Low Code / No Code: The Advent of Digital Transformation and Customer Experience

Low code / no code is setting a new benchmark in software development and the advancement of digital transformation. Although a relatively new concept in Malaysia, low code / no code solutions are quickly gaining traction among local businesses because of how it flawlessly bridges the gap between business and technology.

The advent of low code / no code has made it possible for non-IT personnel to master it without prior experience in programming, giving rise to more ‘citizen developers’. Gone are the days of lengthy processes tied to traditional coding and this could free up overburdened IT resources, especially with the shortages of skilled developers and engineers locally. Moreover, a report by Gartner also found that 80% of technology products and services are predicted to be built by those who are not technology professionals by 2024.

The impact of low code / no code development extends beyond IT. The downstream effects of increased development speeds include the ability to cultivate better customer experiences (CX), allowing organizations to quickly adapt to market changes or customer needs.

Faster response times can lead to more satisfied customers. This presents the question: how can low code / no code transform CX and minimize any friction and frustration that is crucial to building a strong customer base, while also setting the stage for revenue and business growth?

Breaking down barriers

CX is the crux of business growth – retaining customers, increasing sales and opening opportunities for upselling. It is what keeps customers coming back for more. According to Google’s e-Conomy SEA 2021 report, 70% of businesses in Malaysia are expected to increase the usage of digital tools to engage with their customers better in the next five years. Low code / no code has the opportunity to help rebuild customer experiences with speed and precision, highlighting its important role in the CX ecosystem for brands and businesses.

Low code / no code platforms are software development programs that require minimal to no source coding or programing to build and design applications allowing developers – or ‘coders’ – and citizen developers – to drag and drop application components, to connect and create applications. These features allow non-technical users to achieve what was previously only possible with coding knowledge.

This cuts down on the lengthy processes around having leaders translate their needs through the various layers of an organization. By fully automating the technical back-end processes, these tools now make it easier for more people across various departments in the business to deliver enhanced CX. The possibilities around the challenges that can be addressed are literally endless. After all, it is not just about the various general scenarios, such as customers calling for service. Indeed, these apps have the potential to assist businesses to better serve customers by recognizing exactly who they are and where they are on their journey, while also helping customers achieve better outcomes.

Appetite for rapid delivery

The traditional approach of automating core business processes can usually take up to a year.

With the potential to solve complex issues and challenges in a matter of weeks, these solutions present organizations with the opportunity to build powerful applications to address customer issues quickly and easily. Low code / no code platforms grant businesses the flexibility to adapt to market changes and customer needs quickly through the fast and rapid delivery of up-to-date apps or effortless updates of existing apps, to keep up with customer expectations as well as CX trends.

Looking ahead, low code / no code has great potential to impact and transform the CX of the future. The magic behind this powerful tool is greater amplified when combined with other solutions such as Conversational AI and automation. From more user-friendly business interfaces for increased automation and fast, easy implementation, to enhanced knowledge-based guidance for increased agent efficiency and accuracy, the benefits for businesses are boundless. Helping to remove any friction from adoption will also help unleash the power of AI across multiple industries, bringing CX to a whole new level.

Whether a local enterprise or multinational corporation, the sky is the limit with the integration of low code / no code. It is undeniably creating its own path in the future of enterprise AI solutions, granting businesses, small and big, increased accessibility to technologies to open doors to more significant opportunities and greater business success.

By Ravi Saraogi, Co-founder and President of Uniphore APAC

22 March 2022

Author: Terry KS

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