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How to Advance Your Digital Customer Journey Strategy with Low-Code Automation

Aarti Krishnakumar

Nov 14 2022
digital customer journey low code automation

Introduction to Low-Code Automation & Customer Journey 

We have written in detail about Low-code and how it benefits companies across processes, systems, and customer experience. Low-code/no-code automation is swiftly gaining traction in virtually every industry. According to Gartner, by 2024, seventy-five percent of significant businesses will use at least four low-code development tools instead of only one. It makes sense, especially considering the numerous commercial advantages of this kind of automation.

Many firms have adopted a siloed approach to automation. Initiatives for automation are frequently carried out within a particular department, business function, or geographic area. However, a fragmented strategy lessens automation’s benefits and makes scaling challenges.

With low-code automation, business users and developers may create, automate, deploy, and make changes to applications, workflows, and processes with little to no coding knowledge. With the help of the solution, business-critical operations may be quickly digitalized and optimized, freeing up staff members to work on more complex projects. Teams/individuals with only essential coding experience can quickly create workflows, applications, and procedures.

The customer interaction with your business is known as the customer experience (CX). Ultimately, CX is all about the impression and feeling a client has of your brand after interacting with it. CX is the culmination of all these encounters and their impact on the customer because they now occur across numerous channels and touchpoints.

How does Low-Code Automation work?

Unlike conventional back-end computer programming, low-code automation takes a more visual approach by using pre-designed templates and an easy-to-use drag-and-drop interface to construct programs. Additionally, it speeds up the development processes by enabling users to reuse the components whenever they wish. Low-code technology allows business and IT teams to automate and digitize their business processes without creating significant code.

As repetitive operations are automated and the number of resources needed to create digital products decreases, developers will concentrate on incorporating fresh, cutting-edge features.

Cloud migration will speed up this transformation and benefit numerous techniques, such as CI/CD and infrastructure-as-code.

What defines a “just right” strategy for low-code automation? The study carried out by Forbes on scaled automation discovered the following information:

• A single-vendor strategy for automation is viewed by 99% of enterprises as the best way to address the problems of siloed efforts and scalability.

• Four of five automation decision-makers stated that an automation platform must be simple and intuitive.

Business line managers choose platforms that are easy to use (71%), easy to learn (73%), and have excellent integrations with current technologies (74%).

The most significant benefit of low-code and no-code is that it enables brands to speed up development timelines and introduce new, enhanced, or improved CX services to the customer.

CX/Customer journey design utilizing low-code or no-code is a continuous process of removing pain spots in the customer journey while improving the overall customer experience, similar to most customer-centric projects.

This iterative approach gives the UX team information to make reasonable design adjustments and test again with people. Only when the CX is an excellent product built or expensive product development is undertaken. The procedure, he continued, can be incredibly easy or extremely complex and could involve anything from changing the appearance of a mobile app to changing the messaging on a website.

Why do businesses need to pay attention to low-code automation?  

businesses pay attention to low-code automation to improve customer journey

Source: McKinsey

What goes into a Successful Digital Customer Journey Strategy?

A solid digital Customer Journey strategy necessitates the ability to design experiences specifically branded for your company and to alter or add functionality quickly and affordably to keep up with customer demand now and in the future.

What characteristics define a fantastic digital client experience?

An approach that encompasses speed, convenience, consistency, and simplicity of access to goods and services over a complete digital journey, making it more than just a mobile app or customer portal. The following are the essential elements to remember when developing a digital Customer Journey strategy. 

Customer feedback

A successful digital customer journey/experience execution involves swiftly meeting consumer demand. Commercial off-the-shelf (COTS) solutions, intended to be somewhat customized, make it challenging to introduce new goods quickly and pivot even more rapidly. Avoid solutions that mimic those of your competitors if you want digital CX to function as a competitive advantage. To do this, your business’s digital customer experience strategy should enable you to interact with customers in novel ways and quickly and easily adapt to their changing needs.

Seamless processes across touchpoints

Companies must be able to provide top-notch experiences for all touchpoints and kinds of engagement. However, traditional development, which necessitates many dev teams with various specializations and levels of skill, is expensive and time-consuming, and COTS solutions make it difficult. Delivering consistent, frictionless, and linked customer journeys across channels is crucial, whether the channel is mobile, online, chat, voice, or AR/VR. But to do this, you must design pixel-perfect user interfaces that accurately reflect your distinct brand identity and use the appropriate architecture to support fluid animation and quick page loads.

