Skip to main content

Save or Share this Report

For Enterprise Architecture Professionals

EA's Value To Customer-Experience-Driven Transformation

October 9, 2013

Primary author headshot


  • By Derek Miers
  • with Alex Cullen,
  • Paul Hagen,
  • Julian Keenan

Why Read This Report

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.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).


Table of Contents

  • Why Customer Experience? Why Now?
  • How You Can Cut Through CX Challenges
  • With The Right Approach EA Can Deliver Value To CX Initiatives

  • Shift Your Objective From Standardization To Business Engagement
  • Supplemental Material
  • Related Research Documents