Low coding the customer experience
For a long time, organizations have had two alternatives when they needed new information systems. They could build a new one using their own developers, or they could buy from an external vendor. The “build” approach, like a custom suit or dress, offers a close fit to business requirements. But as with custom tailoring of clothing, it typically means higher costs and a long wait. Systems from vendors, like retail clothing, don’t fit as well but are typically much cheaper and can be installed faster. Sometimes companies can configure these systems, but firms often find it easier to change their business to suit the system than vice-versa. Nowadays, however, there is a third alternative that is becoming increasingly popular. Low code/no code (LC/NC) applications can provide a close fit to business requirements, can be implemented quickly, and typically cost much less than systems developed in-house. These applications don’t accomplish these benefits by magic, they turn over development to users – also known as citizen developers – instead of professional system developers. With point-and-click or pull-down menu interfaces, users can usually design and implement their individual or departmental systems in a few hours. The software may also have a conversational or search interface. Few, if any, programming skills are required.
The low code approach is now getting into the spotlight of telco service providers customer experience domain. With new services being provided to consumers and an increasingly important role in the B2B value chain through the introduction of 5G, new IoT applications and the abundance of available data for AI/ML, the ability to build, maintain and update customer journeys with flexibility, agility and few coding knowledge opens up a lot of new opportunities for operators to amaze their subscribers and deliver unparalleled experiences, from the discovery and purchase processes until activation and relationship management, among others. It enables experiment, prototype and delivery of customer experience applications and journeys in days or weeks instead of months. Developing customer journeys with low code also allows service providers to introduce new capabilities and features along each of their software deliveries, bringing state-of-the-art customer experience technologies to the market as soon as possible (or sooner than the competition). For example, the introduction of 5G is creating new digital channels and making available more customer data, which makes it important to build context-aware applications across multiple channels. In this way, customers can get a contextual and personalized experience across any channel and build a happy and healthier relationship with the operator.
In a nutshell, a cloud-based, telco-oriented low code experience platform is key to support the new consumer and enterprise business requirements and brings several benefits to service providers, such as:
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The user experience for service providers is going through a revolution and using the low code approach to allow citizen developers to take an active part in it unlocks a lot more opportunities to disrupt this domain. Let’s low code the customer journeys of the future!
