Low-Code CX Is on the Rise

The pandemic pushed through digital transformation and accelerated companies’ efforts to respond more quickly to customer inquiries and demands. Speedy responses became an essential part of organizations’ customer experience strategy during the pandemic, said Eric Krapf, publisher of No Jitter. The news and analysis website shares parent company Informa with Channel Futures.

“As it happened, the earliest, simplest use cases for CPaaS — things like SMS-based alerts and reminders — were tailor-made for pandemic-driven scenarios like food delivery and curbside pickup,” Krapf wrote in an opinion piece.

However, enterprises can go beyond these simple CPaaS use cases. They can adopt CPaaS low-code/no-code options.

“The idea that you don’t need high-priced, potentially hard-to-find developers to add functionality to an application has obvious appeal for enterprises,” Krapf said. “It’s an especially powerful idea for CX, which has become such a critical differentiator for enterprises competing for business from a public whose demands and ways of interacting with businesses are constantly changing.”

CPaaS low-code/no-code is purpose-driven to an enterprise’s needs, and it gives them more autonomy over their technology development for CX. Companies will continue to adopt low-code/no-code tools in the year ahead.