1、SPECIAL REPORT: LOW-CODE DEVELOPMENT FOR CX CCW DIGITAL | WWW.CUSTOMERCONTACTWEEKDIGITAL.COM | 1 2021 SPECIAL REPORT SERIES WRITTEN BY: BROOKE LYNCH Accelerate the Road to Innovation with Low-Code This report is provided by SPECIAL REPORT: LOW-CODE DEVELOPMENT FOR CX CCW DIGITAL | WWW.CUSTOMERCONTAC

2、TWEEKDIGITAL.COM | 2 Daniel Murillo-Vargas Senior Product Marketing Manager Talkdesk Featuring Insights From: Kristoffer Featheringham Director, Multifamily Customer/User Experience & Human-Centered Design Freddie Mac Jerry Campbell Senior Customer Experience Manager 7-Eleven SPECIAL REPORT: LOW-COD

3、E DEVELOPMENT FOR CX CCW DIGITAL | WWW.CUSTOMERCONTACTWEEKDIGITAL.COM | 3 Innovation is always a priority as expectations grow and demand shifts, companies must be equipped to react and evolve at a moments notice. In the past few years, weve experienced the benefits of rapid, sophisticated innovatio

4、n. We no longer need to leave the house to pick up our weekly groceries and we can see our family and friends on our screens, all with the click of a button. These advances have become a part of our everyday lives, and they have prompted an expectation that assumes innovation and technology can seem

5、ingly solve all of our problems. But what happens when these heightened expectations eventually exceed our ability to develop sophisticated solutions? Traditional innovation is not fit for rapid, expedited transformation. Further, the complexity of the work requires expert, tenured talent that may n

6、ot be easy to come by. Combined, these factors are hindering leading companies in their ability to deploy accelerated innovation, halting improvements in the customer experience and slowing transformation over the long-term. To adapt, companies must leverage low-code to simplify and improve the inno

7、vation process, and give expert employees the ability to implement necessary changes in an instant. With accessible development, companies can continue to evolve as customers increasingly seek better, more exceptional experiences. This report will cover the importance of low-code development in enac

8、ting meaningful change and highlight solutions that will facilitate sophisticated, seamless innovation. By democratizing programming features, companies benefit from continuous, streamlined success and lead with sustainable innovation. SPECIAL REPORT: LOW-CODE DEVELOPMENT FOR CX CCW DIGITAL | WWW.CU

9、STOMERCONTACTWEEKDIGITAL.COM | 4 As we look to the future of customer experiences, we must understand the road to innovation. In the past, traditional development offered the most effective pathway to change; it utilized an entirely customizable, comprehensive technology build. Working from the grou

10、nd up, a team of programmers was briefed on the desired software features, they entered a discovery phase and finally launched into the development and testing phases with the IT team. This process is certainly thorough, but it does not lend itself to the rapid evolution of customer expectations. In

11、 todays digital environment, customers demand seamless, tailored support, and their idea of an exceptional experience can change in an instant. In fact, customers now base their idea of an innovative experience on every new and exciting interaction they have with a brand raising the bar across all i

12、ndustries. This new pace of change requires a modern take on the development process. It is no longer feasible for organizations to take months to years to innovate, they must be equipped to implement change flawlessly overnight. To achieve this, companies are leveraging low-code platforms to democr

13、atize development abilities and simplify the traditional path to innovation. According to Statista, global revenue in the low-code application market is now expected to reach $65 billion by 2027, as companies continue to recognize the importance of accessible development. Further, digital business a

14、cceleration has put pressure on IT leaders to increase application delivery speed making low-code the most valuable option for imminent innovation. The Rise of Low-Code Development “Writing code from scratch is time consuming and requires highly skilled resources that are in very short demand. When

15、organizations have to quickly adapt to unexpected circumstances, traditional development just cant keep pace. Especially if organizations lack the dedicated development teams needed to improve, create or modify solutions.” - Daniel Murillo-Vargas, Senior Product Marketing Manager, Talkdesk SPECIAL R

16、EPORT: LOW-CODE DEVELOPMENT FOR CX CCW DIGITAL | WWW.CUSTOMERCONTACTWEEKDIGITAL.COM | 5 By alleviating the challenges of traditional coding, companies can quickly improve their customer experience and simplify their agents workflow with fewer resources and greater success. Further, with low-code pla

