Trends Report

Evolving Your Architecture For Groundswell Customer Service

An Empowered Report: A Customer Service Example Of Responsive Architecture

January 13th, 2011
Randy Heffner, null
Randy Heffner
With contributors:
Mike Gualtieri , Ted Schadler , Alex Cullen , Lauren Blackburn , Jeff Scott

Summary

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.

Want to read the full report?

Contact us to become a client

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.