End-to-end automation

The modern consumer demands quick, simple, and convenient self-service tools. By minimizing manual and repetitive labor, businesses can increase productivity, save expenses, and improve the standard of their customer services. It should be simple to link to any existing record-keeping systems or third-party services, such as SAP, Salesforce, or Paypal. Utilizing visual process modeling and automation that connects with current technologies is also crucial.

Scalable solutions

Leaders focusing on digital CX must scale confidently and rely less on highly qualified developers, external services, or COTS solutions with constrained capability and scalability. Organizations may create future-proof apps that can scale to support millions of simultaneous users without experiencing any lag time by using a modular, standards-based architecture.

Benefits of low-Code automation concerning customer journey

benefits of low code automation in the digital customer journey

Digital customer journeys in Banking

A digital customer journey is a visual representation of all customer interactions with the business to achieve a particular objective. In this case, customers would go through two or more steps to successfully apply for a personal loan or housing mortgage from a banking institution.

Loan or Mortgage - Customer Journey

Loan or Mortgage Orientation 

Customers are contacted by an outbound marketing team from the bank to enquire for loan requirements OR they could be interested in a particular banking service specific to their mortgage requirements and might approach them through traditional channels like web/phone/email.

Document Submission

Upon successful qualification based on preliminary queries, the customer submits the necessary identity and financial documents through online submission or through a collection agent, who routes the documents to the bank, then forwards it to a credit review team.

Credit Review

The customer then awaits feedback and approval from the bank via the credit review team, which carefully verifies the paperwork to determine the eligibility limits and creditworthiness of the individual seeking the loan.

Account creation and onboarding

Customers get an authorized letter with detailed APR and mortgage closing instructions on successful approval. They can now complete the necessary closing paperwork to fulfill home-buying formalities. Upon completion, they are given access instructions to review their loan details online.

Post disbursal support

Once the mortgage amount is successfully disbursed, the monthly EMI schedule terms kick in, and the customer is notified about the payment schedule. They can contact the bank for supporting documentation like tax certificates or adjustable-rate updates through email/phone/online chat.

Learn more about digital customer journeys in various industries:

  1. Digital customer journeys in Banking
  2. Digital customer journeys in Insurance
  3. Digital customer journeys in Healthcare

How do you know you have the right low-code automation platform?

A customer-centric platform that enables everyone to contribute to the automation and transformation of digital workflows brings about a wide range of advantages. With low-code automation, businesses can finally realize the full potential of their workforce, utilizing all available resources and lowering their reliance on IT for automation development. 

The bonus is that non-technical stakeholders can quickly develop, automate, and transform digital workflows and other complicated processes by utilizing their expert understanding of company operations and processes. Team members with stronger technical backgrounds can concentrate on activities requiring more advanced programming because citizen developers can fully automate operations.

For quicker, more lucrative, and more scalable outcomes, business analysts and citizen developers can effectively work alongside IT experts and professional developers. Increased collaboration and productivity facilitate a better customer experience, and enterprises profit from more flexible and agile workflows.

Low-code automation platform trial – Autonom8

Enterprises can build consistent, future-proof consumer touchpoints across online, mobile, wearable, conversational, and immersive experiences using the no-code and low-code solutions available on the Autonom8 Platform. Our automation solutions offer quick and seamless integration with various products and platforms; it makes automation accessible to people of all skill levels, including citizen developers, bridging the knowledge gap and ensuring scalability. 

FAQs on Digital Customer Journey Strategy with Low-code

What is Low-Code Automation?

With little coding experience, users can automate application processes using low-code automation tools. The most popular parts are typically integrated through visual modules so that people may use them quickly. However, coding expertise is required when carrying out intricate or particular interactions.

How do you define Customer Journey Strategy with reference to Banking?

Banking customer journey automation creates a predetermined path to assist clients with whatever assistance they might require. It aids in enhancing interactive features, communications, and client interaction. Using tools that evaluate and improve your data with programs to give pertinent, timely targeting and messages improve the client experience.

How does Low-Code Automation help boost customer journey?

By 2024, 66% of major enterprises will use at least four low- or no-Code platforms, and 65% of apps will be developed utilizing these platforms, according to Gartner. In a similar vein, Forrester estimates that by 2022, the market for low-code technology platforms will be worth $21.2 billion. Business applications can be developed utilizing drag-and-drop interfaces, pre-built shortcodes or blocks, and a lesser amount of heavy coding thanks to low- and no-code platforms. The amount of money and effort needed to develop these apps is significantly lower. Subsequently, these platforms help businesses improve customer engagement and create better experiences.

What are the elements of a Successful Digital Customer Journey Strategy?

Understanding customer behaviour and acting upon feedback
Seamless connection across touchpoints
End-to-end automation of processes
Scalable solutions