While many organizations recognize the value of exceptional customer experiences, building and maintaining compelling customer journeys can be challenging. With ever-changing consumer behavior and new channels becoming available, many organizations lack the necessary technologies and operational agility to keep up. Legacy systems often lack the flexibility required for connected digital channels, automation, and organization-wide integration, which are key pillars in creating modern end-to-end customer experiences. In a recent whitepaper, we delve into two strategies that businesses can implement to overcome these challenges to provide superior CX: creating a composable enterprise and enabling democratized IT.
Research by Forbes Insights revealed that among 45% of companies, delivering great CX was listed as one of the top three priorities. Moreover, it is increasingly apparent that CX is closely linked to organizational success, with 63% of high-growth organizations striving for excellent CX standards, compared to just 37% of low-growth companies prioritizing CX. Providing exceptional customer experiences not only helps retain customers but also directly impacts financial outcomes. In fact, 41% of executives believe that successful CX can help reduce costs.
Composable enterprises break down their technology environments into smaller building blocks rather than using large monolithic systems. This allows them to easily and quickly combine different blocks to meet specific business needs, without relying heavily on IT and DevOps teams. The benefits of such an approach are especially pronounced in communication flows and customer engagement applications when these pre-packaged building blocks are leveraged within a low-code or no-code environment. This approach allows teams to create, operate, analyze, and improve these applications independently, enabling faster time to market and more innovation. The transition to a modular architecture helps accelerate digital transformation and improve customer engagement compared to traditional development approaches.
Democratizing IT enables more workers to participate in technology-enabled programs. Technical and non-technical workers alike can take advantage of the low-code/no-code environments to innovate and collaborate like never before. As a result, organizations can prototype new ideas, test them, and launch them faster.
The democratization of technology empowers a wider range of employees to support everything from developing applications and analyzing data to operating and managing customer experience journeys. The rapidly evolving landscape of consumer expectations has further accelerated this trend, making it a permanent shift for businesses. By embracing IT democratization, companies can foster greater flexibility and resilience, allowing them to adapt to changing market demands and remain competitive in the long term.
Transforming into a composable and democratized IT organization can lead to dramatic improvements in customer experiences and processes. Although this strategy should be approached as a long-term initiative, there are solutions available that can help companies jumpstart their journey toward achieving their goals. For example, Webex Connect offers a range of ready-made tools that businesses can leverage to simplify this transformation.
To learn more about delivering compelling customer experiences faster and gaining a competitive advantage in CX and IT, download your copy of ‘The Composable Enterprise and IT Democratization – The Competitive Advantage CX and IT Leaders Need‘. This resource offers valuable insights and a checklist to help guide your transition toward a more agile, responsive organization.