Innovation, insight and trust: Customer experience excellence delivered responsibly in a digital world

Mike Heffner and Guy Mettrick
Additional contact information
Mike Heffner: Global Industry Leads, Appian, USA
Guy Mettrick: Financial Services, UK

Journal of Digital Banking, 2020, vol. 4, issue 4, 351-363

Abstract: Financial institutions are investing in innovative solutions that help restore customer trust — an imperative focus amid high-profile data breaches and postfinancial crisis apprehension. Many have made data privacy central to their day-today operations, recognising its importance as a competitive differentiator. Financial institutions, however, face the added challenge of dedicating the necessary attention to improving the customer experience, achieving regulatory compliance and maintaining robust security. This paper covers the capabilities and benefits of a low-code automation platform, a scalable solution that supports financial institutions in putting the customer first. Low-code dramatically simplifies the process of building and deploying applications while reducing the time it takes to do so. It empowers citizen developers with the ability to bring their ideas to life with intuitive point-and-click methods, replacing manual and redundant lines of code. Finally, low-code applications have the ability to store data on one interface, promising a single source of truth and providing employees with the right information at the right time. Supported by rigorous security standards and compliance, low-code delivers the security customers demand of financial institutions, ensuring that personal and financial data is safe. Essentially, low-code allows business and IT to work together, aligning their priorities towards one goal: making the customer successful.

Keywords: trust; customer experience; technology; innovation; low-code; privacy; security; customer data (search for similar items in EconPapers)
JEL-codes: E5 G2 (search for similar items in EconPapers)
Date: 2020
References: Add references at CitEc
Citations:

Downloads: (external link)
https://hstalks.com/article/5514/download/ (application/pdf)
https://hstalks.com/article/5514/ (text/html)
Requires a paid subscription for full access.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:aza:jdb000:y:2020:v:4:i:4:p:351-363

Access Statistics for this article

More articles in Journal of Digital Banking from Henry Stewart Publications
Bibliographic data for series maintained by Henry Stewart Talks ().