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Appian Portals Unifies Customers and Employees, Enabling Experiences that Make a Difference in Appian 23.1

Rob Vanderzyppe, Appian
March 1, 2023

Why do experiences matter? 

In turbulent economic times, organizations that can't offer high-quality digital products and services with excellent experiences cannot attract and retain customers and employees.

Customers today are seeking more than just products or services. They are looking for memorable experiences that create a lasting impact and emotional connection with the organizations they interact with. And they are more than willing to pay more to have those experiences.

But creating those experiences is easier said than done. To drive great experiences, organizations must equip their employees with the tools and processes necessary to meet customer and citizen demands. And with disparate legacy tools, it can be nearly impossible to quickly meet customers where they want, when they want, and how they want in the digital world.

When you look at these challenges holistically, it’s really all about interlinking across customer experience (CX), employee experience (EX), multiexperience (MX), and user experience (UX). In fact, these connected experiences matter now more than ever. A recent Gartner study found that

By 2024, organizations providing a total experience will outperform competitors by 25% in satisfaction metrics for both CX and EX.” 

The key to competing in this future digital economy is using modern enterprise platforms that unify customer and employee experiences across digital touchpoints. 

Web portals: The first step in your customer journey.

One of the most common ways audiences experience your organization is through web applications. Things like applying for a grant, reporting a claim, or onboarding new customers can all be considered the front door to your processes and are an essential first step in creating seamless experiences.

With Appian Portals, it’s easy to build beautiful and insightful web apps that can reach any audience your organization works with, without requiring a user account or login. It’s simple and fast to design excellent user experiences using low-code with Appian SAIL.

And Appian customer AARP did just that. In under four weeks, AARP built a robust, secure, and engaging portal to collect information from potential volunteers interested in helping support members who have been impacted by fraud, identity theft, and scams.

Appian Portals gave us everything we needed. It’s secure, it’s beautiful and looks like an AARP web page, and it connects all the incoming data directly into our process.” Fisnik Shpuza, Director of Workflow Automation at AARP 

Find out more about AARP’s story here.

In Appian 23.1, we’ve added several new features to help you quickly build fully integrated, customer-worthy web portals for users inside and outside your organization. Here are some of the top new features in Portals.

Simplified Data Integrations.

We’ve simplified the design experience so you can now build an entire portal without needing to write custom integrations. You can also allow your audiences to start processes and engage the powerful Appian Process Modeler to kick off things like writing new records and adding users.

Access records through a portal.

You can now easily access record data in a variety of formats in your portals. Simply point and click on the record type to automatically populate your components. You can also take advantage of powerful features like record search, filters, and sorting in your grids.

Improved navigation and design flexibility.

To further enable great user experiences, we’re excited to introduce header bars and pages to Portals. These will give your audiences greater navigation capabilities when accessing or submitting information.

For more details on the Appian 23.1 release, watch the 23.1 release webinar.