Use a Modern App Platform and AI to Deliver Frictionless Customer Experiences
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The document discusses the importance of delivering a modern customer experience (CX) through the use of advanced app platforms and artificial intelligence (AI). It highlights the shift from traditional customer interactions to a dynamic, omnichannel approach that enhances customer engagement and satisfaction. The text emphasizes the need for companies to listen to customer feedback and continually iterate their applications to improve experiences and reduce customer effort.
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Thousands of customers worldwide trust OutSystems—the only
solution that enables the visual development of entire application
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Learn more at www.outsystems.com
Next steps with [Swaran Soft Support Solutions
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Swaran Soft is a Digital Transformation experienced in Digital Adoption,
Omni Channel Commerce, IoT, ML, AI & Big Data. We serve large Global
Corporates, Government, Institutions & Innovation Hungry Startups for
end to end IT adoption & business continuity services.
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associations.
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www.lowcodedigitalfactory.com
Swaran Soft
- Tech Simplified - Partner
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Use a Modern App Platform and AI to Deliver Frictionless Customer Experiences
- 1. Use a Modern App Platform and AI to Deliver Frictionless Customer Experiences Build apps fast, right, and for the future Brought to you by: Swaran Soft - Tech Simplified -
- 2. Deliver a modern customer experience For any business, the goal is to continue attracting new customers and retain existing ones, all the while ensuring increased customer satisfaction and revenue (not always in this order). Customer experience, or CX, is a crucial part of that; and my has it changed. Rather than a “one-and-done” model where a customer visits your store, website, or app, customer engagement is now ongoing and dynamic. There are innumerous touchpoints where customers can engage with your brand—website, app, social media, chatbots, and calls centers—and their CX opinions are impacted and formed based on the sum of those parts. As a company, you are likely wrangling questions around customer acquisition, retention, loyalty and lifetime value, and churn. Customers also are influenced by peers, social media, and the way your services and apps are reviewed online. CX entails tactile experiences (like, was the customer’s need/issue resolved on a call with the contact center?) and it also entails the softer side of humanity (think perception and emotion here). It’s important to address all those feelings so you can better understand your customer and, in turn, make a more delightful experience for them. In this eBook learn about using customer feedback and artificial intelligence (AI) to help you constantly iterate and improve your application releases, and in turn deliver coveted omnichannel presence and frictionless customer experiences. 1 OutSystems, “What Is Customer Experience?,” November, 15, 2019 “According to Forrester, 95 percent of customers use three or more channels to connect with a company in a single service interaction. This means their experience is shaped, not by their interaction with a single channel, but rather by what McKinsey calls a cluster of interactions that spans multiple channels.” —Mariana Henriques1
- 3. Multichannel Omnichannel Multiexperience Mindset Device-centric Channel-centric Journey-centric Dialog priority Inside-out Inside-out Outside-in Channel/touchpoints interconnectedness Multiple/ disconnected Multiple/connected Multiple/consistent Main driver Increase reach Increase conversation/sales Reduce customer effort/boost adoption Interaction modalities Keyboard Mouse Touch Keyboard Mouse Touch Keyboard Mouse Pointing device Touch Gestures/motion Chat Voice Vision Others User “job” context preserved inside Same-channel Across channels Across channels and interaction modalities Key CX terms to know There are several terms that are central to understanding CX. Let’s start with multichannel. This is the term used to contain all the individual parts—for example, your website, your social presence, your store. But everything is in a silo. Omnichannel, sometimes referred to as a cross-channel approach, takes that a step further and connects the dots. An omnichannel strategy comprises the various touchpoints where customers engage with your brand. It’s consistent and integrated across those touchpoints. Consider a forgetful browser/app that doesn’t remember your customers across the touchpoints. That creates a disjointed experience—not good. Your customers want to be known, seen, and remembered. Instead, consider an experience that is connected and has a memory like an elephant. It recognizes and remembers what your customer has previously done and acts like it. True omnichannel is the goal—but it’s tough to get it right without the proper tools and skills. And then there’s multiexperience. We’re getting a bit into the weeds here but stay with us. Gartner has recently classified this concept, which is related to, but not the same thing as, omnichannel. In Gartner’s view, multiexperience refers to the “various permutations of modalities (e.g., touch, voice and gesture), devices and apps that users interact with on their digital journey across the various touchpoints.”2 Multiexperience development platforms (or MXDP), are technologies like OutSystems, with features that enable this—and we’re proud to be a leader in Gartner’s 2020 Magic Quadrant. 2 Gartner, Gartner Glossary
- 4. Customer experience vs. user experience The terms customer experience and user experience (UX) are often tossed around as if they are interchangeable, but there is a distinction. In short, UX is the process behind helping someone complete a task such as ordering a service online. It’s everything from how quickly the order is confirmed to ease of payment, etc. CX, on the other hand, is the overall feeling a user takes away from an experience, the culmination of all those UX moments that form how a customer feels emotionally after using an app or other interaction with a brand. More so than UX, CX encompasses how well the processes that support your apps are really organized and optimized to serve customers across all touchpoints. To learn more about the nuances of UX and CX, check out this blog post.
