of applications that both employees and consumers use to interact with businesses and the tools that employees need to complete their tasks, this can be overwhelming. The good news is that low-code platforms can help with these issues. Low-code acts as a powerful unifier to foster innovation, enable process automation with smarter workflows, build a productive work environment for the workforce, and enhance customer experiences. Brands can optimize every experience with the right technology, whether a person is developing an app or using one.

Here are four factors businesses should consider when developing the TX strategy:

Employees Should Have the Same Experiences as Customers

There is a significant disconnect between external and internal apps at many companies. Internal apps are often ineffective or an attempt to replicate external apps. Organizations invest in external applications but neglect internal ones when allocating resources. As brands produce contradicting experience variations, this could be detrimental. Employees should be able to focus on their tasks without having to struggle with internal applications.

Internal processes and applications must provide the same efficient and seamless experiences as external ones. Employees can spend more time on higher-value tasks that improve the experiences of customers across all channels when there are effective internal applications, workflows, or processes in place. Because different applications will have varied user interfaces (UIs), forward-thinking businesses ensure the user experience is the same across all of them without having to manage multiple versions of the same processes.

Also Read: How Low-Code/No-Code Fuel Digital Transformations

Avoid Dwelling On the Past

Many businesses have been slow to modernize their operations since they are linked to legacy systems of record or transaction systems. Because of this, maintaining a modern customer experience has necessitated technical duct tape between outdated apps, which has resulted in cranking up manual processes for exceptions or when things don’t go as planned. And numerous handoffs across workflows that generate out-of-channel work. No company can afford to have disgruntled or less productive employees, which can negatively affect how customer experiences.

Low-code app platforms today can help businesses connect diverse systems and data together in the right context into an end-to-end process focused on experience and outcomes for employees and customers, rather than disrupting that corporate knowledge and historical footprint.

Embrace Reusability

Building apps from the ground up is expensive and time-consuming, requiring constant innovation to meet changing company needs. Unfortunately, many businesses use that approach, developing a tailored application for that particular point in time of engagement by starting with a channel or UI. Organizations must develop processes only once, concentrating on the workflow and the result, and then expand those across workflows and applications with flexibility, making them repeatable and future-proof. For users — internal and external — to benefit from consistent experiences, a design system must have the same features and functionalities in the same location.

Additional business benefits can be gained from the implementation of a low-code platform supporting all engagement channels. Business developers have the freedom to create effective, efficient internal experiences that are protected by built-in guardrails, while professional developers have the flexibility of their tools of choice and the ability to augment core experiences.

Over time, a factory approach greatly increases efficiency. By implementing reusable workflows, companies can improve the consistency of experience and reduce the learning curve. They also will be a step closer to eradicating legacy debt by developing user-friendly applications in a cost-effective way. There will be more room for innovation if the legacy debt that has been accruing starts to dissipate.

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AUTHOR

Prangya Pandab

Prangya Pandab is an Associate Editor with OnDot Media. She is a seasoned journalist with almost seven years of experience in the business news sector. Before joining ODM, she was a journalist with CNBC-TV18 for four years. She also had a brief stint with an infrastructure finance company working for their communications and branding vertical.

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