Better Customer Experience Begins with Simple User Experience

Orchestrating a seamless customer experience (CX) starts by empowering marketing and IT teams with an intuitive user experience via low code tools.

In today's world, it is easy to get left behind when everyone is producing content at a mile a minute. Orchestrating a smooth customer experience gets complicated when brands are expected to deliver content continuously across multiple platforms from smartphones, to chat bots to the latest wearable devices. With all these touchpoints to factor into their customer journey planning, enterprise brands can struggle to find a CMS that is powerful enough to scale, but simple enough for non-technical creators to design and deliver relevant content at a fast pace. 

Every side of a business today requires content to shape the engaging experiences customers expect. This content not only needs to be engaging from a messaging and brand perspective, but it needs to be suited for the interface or device where it is displayed. For example, no one likes opening a web page on their phone and having half the text cut off or being bombarded with unscrollable ads. Designing user-friendly, optimized customer experiences involves effort from multiple departments from marketing to IT and customer success. Everyone from digital marketers to UX designers to developers and site architects needs to have access to the tools to create, design and deploy content.

There is a big gap today between designers and developers. Designers live in a drag-and-drop world, but to bring their vision to life they need developers. Developers live in the dark screen world with command-line and complex files. That disconnect creates friction and makes the traditional design and development process slow and expensive. What if there was a different world where designers and developers can live in peace and share the workload? 

This desire to empower all users to take control of their content to achieve business goals is why more organizations are embracing low code solutions like Acquia Site Studio. As part of Acquia’s Drupal Cloud, Site Studio supports drag-and-drop site building and visual assembly of UX design components so that marketers and content creators can contribute to page design and launch sites quickly without relying on developer resources.

By giving marketers immediate access to the components and templates needed to shape these digital experiences, they can deliver fast, relevant customer journeys without sacrificing overall brand governance. One example of a company that used low code to quickly reach their customers is financial services business, Close Brothers. Close Brothers used Acquia Site Studio to empower their marketers to manage their web properties without constant redevelopment to support common optimization, message testing and campaign needs. Close Brothers is divided into multiple business users and has five different domains. Site Studio allowed Close Brothers to have a master website design studio that they could use to have a common set of base styles, responsive behaviors, typographies, design patterns and interactive elements for all of their websites. All five sites rolled out in a single year and met the bank’s technical, security and compliance checks. Site Studio allowed Close Brothers marketing team to focus on the messaging and content and their partner, Coherence, to focus on the development, all while meeting their security standards. 

Site Studio accelerates digital experience creation through a common set of reusable code and components which can be shared across hundreds and even thousands of applications. Drupal Cloud provides a unique low-code building solution that democratizes the creation of a new experience, empowering techies and non-techies to build what their customers need when they need it.

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