During the pandemic we leveraged a number of low-code tools while at Southwest to improve Customer awareness about new policies and procedures. The team that I am fortunate to lead at the time leveraged these tools for things like such as new check-in policies for travel into the US as well as for awareness generation about new capabilities such as improvements made to tier status and companion rates.
We leveraged Qualtrics and Adobe In-App technology to stand up these new features in days vs months that it would normally have taken to redeploy the applications with updated code. No engineering impacts, no roadmap tradeoffs, and a huge increase in Customer awareness of these new policies when using these techniques.
Leveraging these always-on tactics improved engagement with the messaging by nearly 20X over a one-time e-mail campaign.
