RISING ABOVE OMNICHANNELMulti-Experience Development Platform (MXDPs)Powering exceptional Customer Experiences

As we enter a new decade, enterprises are opting for newer and better ways to fuel their digital transformation journeys. For enterprisesto outshine the competition and stay ahead in this game, CIOs need to look beyond omnichannel. Sure, omnichannel has been arounda while and has its share of value, but somehow it has never managed to deliver on the promise of a unified digital experience.

Omnichannel started off more than two decades ago in the retail space with the intention of unifying in-store and online after-sales support. This unified channel approach has expand-ed beyond just retail today. However, very few enterprises have been able to fully realize their goal of a unified customer experience (CX) through the omnichannel approach.

Here’s where the multi-experience development platform (MXDP) is making its presence felt. CIOs who embrace MXDP are reporting a great customer experience (CX). Why? Well, for one thing, MXDPs are enabling enterprises to capture new digi-tal touchpoints and modes of interaction.

What are the challenges in Omnichannel solutions?Although they have been around for a while, omnichannel solutions have notbeen an unqualified success due to some key factors:

CIOs have been so focused on channels and applica-tions individually that they haven’t accounted for the unified impact of custom-er’s experiences. This is im-portant as customers have very high expectations when it comes to their digital jour-neys.

Additionally, these boxed solutions involve both extra cost and effort. This is because enterprises need to make further invest-ments to custom code, inte-grate, design, and develop for exceptional CX.

For great Customer experi-ence (CX), great Employee experience (EX) is a neces-sity. Omnichannel solutions don’t account for enabling EX that ensures delivery of effortless CX.

Going beyond just OmnichannelWith the number of digital touchpoints and interactive modules increasing rapidly, CIOs must think beyond channels if they wish to make unified CX a reality. From desktops to tablets to mobiles to chatbots, there are so many channels, with each having its own user experience (UX) expectations.

And now there are new solutions, such as chatbots and augmented reality (AR), which can be integrated. So, today it’s less about channels and more about digital touchpoints and the multiple modalities of interaction. Embracing multi-experience (MX) by -transcending the omnichannel can help CIOs drive digital experiences that cover all these touchpoints and enhance CX.

Touch Gestures Chat Voice Vision Others

CX EX

MX visual representation

Stores

Chat

Web

Mobile

OmnichannelVs.

Addressing the Employee experience (EX) journey

Here’s the problem: Employees in-teract with multiple customers on multiple occasions. Plenty of infor-

mation exchange takes place, a lot of which might be required

during future interactions as well. However, since enterprises fail to provide employees with expe-riences that are context- and in-formation-rich, customers tend to get irritable as they are re-quired to reshare information

with every interaction.

An MX strategy for the workforce can do wonders for CX. Effortless experiences for employees can

help them serve customers better as they are empowered

with access to a range of devic-es, processes, and touchpoints. Addressing employee engagement is just as important as customer engagement for an enterprise to succeed. Today, employees have come to expect technology that is independent, accessible, and easy.

For delivering sought-after CX, EX can be a powerful factor. To

enable employees to serve cus-tomers better, why not lever-age a multi-experience strate-

gy within the workspace as well? Employees, especially

those interacting first-hand with customers, need a lot of control

and flexibility to serve better.

Journey mapping is common in UX and CX and it can work the same wonders for employee journeys as well. Mapping employee journeys gives a detailed insight on the ground reality of what employees do, from their perspective. By analyzing these maps, CIOs can discover points where EX and CX overlap.

With these insights, application leaders can build apps that help in maximizing engage-ment and increasing the value of these business moments between clients and employ-ees, thereby fueling vastly better customer experiences.

Designing an MX strategythat works for both-Employee experienceand Customer experience

What makes MXDPs a must-have for enterprises?For enterprises to stay ahead, they must ensure that their cus-tomers have unmatched experiences on their digital journeys across all devices and touchpoints. Streamlining experiences on multiple platforms is what enterprises are looking to achieve today. MXDPs help enterprises address the challenge of build-ing and delivering applications as they enable the following:

Front-end interaction

Rapid scaling

More control across arange of devices

Shortened efforts ?

?Greater operational efficiencyWith MXDPs, enterprises can create valuable digital experiences faster and more efficiently. This is be

-cause these platforms support an array of operations within a single space and help in streamlining process

-es.

Control over deployment MXDPs allow you to connect with your cloud-based server directly and send information, which elimi

-nates the need to spend a week or more on a single deployment. They streamline deployment processes too, with their fully-distributed environment.

Faster time to market You can develop and deploy applications up to ten times faster with MXDPs. Code libraries, reusable code, and streamlined design processes make this possible. Faster release also means faster feedback, which aids in creating an experience that can be honed.

Lower security risks A 360-degree view of your software is made possible as your application feeds on just a single platform, eliminating potential security risks such as shadow IT.

Why areenterprises

adoptingMXDP?

Greateroperationalefficiency

Controloverdeployment

Fastertime tomarket

Lowersecurityrisks

Why CIOs should adopt MXDPsAccording to Gartner, by 2023 more than a quarter of mobile apps, progressive web apps, and conversational apps of major en-terprises will be built and/or run through MXDPs. With the market constantly and rapidly evolving, leaders must have a strong hold on application development across all touchpoints.

Whether it’s a field service solution or a consumer app, building an enterprise-grade application that is quick and agile to meet the market needsof today is a reality with MXDPs.

With low-code MXDPs, the possibilities are endless:

Compliance Chatbots Voicerecognition

Wearables ArtificialIntelligence

Internetof Things

Advancedapplicationdevelopmentfeatures

Pixel-perfect userexperience

Easyintegration with existing systems

DevOpsservices

Business process management

Monitoring andanalytics

Single-click deployment

Whether it’s a field service solution or a consumer app, building an enterprise-grade application that is quick and agile to meet the market needsof today is a reality with MXDPs.

Neutrinos is a Low-code Rapid Application & Digital Innovationscompany that offers a platform to ideate, transform, and build complexenterprise applications within days – or sometimes hours. Neutrinos isheadquartered in Singapore and has operations across South Africa,South East Asia, India, and the USA.

brand@neutrinos.co

www.neutrinos.co