The Forrester Wave on journey orchestration platforms evaluated vendors across 30 different criteria as well as speaking to vendor reference clients. Alterian was named a Leader, with multiple maximum scores.
Diving behind the headline Leader position, Alterian performed particularly well in innovation and scalability. It's perhaps the reason why many of our existing clients have embraced our Real-Time CX Platform and, after starting with just one or two use cases, extended their use to hundreds of use cases across their businesses—all helping to deliver success across acquisition, engagement, retention and cost saving.
So why does usability matter, and how does it help businesses succeed?
How usability needs to be at the forefront of Real-Time CX success
Usability drives success
Adopting new technology works if users enjoy using it. If they are happy, your tech gets used for more use cases and you reap the benefits in ROI. That is why usability is so vital for real-time CX success.
At Alterian we are continually working on enhancing usability. Whether it is working with existing clients, prototyping new approaches, or striving to reduce effort for each task across our user types, it's front of mind across our development team.
Usability is more than skin deep
While we also pride ourselves on achieving maximum scores for quality of visualization and client experience, it is also important to have a commercial model and scalability that does not create barriers to adoption—all key factors in usability.
Intuitive, to reflect how I work
People get familiar with certain ways of working. It could be planning activity on a whiteboard, drawing up activity plans in a spreadsheet, or reviewing reports. The closer software reflects how people already like to work, the more productive users will be.
Tools such as our Experience Designer and Idealized Journey act as a digital whiteboard, while the Opportunity Matrix lets you draw up activity plans, and our CX dashboards let you interact with key results.
Right tech for different users
For sophisticated technology like real-time CX and journey orchestration, different types of users are involved. Therefore you need the right tools for each type of user.
Decision makers want access to high-level reports to see an overview of all activity. Business users want to design experiences using a guided interface, with only the functions they need, and drill into detailed reports. Technical users want to create connectors into other systems or build action templates using a low-code interface, but with access to thousands of functions for flexibility.
Productivity drives usability
People like easy ways to do things. It's only natural. That's why at Alterian we focus on making things easy, so you can be more productive.
As an example, our Action Template Library lets business users add pre-built actions into their journeys to save time. As you use the tool, you continually add to your local template library to make you even more productive on your next project. Our fast-track blueprints include journeys, connectors and reports to quick-start your use cases. Using automated machine learning, your journeys can continually be tuned without any effort on your part.
Coping with crisis
Technology willingly used by your team puts you in a great position. Even in the midst of a crisis, you can take control, keep ahead of customers and drive change.
The design of the Real-Time CX Platform puts all of your users fully in the driving seat. Within minutes you can create new experiences, edit existing ones and address areas for improvement in your current journeys. Then immediately start to see if those changes made an impact.
See usability in action
Get in touch for a discussion and demo of the Real-Time CX Platform with one of our consultants.
