No-code digital journey platform

No-code digital journey platforms are software systems that allow users to create and customize digital journeys without any coding. No-code digital journey platforms rely on visual, drag and drop interfaces to create customer-facing digital journeys, traditionally built with code. 

By allowing users to create digital journeys using a graphical user interface, instead of writing code, no-code digital journey platforms require minimal investment upfront in setup, training and deployment.

In a world of limited resources and growing complexity, no-code development offers organizations an opportunity to diversify their internal IT stack by getting non-developers involved in building customer-facing digital experiences. In this way, no-code tools help overburdened IT departments get some much-needed respite while delivering new digital applications that accelerate digital transformation.

Enterprise grade no-code digital journey platforms

The term “no-code” is often applied to tools that offer the capabilities of an enterprise-grade development platform but without requiring users to write code or build complex logic. For example, some tools allow users to set up branching paths for should-we-show-this-or-that type questions, or build simple models that can be used to identify a customer segment based on some criteria.

In contrast to no-code platforms for building simple digital experiences, enterprise-grade no-code platforms are typically built with robust coding engines capable of handling complex business rules and logic and offer better customization capabilities to fit the unique needs of enterprise customers.

In addition, they offer a wide range of out-of-the-box integrations with backend systems, making it possible to pass data between the customer journey and other systems. 

Finally, they come with a wide range of pre-built components that can be used to quickly create customer experiences, as well as capabilities for developing customized components to re-use in the journeys. 

Enterprise-grade no-code digital journey platforms provide the ability to quickly create and deploy customer experiences without any coding. This makes them an attractive option for businesses that want to reduce the time and effort required to build digital customer experiences. However, these platforms are also more expensive than no-code platforms for building simple digital experiences, and may require more specialized skills to use effectively.

What are applications of no-code digital journey platforms?

Virtually any manual process that requires customer interactions such as customer data collection, eSignature collection or documentation collection can be supplemented by a digital journey. In the travel industry, for example, no-code platforms can be used to create customer experiences like booking a flight or checking in for a flight. Banks could use no-code platforms to create digital experiences where customers can open an account or make a deposit. Retailers could use no-code platforms to create digital experiences where customers can place an order, track an order or return an item. Insurers can build digital journeys for policy applications, personal detail updates, FNOL process or claims.

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No-code digital journey platforms are ideally suited to handle simple, straightforward digital journeys that do not require overly complex logic or branching behavior. 

Enterprises looking to launch their first no-code digital experience can use these tools to create scenarios where customer journeys are executed in pre-set conditions. For example, triggering a personalized product recommendation when customers enter a particular customer journey.

There are many applications for no-code digital journey platforms in various industries:

• Insurance
• Banking and financial services
• Healthcare
• Real estate
• Education
• Energy and utilities
• Automotive
• Retail
• Logistics

Common use cases for no-code digital journey platforms

Below are some common use cases for no-code digital journey platforms:

• Building customer experiences that require a simple, linear flow of tasks such as personal details updates, FNOL, account opening etc.
• Gathering customer data, supplemental documentation and eSignatures for any customer-facing process
• Triggering an event or activity in response to an input or condition
• Creating an experience that is specific to a certain user group or persona
• Deploying a low-friction customer acquisition experience
• Digitizing customer support workflows

What are the benefits of no-code digital journey platforms?

No-code digital journey platforms offer several benefits over traditional coding approaches:

• Rapid prototyping and deployment - No-code tools allow for fast, iterative development cycles, which means that you can get your ideas in front of customers faster. By using no-code development, you can also avoid the delays that occur during codelab testing and deployment.
• Flexibility - No-code tools allow for rapid changes to customer journeys without needing to go back through the design/development/deployment cycle. Because of this, organizations can be more agile when it comes to responding to customer feedback and changes in the market.
• Scalability - No-code platforms can be scaled up or down as needed, which means that you can avoid over- or under-investing in development resources. 
• No coding skills required - Non-developers can create digital experiences using no-code tools, which means that more people in your organization can be involved in building customer-facing digital experiences. 
• Amplify IT resources- No-code platforms allow organizations to use their internal IT resources more efficiently. By offloading simple digital experiences to no-code platforms, IT departments can focus on more complex tasks and projects.

What are some limitations of no-code digital journey platforms?

• Non-coders often struggle with the same issues that developers do when it comes to building more complex customer journeys
• Many no-code platforms were developed for mobile app development and lack functionality for creating complex digital experiences on the web.
• No-code platforms are not as customizable as code, which means that you cannot program every possible customer interaction or action into your customer journey.
• Non-coders often still need to rely more on developers for some aspects of the development process, including debugging and troubleshooting complex problems.

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