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For Enterprise Architecture Professionals

Great CX Strategies Need EA Insight

EA Pros Must Influence And Shape Actionable CX Strategy

April 30, 2015

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Why Read This Report

A recent Forrester survey of customer experience (CX) professionals found that only 15% of CX initiatives are very or extremely effective. In many cases, there was little or no collaboration between CX and other stakeholders, specifically enterprise architecture (EA) professionals, when shaping CX initiatives. Leading EA pros are developing frameworks, reference architectures, and competencies that translate the intent of CX strategies into powerful, actionable, clearly defined, and effective CX strategies. This report identifies the factors of effective CX strategies and describes how EA pros should add muscle to their organization's CX strategy.

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Table of Contents

  • Few CX Initiatives Are Effective
  • Add Muscle To Your CX Strategy Definition In Nine Steps
  • recommendations

  • Effective CX Strategies Require Enterprise Architecture

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