Why Low Code is the Great Unifier for Total Experience

(Sponsored article) The Great Resignation: We’ve read about it and likely have tried it on our own teams. The pandemic has rearranged their lives, causing many to leave the workforce. Many organizations suffer from talent gaps, and struggle to fill these roles while retaining existing employees. At the same time, they work to provide excellent products and services to customers while improving their bottom line.

Finding the perfect balance is a challenge, which is why companies focus their strategies to achieve what Gartner calls the holistic experience (TX). TX involves creating great experiences for anyone Interacts with a brand – whether customers or employees. While yes, brands should always deliver excellent customer experiences, it is more important than ever to create great employee experiences to attract and retain talent, as well as innovate. The aha moment that we all must go through is the degree to which your employees are empowered and directly involved in the customer experience they produce. The TX your organization creates isn’t just a good HR moment, it’s smart business.

This can be daunting given the wide range of applications that employees and customers use when interacting with brands, as well as the tools employees use to get work done. But there’s good news: Many of these issues can be helped by low-code platforms. Low Code serves as a great unit to help drive innovation, provide process automation with smarter workflows, create productive work environments for employees, and positively impact customer experiences. With the right technology, brands can improve All Experiences – whether someone is creating or using an app.

Here are four concepts to consider while creating your TX strategy:

1. Give employees the same customer experiences

When comparing internal and external applications in many organizations, there is a significant disconnection. Oftentimes, internal applications are not good, or are an attempt (but ineffective) to duplicate external applications. Organizations spend their resources on customer-facing applications, but they do not invest in internal applications. This can be harmful, as brands create conflicting differences in experience. Employees shouldn’t spend 10 minutes fighting internal applications and figuring out their jobs – they should just work.

Internal applications and processes must provide the same seamless and effective experiences as external ones. High-quality applications, processes, or internal workflows drive efficiency and innovation, and enable employees to spend time on higher-value tasks that positively impact customer experiences regardless of channel. Forward-thinking organizations will ensure that the user experience is consistent across applications without having to manage duplicates of processes just because the user interface (UI) is different.

2. Don’t get stuck in the past

Many organizations have been slow to modernize core processes because they are intertwined with pre-existing transaction or registry systems – processes and data stuck in the past. As a result, modern customer experience support requires the use of technical duct tape between legacy applications — rolling out manual processes for exceptions, or when things don’t follow a happy path, and a lot of cross-delivery workflows creating out-of-channel work in the background. Employees are not productive and they are frustrated – something no organization can afford – and this can carry over into customer experiences.

With today’s low-code application platforms, we can avoid disturbing that historical footprint and company knowledge and instead integrate disparate systems and data together in the right context, into a comprehensive workflow centered around experience and results for customers and employees.

3. Embrace reuse

Building apps from scratch is expensive and labor intensive, reinventing the wheel with each new business need. Unfortunately, this is the approach many organizations use, starting with a channel or user interface – web, email, mobile, etc. – and creating an app for this moment of engagement. Organizations need to build one-time processes — focused on workflow and results — and extend those processes across applications and workflows flexibly, making them future-proof and easily repeatable. This means having a design system with the same features and functionality in the same place so that users – internally and externally – benefit from consistent experiences.

Deploying a low-code platform to support all channels of engagement will bring additional organizational benefits. Professional developers have the flexibility of the tools they choose and the ability to extend core experiences; And business developers are empowered to build productive and efficient in-house experiences, backed by built-in firewalls.

The factory approach leads to massive reuse and efficiency over time. By implementing reusable workflows and business logic, you increase the consistency of experience and drive the learning curve. You are also getting close to eliminating old debts in a cost-effective way to create user-friendly apps. When this accumulated debt begins to disappear, there is room for more innovation.

4. Remember that low code is not only for smaller apps

Low code is still considered by many to be a thing for citizen developers working on a smaller scale, backlog tasks, and applications, but not all low code platforms are created equal. If you choose a low-code platform with a powerful automation engine and capabilities, you can also build innovative, enterprise-grade, scalable front-end applications. Low code can be a driver of innovation — creating new applications, processes, and experiences — both internally and externally, big or small. It gives more people the ability to quickly try new things, as well as fail and move on, while broadening the range of who can participate. When you can easily create better workflows, Everyone Using these apps enjoys interacting with your brand.

For an effective TX, you must think about brand experiences holistically: You need the right applications and workflows to drive innovation and keep customers and employees happy and engaged, and you Also Need to let people create those apps. By empowering all developers with low code, you create better development environments to innovate and get work done. In turn, these innovative applications and workflows improve transmission.

Janet Barlow is Vice President of Product Marketing for Intelligent Automation at Pegasystems. In this role, Janet and her team lead product positioning and high-impact market access strategies for the market-leading Pega platform and low-code process automation. Prior to joining Pega, Janet was Vice President of Product Management and Strategy for IBM Sterling, the market-leading portfolio of omnichannel order management and B2B integration. Janet is passionate about applying technological innovation to build new business models and solve challenging problems for clients.

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