- 5. Feedback loops: Are you listening to your customers? Are you listening to your customers—really? As consumers, we have all likely experienced that moment of frustration on a site or app only to be prompted to give feedback. You fill out the form, take time to give specific notes or experiences, only to revisit the app weeks or months later and it’s still the same poor experience, like no one is listening. From a company perspective, you probably can guess that your customers would have helpful feedback, but you haven’t asked them. It’s essential to have a process for doing so on a regular basis across all channels. Known as a “Voice of the Customer” program, it includes sending surveys after important interactions as well as one-on-one interviews, focus groups, and interviews with support team members to find out what they’re hearing from customers. Forrester surprisingly predicts that firms cutting tech spend in 2021 will improve CX by having a single voice-of-the-customer program and a consolidation of CX tools and technologies: “This move will save organizations hundreds of thousands (or millions) of dollars—but it will also help them realize the value of the technologies that remain. In 2021, we’ll see more of these strategic efforts, especially because they will enable companies (particularly those that take a holistic, systematic approach) to better deal with the forced evolution of CX caused by the pandemic.”3 At OutSystems, we deliver a modern application platform to help you create frictionless experiences. And we have a motto: Build apps fast, right, and for the future. “Building apps right” means creating them in a way that functions well, especially for the end user. To help you create apps right means paying attention to what your customers are saying, too. OutSystems includes user feedback right out of the box, so it’s easy to receive customer feedback directly within the apps you build. With the ability to iterate often, you can make tweaks and improvements to your apps whenever they are needed. And the platform integrates with any system, including user analytics tools utilized by many companies. 3 Forrester, “Predictions 2021,” 2020
- 6. Customer story: thinkmoney becomes more responsive with revamped CX OutSystems customer thinkmoney, a U.K. bank, needed a more agile way to improve its digital services and accelerate customer experience improvement. It had relied on a platform provider for every change to its digital services. Change requests held up innovation, and worse, paying a third party for every piece of development was costing a fortune. Partnering with OutSystems, thinkmoney overhauled its customer onboarding journey and online banking experience. With OutSystems training a newly created thinkmoney development team, the company soon had the freedom and agility to fuel fast-paced, customer-centric innovation. The team delivered three business-critical digital experiences in six months, including: • A new customer onboarding process—delivered in seven weeks • A new class-leading mobile banking app— delivered in 14 weeks • A new online banking system—delivered in 26 weeks from start to finish. And the results have been impressive—customer onboarding completion has improved by 30 percent, and customer acquisition marketing costs have reduced by 21 percent. Moreover, the bank’s contact center workload has dropped significantly, as 75 percent of customers now prefer digital, self- service channels. Innovation continues at pace. The bank made five app store deployments within its first three months, and it can update the customer onboarding experience on the fly to continually experiment and optimize. For more details, watch this video.
- 7. A faster way to build apps on the cloud OutSystems is the modern application platform for the software that makes the difference. Using visual, model-driven development, AI-powered tools that improve the entire application lifecycle, and a cloud- native platform, you can quickly and easily build, deploy, and manage software. OutSystems helps developers build serious applications quickly and efficiently. An environment with industry-leading AI-based assistance ensures apps are built in days or weeks instead of months or years. Platform services, also with AI, provide automation enhancing the entire application lifecycle so apps can be deployed with a single-click and managed with unparalleled ease. Whatever you build fast must also be built right. At the heart of the OutSystems platform are integrated tools and automation services that ensure modern, enterprise-grade, cloud-native applications are secure, resilient, manageable, and built to scale. OutSystems is designed to manage change, enabling rapid innovation, and ultimately delivering modern applications that evolve as businesses and technologies do. Create smooth omnichannel experiences using OutSystems on AWS Amazon Web Services (AWS)—and parent company Amazon—know a thing or two about using customer input to inform changes and create features. OutSystems has been an AWS partner since 2013. In Dec 2020, OutSystems announced a multi-year Strategic Collaboration Agreement (SCA) with AWS. Combining OutSystems with AWS allows organizations to significantly reduce the time, resources, and cost of managing infrastructure and upgrading hardware and software. The two companies work together, investing in people, technologies, and processes that will help customers as they adopt OutSystems Cloud. AWS provides scale, reliability, and security behind the scenes for OutSystems customers. The OutSystems-AWS collaboration allows users to employ enhanced DevOps, data and analytics, AI/machine learning (ML), and other AWS services that help them deliver the most seamless CX possible. AI can help accelerate app development and efficiency and allow end users to interact with apps with ease, resulting in greater satisfaction for your customers. With OutSystems powered by AWS, you can keep releasing app enhancements to customers and incorporate their feedback to make it better— driving frictionless CX.
- 8. April 2021 Are you ready to deliver frictionless CX with a modern app platform? OutSystems on AWS gives you the agility to stay one step ahead of the competition. Get out of the pre-built software rut—build a 360-degree customer-view using real-time data and create perfect-fit experiences for your customers. To learn more about how companies have used OutSystems, watch this webinar: “Rapidly Transform Your Customer Experiences with OutSystems.” Visit OutSystems in AWS Marketplace.
- 9. Try OutSystems for free About OutSystems Thousands of customers worldwide trust OutSystems—the only solution that enables the visual development of entire application portfolios that easily integrate with existing systems. Learn more at www.outsystems.com Next steps with [Swaran Soft Support Solutions Pvt. Ltd.] Swaran Soft is a Digital Transformation experienced in Digital Adoption, Omni Channel Commerce, IoT, ML, AI & Big Data. We serve large Global Corporates, Government, Institutions & Innovation Hungry Startups for end to end IT adoption & business continuity services. We envision longevity in our business relationships for a win-win associations. Want to know more? Contact Swaran Soft Support Solutions Pvt. Ltd.: [email protected] Email Swaran Soft Support Solutions Pvt. Ltd. Visit our site to learn more www.swaransoft.com www.lowcodedigitalfactory.com Swaran Soft - Tech Simplified - Partner SALES