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For Application Development & Delivery Professionals

Evolving Your Architecture For Groundswell Customer Service

An Empowered Report: A Customer Service Example Of Responsive Architecture

January 13, 2011

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Why Read This Report

Forrester's recent book, Empowered, describes the type of technology-based innovation by frontline employees that can cause nightmares for enterprise architects. However, rather than attempting to ignore or shut down such innovation, architects should assess the reality of the business pressures behind it and craft their architectures to work with these pressures. Using the context of Empowered's notion of groundswell customer service, Forrester illustrates a practical approach for evolving your architecture strategy to enable and channel frontline innovation.

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Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help your teams win in the age of the customer. Contact us to learn more.

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Table of Contents

  • Your Architecture Must Be Open And Responsive
  • Build On
  • Use An Illustrated Example As A Pattern For Evolving Your Architecture
  • Build On Forrester's Illustrated Example
  • RECOMMENDATIONS

  • Build Bridges, Not Roadblocks, With Your Architecture
  • Related Research Documents

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