17、tforms, organizations put design and development opportunities into the hands of individuals that truly understand the most critical needs of the customer and agent. In the past, this level of collaboration and shared innovation relied solely on the IT team, creating a disconnected path-way to devel

18、opment. Without practical knowledge of the users day-to-day, these improvements ulti-mately reflected the perspective of the programmer. Now, low-code platforms have created substantial opportunities for organizations to leverage the expertise and experience of their front-line and build a more sust

19、ainable pathway for long-term success. Dwindling Tech Talent Beyond the time constraints of traditional development, companies are also faced with a limited talent pool of candidates that can actually initiate the lengthy process. According to CNBCs 2021 Technology Executive Council Survey, 57% of t

20、ech executives stated that finding qualified employees is the biggest concern for their company right now. This talent shortage stems from heightened competition as major tech corporations and start-ups have taken the lead in securing the bulk of these top candidates. SPECIAL REPORT: LOW-CODE DEVELO

21、PMENT FOR CX CCW DIGITAL | WWW.CUSTOMERCONTACTWEEKDIGITAL.COM | 6 To give some perspective, Harvard Business Review reports that major tech companies like Facebook and Amazon initiated plans to bring on over 10,000 new product and engineering employees during the height of the pandemic, and tech sta

22、rt ups have increased the size of their engineering staff by almost 60% over the past decade. These numbers indicate a growing trend that inhibits innovation for medium and small businesses. Without the resources to bring on coveted engineering and development employees, many organizations are left

23、with no options to continue improving their customer experience. However, low-code platforms can enable these brands to leverage non-technical talent to facilitate transformation efforts. With these abilities, highly skilled programmers can continue to focus on high-level innovation while subject ma

24、tter experts and digitally-savvy employees can adopt a more technical role. Additionally, they can begin implementing intuitive changes that benefit the overall organization. Harvard Business Review researchers further this initiative, stating “The emerging winners recognize that the key to overcomi

25、ng the talent crunch is to widen their funnel of candidates by seeking those with a broader set of desired capabilities not only technical skills from a much more diverse pool.” By enabling all of their skilled and talented employees to take on a more technical role, companies of any size can contin

26、ue to improve and optimize their customer experience. Additionally, widening the traditional tech talent pool can create a more diverse environment, empowering all employees to work toward CX success. “The ongoing talent drought has resulted in fierce competition for tech developers. Large organizat

27、ions with greater budgets and resources have therefore been able to retain greater pools of talent, leaving medium and small businesses struggling to compete. This resulted in many companies delaying innovation. And when organizations dont have the right tools to meet customer expectations they ofte

28、n fail to deliver engaging customer experiences.” - Daniel Murillo-Vargas, Senior Product Marketing Manager, Talkdesk SPECIAL REPORT: LOW-CODE DEVELOPMENT FOR CX CCW DIGITAL | WWW.CUSTOMERCONTACTWEEKDIGITAL.COM | 7 With limited tech talent and a need for instant innovation, companies have turned to

29、low-code platforms to expedite the development process. Low-code systems give organizations the tools to streamline their user interface and customize the look and feel of their workspace. At its core, low-code gives employees the resources to take action and simplify their workflow with a visual, i

30、ntuitive format. Further, it provides users with the ability to be more flexible and creative with the software. Employees without an extensive background in programming can create a customized, seamless interface and address points of friction throughout their personal journey. Once employees who r

31、egularly engage on the platform gain access to these improvements, they can implement the most relevant changes and truly add value to their individual experience. Low-code workspace platforms help unify CX applications and create a singular view, ensuring that agents have everything they need in an

32、 accessible format. Users can extend their applications and integrations as tabs so they can easily work between tools. Additionally, they can leverage partner solutions to further customize their workspace with programs that enable features like screen sharing, sentiment analysis and employee recog

33、nition. Also, because needs differ between employees, the custom interfaces can also reflect each individual position. The functionality or feel of the workspace can be tailored for the agent, supervisor or administrator to ensure each user has access to the features they require. Customizing the Co

34、ntact Center with Low-Code “I am a huge advocate of close integration, organization and relationships between CX, UX and Front-End developers. I have seen many cases where they simply do not speak and only interact during handoffs. That doesnt pave a path to success. CX needs to create that common/s

