CUSTOMER EXPERIENCE
Enhance the Customer Experience with a Unified AI-Powered Platform
Connect people, systems, data, and AI in a unified platform—and make every resolution faster, smarter, and compliant by design.
Customer experience challenges today
Fragmented front-to-back handoffs
Requests submitted through clean, compliant self-service portals disappear into back-office black holes. Customer data is fragmented across many disconnected systems, leaving no authoritative system of record for examiners and auditors.
SLA and complaint-handling exposure
Issue resolution spans multiple teams and systems with no real-time view of SLA attainment or escalation risk. In regulated industries like banking, insurance, and healthcare, that gap is a compliance exposure, not merely an operational challenge: regulators expect evidence of timely, consistent complaint handling.
Inconsistent experience across channels
Field workers and partners still operate from spreadsheets and email with no real-time access to core systems. When channels are not connected, institutions cannot demonstrate the same standard of care and audit trail, regardless of how a customer reached them.
Better customer experience outcomes start here
From first request to final resolution, Appian connects every team, channel, and system in the customer journey.
Bridge front-end experience & back-end execution
Bridge front-end customer experiences and back-office operations through AI-powered intake, triage, and case management, with full auditability across every workflow.
Customer satisfaction & issue resolution
End-to-end case management connects every case from intake to resolution—with built-in governance and a complete audit trail. Real-time insights reveal where issues stall and what drives customer satisfaction.
Activate frontline & channels
Build once, deploy everywhere—web portals, native mobile, offline environments, and partner channels—connecting every frontline team and external partner to core systems in real time.
Customer spotlight
Aon
Aon Transforms Reinsurance Claims Processing with Appian
Aviva
Aviva: Transforming Customer Service
PwC
Speeding up claims settlement with PwC and Appian
Real Outcomes with Appian
Real Outcomes with Appian: How Customers Achieve Speed, Scale, and Efficiency
MagMutual
MagMutual Delivers a Seamless Digital Experience for Employees and Customers
How we do it
The Appian Platform delivers better customer experiences with unified process, data, and AI
Not another point solution. Appian connects the front and back-office on one platform.
Appian is a Gartner® Magic Quadrant™ Leader
A Leader in the 2025 Gartner® Magic Quadrantᵀᴹ for Business Orchestration and Automation Technologies (BOAT)
A Customers’ Choice in the 2025 Gartner® Peer Insights Voice of the Customer for Enterprise Low-Code Application Platforms
Connect users in a total experience
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Responsive web, native mobile
Build responsive web and native mobile apps with our drag-and-drop designer.
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Portals and sites
Create apps for public portals and authenticated sites that engage all users.
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Extensible UX components
Extend your UX with ChatGPT, Google Maps, PDF annotations, Zoom Meetings, and more.
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Secure web and mobile apps
Keep apps secure with support for Microsoft Intune and mobile app management platforms.
Responsive web, native mobile
Build responsive web and native mobile apps with our drag-and-drop designer.
Extensible UX components
Extend your UX with ChatGPT, Google Maps, PDF annotations, Zoom Meetings, and more.
Secure web and mobile apps
Keep apps secure with support for Microsoft Intune and mobile app management platforms.
See How Appian Connects Your Front Office to Your Back Office
Ready to talk?
See how the world’s fastest-growing organizations use Appian for process orchestration.
