Embrace Agility: Empower your team with a Low-Code MACH Strategy to match the fast-paced and ever-changing CX demands
In today’s fast-paced retail industry where the consumer experience is constantly changing, one thing remains constant: the need to adapt to changing times and rapidly launch digital initiatives to stay relevant in the market. Although, the main obstacle arises during project delivery, where excessive time and resources are wasted on integrations instead of enhancing the end customer experience. By the time the experience is launched to the consumers, it doesn’t look anything like the initial design idea as the digital team got trapped in an endless loop of lack-of-data frustration when moving from ideation to delivery.
How does your old tech stack adversely affect your CX innovation and why you need to rethink your approach?
The current "old" tech stack in many organizations is hindering CX innovation and impacting the ability to deliver exceptional customer experiences. Typically, investments are made in system of records like CRM, PIM, and CMS to manage specific domain data. However, this results in fragmented data silos, making it challenging to provide a unified customer experience in the frontends.
Consequently, companies are stuck in a cycle where innovation and launching new experiences require building everything from scratch, which is time-consuming and costly. This restricts digital teams and marketers from adapting to rapidly changing customer behaviors. Projects can take over a year to launch, posing a significant obstacle in today's fast-paced digital landscape where agility is essential to close the gap between consumer expectations and brand initiatives. For companies to get closer to their customers and drive brand loyalty, it is essential to not only constantly collect consumer data but also to effectively use this data to launch hyper-personalized campaigns that boost the customer’s trust in the brand. If you’re too far behind in catching up with the digitally mature audiences of today, you’ve already lost round one of this battle!
But this frustrating slowdown can be overcome! How you ask?
Enter MACH (Microservices-based, API-first, Cloud-native, and Headless) - a composable approach to your tech stack that enables the seamless integration of best-of-breed solutions. MACH enables a composable enterprise architecture that offers flexibility and scalability. Every component within this architecture is modular, allowing for easy replacement and continuous improvement through agile development, aligning with evolving business needs. Previously, this process required advanced technical expertise, limiting access to tech-savvy and developer-heavy organizations.
The Composable approach is a game-changer in software development as it facilitates back-end developers and individual system suppliers to focus on developing and optimizing their APIs, while front-end developers can focus on creating a stunning user experience. This groundbreaking approach is now transitioning to a low-code state, making it accessible to less technically mature organizations as well. A win-win situation for all!
Transition from an engineering-heavy to a business-user-first approach!
By adopting a business-user-first approach, companies can bridge the gap between technical complexity and business requirements. It allows digital team to have more autonomy and agility in shaping digital experiences, reducing reliance on developers for routine tasks and changes. This shift not only speeds up the process of delivering new features and experiences but also promotes innovation and enables faster response to changing market dynamics.
With a business-user-first approach, organizations can leverage low-code or no-code platforms that provide intuitive interfaces and visual tools. These platforms enable business users to directly configure, customize, and manage aspects of their digital solutions without extensive coding knowledge. This empowers them to go from idea to execution quickly, experiment with new ideas, make changes, geo-scale applications and optimize the overall customer experience in real-time, resulting in improved engagement, conversion rates, business growth and customer satisfaction.
The MACH approach permits you to move quickly with the changing CX demands, while an Experience Data Platform (XDP) takes MACH/Composable into a low code state being able to be operated by business-oriented digital team. By taking the MACH approach to building your stack you can effortlessly combine and activate data from any system through new experience APIs, delivering exceptional unified customer experiences without starting from scratch. I firmly believe that this is the key to accelerating and adapting CX innovation like never before.