35、hared destination in the Customer Experience, consumable by UX Designers across all teams.” - Kristoffer Featheringham, Director, Multifamily Customer/User Experience & Human-Centered Design, Freddie Mac SPECIAL REPORT: LOW-CODE DEVELOPMENT FOR CX CCW DIGITAL | WWW.CUSTOMERCONTACTWEEKDIGITAL.COM | 8

36、 Scalable Innovation Beyond the flexibility of a customizable framework, low-code platforms also enable instant scalability. With expedited development time, organizations can react to change and adapt in real-time. This level of innovation has become critical in the past year as companies were face

37、d with major volume influxes and forced to take on new employees, resources and technology. With low-code platforms, users can quickly learn and use capabilities through common and intuitive elements like drop-down menus. As they are able to seamlessly adopt new skills and implement real-time tweaks

38、 and improvements, companies can continue to innovate during periods of high-demand or when met with unexpected market changes. “Low-code platforms can indeed speed up development. With low-code, junior developers and sophisticated business users can carry out more mundane development tasks and free

39、 up skilled development resources to focus on more complex activities. Its a much more effective division of labor considering the scarcity of skilled programmers.” - Daniel Murillo-Vargas, Senior Product Marketing Manager, Talkdesk SPECIAL REPORT: LOW-CODE DEVELOPMENT FOR CX CCW DIGITAL | WWW.CUSTO

40、MERCONTACTWEEKDIGITAL.COM | 9 However, during periods of low-volume, organizations no longer have to limit their innovation; with the platforms ease of use, companies can train their staff to continue to improve their applications and decrease their time-to-market. Optimized Training and Onboarding

41、As competition for talent increases, companies must work to optimize training and coaching once they are able to take on new employees. With the great resignation underway, employees are becoming less and less willing to put up with inefficient training, complex workflows and difficult technology. T

42、herefore, leading organizations must prioritize solutions that can improve their employees day-to-day challenges. “Low-code platforms benefit organizations by reducing the number of developers needed, lowering IT backlog, shortening development times, and accelerating time-to-market. This influences

43、 the ROI provided by low-code platforms and also varies depending on business and use case. That said, according to Forrester research, 100% of enterprises that have im-plemented a low-code development platform report satisfactory ROI.” - Daniel Murillo-Vargas, Senior Product Marketing Manager, Talk

44、desk “Streamlined processes and technology enhance agent productivity by simplifying the customer interaction model. In todays environment, complex technology increases pain points for the agent and customer.” Jerry Campbell, Senior Customer Experience Manager, 7-Eleven SPECIAL REPORT: LOW-CODE DEVE

45、LOPMENT FOR CX CCW DIGITAL | WWW.CUSTOMERCONTACTWEEKDIGITAL.COM | 10 Low-code platforms can instantly optimize the training and onboarding process by providing the tools to craft an intuitive and seamless interface. Visual elements like drop-down menus allow employees to quickly learn and establish

46、streamlined routines. As they are able to easily adapt to the technology and implement real-time changes, employees feel a greater sense of responsibility, reducing the likelihood of attrition and creating a culture of continuous development. Once onboarded, employees are also equipped to facilitate

47、 more meaningful and personalized experiences for customers. Low-code platforms offer the capabilities to easily create an instant view into the most accurate and up-to-date customer data, giving agents a 360 degree view of their history and interactions. Additionally, when integrated with their exi

48、sting systems, organizations can ensure their data is accessible at every touchpoint. This gives employees the confidence to take on more com-plex work and establishes exceptional experiences and meaningful support. “Low-code platforms are also easy to learn and use, relying on common and intuitive

49、ele-ments, such as drop-down menus, checkboxes, and drag-and-drop elements to carry out development. Businesses can enact the changes that they need with the resources they already have faster than ever before. Onboarding is also greatly accelerated and allows newcomers to make an immediate impact.”

50、 - Daniel Murillo-Vargas, Senior Product Marketing Manager, Talkdesk SPECIAL REPORT: LOW-CODE DEVELOPMENT FOR CX CCW DIGITAL | WWW.CUSTOMERCONTACTWEEKDIGITAL.COM | 11 About the Author Meet Our Analysts Brian Cantor Principal Analyst & CCW Digital Director Michael DeJager Principal Analyst & Division