Low-Code CX: Smoother Than a Fresh Jar of Skippy

Catchy musical hooks only need a few seconds to get stuck in your head.

So let’s drop the beat on this Funtime Friday blog, with a low-code parody of Uptown Funk. A monster hit by Mark Ronson, featuring Bruno Mars. And one of the funkiest Billboard Hot 100 songs ever…. Ahem…testing, one two, one two…testing, one two, one two…

…Stop. Wait a minute.

Upgrade my platform, put some low-code in it.

From finance and healthcare to retail and smart cities,

Low-code crushes CX goals

Smoother than a fresh jar of Skippy….

Yep, Skippy peanut butter’s smooth. The creamy kind. On bread. With Jelly. Straight out of the jar. The perfect metaphor for smooth customer interactions, like my online shopping experience with Nordstrom.com.  It began with an email confirmation of my order. Which included shipment tracking numbers. And the expected delivery dates for my two packages. One package was scheduled for delivery by FedEx. The other by the US Postal Service.

Unfortunately, both packages were shipped to the wrong address. (My bad. I fat fingered the shipping address, while binge watching Bosch on Amazon Prime, with peanut butter and jam snack in hand).  I called FedEx to update the address. But got redirected to Nordstrom customer care. Ditto for USPS.

So I call Nordstrom. And a contact center rep immediately answers the phone.

“Hello Mr. Alston. This is Jennifer….How can I help you today?

“Hi Jennifer. I need to update the shipping address on my online order. Can you help me with that? 

“Sure. Let me take a look at your order…. (She pulls up my order history on her computer). OK, I see your order. I can update your shipping address with FedEx, and have that package re-routed. But the postal service delivered your other package to the original address today…Give me a minute, and I’ll process a replacement order for this item, and get a new one sent to you right away….”

“Perfect, I said. So, will I get charged for the order delivered to the wrong address?

“No, said the rep. “You won’t be charged any additional fees for that….” Is there anything else I can help you with Mr. Alston?

“Nope, that’s it.  Thanks for your help.”

This is what smooth CX looks like. Speedy, effortless problem resolution. No clunky self-service menu to navigate. No waiting in a call queue, or getting transferred to another rep, who has no idea why I called in the first place. Nope, my Nordstrom experience was the opposite of that. The contact center rep made me feel like she would do whatever it took to solve my problem. Which made me feel like my time was valued.

This kind of smooth CX is sticky. It’s catchy. Creates an emotional bond with customers.  Which is precisely why I’m hooked on Nordstrom.com.

In the world of business process automation, the best low-code platforms allow you to quickly build customer-facing apps that deliver smooth customer interactions across mobile, chat, desktop social media, whatever. Intuitively, this builds brand loyalty, drives repeat sales, and increases customer value. The question is, does your Business Process Management (BPM) platform measure up?

This is an important question, because BPM failure can be catastrophic. Like the back office meltdowns that derailed CX with the major airlines this summer. It caused numerous flight cancellations at Delta, Southwest, JetBlue, and United. And stranded thousands of ticked off customers.

Not to mention the cost of this back office mayhem. Or the huge penalty paid in bad PR, customer dissatisfaction, and lost revenue.

Back to the CX low-code connection. Does it really matter whether your app development platform is low code or not? Whether low-code platforms are more flexible than custom app software? That they allow you to build enterprise apps 10x faster than conventional BPM platforms? Or that low-code platforms quickly connect back-end process and data to drive smooth customer interactions?

Damn skippy!

Honchos hit your hallelujah (whoo)
Honchos hit your hallelujah (whoo)
‘Cause Appian gonna give it to you
‘Cause Appian gonna give it to you
We’re Appian platform, and we’re in the spot
Don’t believe me just watch (break it down)

Appian platform pump you up,

Appian pump you up (say whaa?!)

Roland Alston