Can You Automate Customer Delight?

The pithiest truism in the world of business is perhaps this: “Sales trump all.”

There’s a reason for that. Getting one sale is achievable. But businesses are built on repeat sales. The second sale (just like the second album for a rock band) is the real test. We live in a world where the customer holds the money, the knowledge, and the drive to find what’s best for them. They will stay loyal to your brand under one condition: if you delight them and surpass their expectations. Brands that fail to do this soon find their luck running out as customers flock to other businesses that understand the power of customer experience and its capacity to delight.

Customer delight is what keeps sales coming. It’s when every time your customer thinks of you, they have positive thoughts. This happens only if you take control and ensure that the customer feels like more than just a 'category'—they feel recognized as individuals. All interactions between your business and the customer must be personalized while remaining efficient. Otherwise, operational complexity can become unmanageable.

The PEOPLE who represent your business (salespeople, customer support, account managers, etc.) need to operate in a way where 'going the extra mile' becomes 'business as usual.' But achieving this consistently is easier said than done, and maintaining it over time is even harder.

For the last 50 years, the big challenge in business has been: How do you deliver great customer experiences, delight every customer, and do it at scale? The essential question is: Can you turn slow, hard-to-scale, error-prone tasks into positive interactions that help customers? Can you automate customer experience (CX)? If you can, then you can automate customer delight as well. Let’s delve deeper and explore what Customer Experience Automation (CXA) truly is.

What is CXA?

First, let’s make one thing clear: CXA is not a technology or an application; it is the pursuit of a state of systems.

Understanding the Core of CXA

It helps to think of customer experience automation as a set of four concentric circles.

1. Orchestration: This is at the very core. Simply put, orchestration means that although your business has many departments, each with numerous people and varied responsibilities, to the customer, you are a single entity. Every interaction a customer has with your business must seamlessly connect with the next. This requires an overarching layer of orchestration across all your operations. When done right, this ensures that every customer engagement happens at the right time and in a relevant manner.

1. Personalization: Once the orchestration challenge is solved, the next step is to personalize customer interactions. This means that, in addition to feeling coherence in their interactions, customers should feel that their experiences are tailored to them. They should sense that you understand them, know what they want, and respect that. Achieving this means that every customer interaction feels unique and meaningful.

1. Segmentation: This is the first step towards adding scalability to customer experience automation. Segmentation involves grouping customers based on shared characteristics so that communication can be tailored at the group level while still being perceived at the individual level.

1. Automation: The final layer in the pursuit of scalability is automation. Think of this as using chatbots and sophisticated workflows to handle common, high-frequency tasks. This frees up the mental space and time of human agents, enabling them to focus on more complex issues.

Why Has CXA Been Difficult to Achieve Until Now?

Explaining the concept of customer experience automation is the easy part. It’s straightforward to agree with in theory, but IT leaders know this ambition is lofty. They are, rightfully, sceptical—and for good reason. Over the past 30 years, every business application has promised a different version of this capability and failed to deliver. The core reason for this failure is simple: these applications are built on a high-code paradigm.

The Limitations of High-Code Applications

The high-code nature of traditional business applications means they are difficult to customize. To modify or adapt these systems, a full-fledged team of expert software developers, well-versed in specific software libraries, is required. Finding and maintaining such a team—whether in-house or through a vendor—is costly and cumbersome.

Even worse, making even the smallest changes can be a long, drawn-out process that takes months. As a result, within a year of adopting a new application, users get accustomed to working within the system's constraints, rather than considering what could be possible. They know that initiating changes is so arduous that they stop envisioning improvements. Soon, businesses find themselves trapped in their IT ecosystems, tackling only the most pressing issues. The idea of truly reaping the benefits of a digital work paradigm becomes a distant dream.

Why Low-Code/No-Code (LCNC) Platforms Change the Game

This is where Low-Code/no-code (LCNC) platforms come in. They move away from the high-code approach and simplify the process. LCNC platforms offer a path to faster, more flexible development and customization, allowing businesses to automate customer experience without the hurdles of traditional, high-code software solutions. And this is why, for the first time, the vision of scalable customer experience automation is within reach.?

The Power of Low-Code/No-Code (LCNC)

Low-Code/No-Code (LCNC) platforms are transformative. They break away from the high-code paradigm that has held businesses back for decades. Why is this revolutionary? Here are two critical ways LCNC reshapes how end users and IT teams work:

1. Empowering End Users: LCNC allows anyone familiar with WYSIWYG editors to create digital tools that streamline their work. This shift encourages teams to think proactively about ‘doing it right the first time’ and ‘automating all repeatable tasks.’ It moves the focus from reacting to immediate demands to anticipating solutions that enhance productivity.

1. Revolutionizing IT Teams: LCNC enables IT teams to concentrate on high-impact, innovative developments. Development takes 90% less time and costs 75% less, allowing the business to adopt a digital-first approach. IT teams can finally fulfil their core mission—driving substantial, transformative changes across the organization.

These are the foundations on which your business can build scalable customer experience automation (CXA). While this vision may seem ambitious, it’s attainable. Many operations managers still prioritize daily crises, but LCNC can shift this mindset.

At Amoga, we built our LCNC platform with this very vision. We knew another high-code platform with more customization layers wouldn’t suffice. That’s why we created a platform that’s simple, secure, and scalable. How you harness LCNC depends on your challenges. We’d love to help you explore if LCNC is the right fit. Request a no-obligation demo and discover this promising new world.