2020 was a year that fundamentally changed people’s relationship with technology. For example, in the month immediately following the first lockdown (14 March to 14 April 2020), six million people – or 12% of the UK’s adults – made the switch to digital banking for the first time.
All the statistics suggest that the majority of those who moved online in 2020 will not start re-using offline resources when they are restored.
According to Gartner, 80% of companies now compete largely on the basis of the Customer Experience (CX) they provide – and the COVID-19 pandemic has only served to increase the importance of this.
In lockdown, with physical stores shut and call centres overwhelmed, the world moved decisively online – making digital CX a make-or-break issue for many companies. However, CX ≠ UX. To deliver a great customer experience, you must think about more than just the look and feel of your customer facing applications – you must think about the end-to-end process.
A modern application platform like OutSystems is ideal for creating the applications you need to support your customer journeys: new apps can be created in weeks and iterated in days – and incremental changes can be made in a few hours.
You can also leverage your existing in-house talent and skills without having to source additional scarce and expensive development resources.
But where should you start? What digital CX investments will deliver the greatest impact and the fastest ROI?
In this whitepaper, you will read in more detail about these topics: