{"id":1711,"date":"2020-05-13T14:02:22","date_gmt":"2020-05-13T14:02:22","guid":{"rendered":"https:\/\/solutionsreview.com\/business-process-management\/?p=1711"},"modified":"2020-05-13T17:04:05","modified_gmt":"2020-05-13T17:04:05","slug":"appian-survey-82-of-respondents-say-organizations-need-stronger-customer-relationships","status":"publish","type":"post","link":"https:\/\/solutionsreview.com\/business-process-management\/appian-survey-82-of-respondents-say-organizations-need-stronger-customer-relationships\/","title":{"rendered":"Appian Survey: 82% of Respondents Say Organizations Need Stronger Customer Relationships"},"content":{"rendered":"<p style=\"text-align: justify\"><span style=\"font-weight: 400\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1712\" src=\"https:\/\/solutionsreview.com\/business-process-management\/files\/2020\/05\/Appian-Survey-82-of-Respondents-Say-Organizations-Need-Stronger-Customer-Relationships.jpg\" alt=\"Appian Survey 82% of Respondents Say Organizations Need Stronger Customer Relationships\" width=\"800\" height=\"400\" srcset=\"https:\/\/solutionsreview.com\/business-process-management\/files\/2020\/05\/Appian-Survey-82-of-Respondents-Say-Organizations-Need-Stronger-Customer-Relationships.jpg 800w, https:\/\/solutionsreview.com\/business-process-management\/files\/2020\/05\/Appian-Survey-82-of-Respondents-Say-Organizations-Need-Stronger-Customer-Relationships-300x150.jpg 300w, https:\/\/solutionsreview.com\/business-process-management\/files\/2020\/05\/Appian-Survey-82-of-Respondents-Say-Organizations-Need-Stronger-Customer-Relationships-768x384.jpg 768w, https:\/\/solutionsreview.com\/business-process-management\/files\/2020\/05\/Appian-Survey-82-of-Respondents-Say-Organizations-Need-Stronger-Customer-Relationships-540x270.jpg 540w, https:\/\/solutionsreview.com\/business-process-management\/files\/2020\/05\/Appian-Survey-82-of-Respondents-Say-Organizations-Need-Stronger-Customer-Relationships-640x320.jpg 640w, https:\/\/solutionsreview.com\/business-process-management\/files\/2020\/05\/Appian-Survey-82-of-Respondents-Say-Organizations-Need-Stronger-Customer-Relationships-128x64.jpg 128w, https:\/\/solutionsreview.com\/business-process-management\/files\/2020\/05\/Appian-Survey-82-of-Respondents-Say-Organizations-Need-Stronger-Customer-Relationships-400x200.jpg 400w, https:\/\/solutionsreview.com\/business-process-management\/files\/2020\/05\/Appian-Survey-82-of-Respondents-Say-Organizations-Need-Stronger-Customer-Relationships-180x90.jpg 180w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>Appian <a href=\"https:\/\/www.appian.com\/news\/news-item\/survey-two-thirds-of-respondents-say-technology-is-not-delivering-stronger-customer-relationships\/\" target=\"_blank\" rel=\"noopener noreferrer\">recently announced<\/a> the results of its \u201cBusiness Automation Technologies and the Customer Experience\u201d survey. The aim of the survey, conducted by IDG, was to understand employee attitudes at enterprises across the United States and Europe regarding business automation technologies and business-to-customer relationships. The COVID-19 pandemic has only magnified the significance of leveraging technology to create stronger customer relationships.<\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\"><div class=\"box box3\"><span style=\"color: #000000\">Our<\/span><\/span><a href=\"https:\/\/solutionsreview.com\/business-process-management\/free-bpm-buyers-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\"> <i><span style=\"font-weight: 400\">Buyer\u2019s Guide for Business Process Management<\/span><\/i><\/a><span style=\"font-weight: 400\"><span style=\"color: #000000\"> helps you evaluate the best solution for your use case and features profiles of the leading providers, as well as a category overview of the marketplace.<\/span><\/div><\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">The central question of this study is whether business automation technologies are creating experiences that allow organizations to serve the needs of their customers, establish human connections, and develop stronger customer relationships. 82 percent of respondents believe that businesses need to focus on increasing the humanity of customer interactions. However, only 41 percent of those surveyed view the way their businesses are using automation as more helpful in forming strong customer relationships.<\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">The survey also revealed that:<\/span><\/p>\n<ul style=\"text-align: justify\">\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">65 percent of respondents believe that the automation technologies being used by their businesses are only \u201csomewhat effective\u201d in delivering all the data and context needed for customers;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">47 percent of those surveyed reported that their company\u2019s use of technology has significantly increased the amount of time they can spend with customers;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Only 30 percent use tools that empower them to address complex issues with creative problem-solving, or to alter business processes on-the-fly, and<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">32 percent of non-senior executive respondents think their organization\u2019s technology is flexible in helping to solve customer problems, compared to 47 percent of senior executive respondents who believe so.<\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">When respondents were asked to identify the keys to deploying solutions that create positive human experiences, the most popular answers were enablement of a complete customer review (57 percent), more flexible and adaptable apps and business processes (55 percent), and accelerating delivery of new apps and enhancements (49 percent). The survey also showed that commercial off-the-shelf (COTS) applications don\u2019t provide flexibility to adapt to customer issues. 85 percent of respondents stated that their business has experienced at least one negative impact from the use of COTS software.<\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">In a media statement, CEO of <a href=\"https:\/\/www.appian.com\/wp-content\/themes\/appian\/images\/svg\/logo-appian-red.svg\" target=\"_blank\" rel=\"noopener noreferrer\">Appian,<\/a> Matt Calkins said, \u201cto create deeper customer relationships, employees need automation technologies that are integrated, provide all the data they need, and are faster to change.\u201d<\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">Learn more about <a href=\"https:\/\/solutionsreview.com\/business-process-management\/appian-launches-free-covid-19-response-management-app\/\" target=\"_blank\" rel=\"noopener noreferrer\">Appian.<\/a><\/span><\/p>\n<p style=\"text-align: justify\"><div class=\"hr hr\"><\/div><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\"><div class=\"widget\"><div class=\"aside-card\">\t\t\t<div class=\"textwidget\"><p><a class=\"bpm-footer-cta\" href=\"https:\/\/solutionsreview.com\/business-process-management\/bpm-vendor-map-a-guide-to-the-best-bpm-solutions\/\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft size-full wp-image-1682\" src=\"https:\/\/solutionsreview.com\/business-process-management\/files\/2019\/02\/bpm-vm-speedbump.png\" alt=\"Download Link to BPM Vendor Map\" width=\"800\" height=\"225\" \/><\/a><\/p>\n<\/div>\n\t\t<\/div><\/div><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Appian recently announced the results of its \u201cBusiness Automation Technologies and the Customer Experience\u201d survey. The aim of the survey, conducted by IDG, was to understand employee attitudes at enterprises across the United States and Europe regarding business automation technologies and business-to-customer relationships. The COVID-19 pandemic has only magnified the significance of leveraging technology to [&hellip;]<\/p>\n","protected":false},"author":43,"featured_media":1712,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5],"tags":[19,105,415],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Appian Survey: 82% of Respondents Say Organizations Need Stronger Customer Relationships<\/title>\n<meta name=\"description\" content=\"The aim of this survey was to understand employee attitudes at enterprises regarding business automation technologies and customer relationships.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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