Enhance BA Benchmarking With Digital Touchpoint Metrics

June 8th, 2016

With contributors:

Alex Cullen , Diane Lynch

Summary

Customer experience and digital change initiatives are proliferating in organizations, which are investing in business architecture (BA) to facilitate these initiatives. Many of them challenge BA leaders and business-focused enterprise architecture (EA) professionals to report on the effectiveness of the firm's business architecture in enabling it to achieve its objectives. BA leaders should broaden their benchmark frameworks to include key digital touchpoint metrics, identified by eBusiness professionals, to validate the customer centricity of the firm's business architecture. Forrester reviews and revises this report periodically for continued relevance and accuracy. We are now updating it to factor in our most current research on business architecture program metrics.

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