EA's Value To Customer-Experience-Driven Transformation

October 9th, 2013

Derek Miers

With contributors:

Alex Cullen , Paul Hagen , Julian Keenan

Summary

Firms can no longer rely on operational excellence or product innovation alone for their success. Sooner or later, cost reduction efforts run out of steam and the organization is forced to fundamentally reassess how it delivers value to customers — more specifically, the experience that customers encounter. For most organizations, this emphasis on customer intimacy implies a fundamental transformation. Central to the success of a customer experience (CX) driven transformation program is the ability for the change team to engage those in the business. This report outlines the value of enterprise architecture professionals can provide to accelerate their firm's CX-driven transformation program. This is the first report in our EA and CX series.

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This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.