How To Report

Look Through A Business Capabilities Lens To Optimize CX Solutions

Guide Your CX Pros To Deliver Better CX And Business Outcomes

October 3rd, 2022
With contributors:
Matthew Guarini , AJ Joplin , Rick Parrish , Anna Garik , Ian McPherson

Summary

Future fit organizations excel at customer, employee, and partner experience management. They understand how external entities such as customers, suppliers, and partners engage and interact with them. Customer experience (CX) professionals use CX ecosystem mapping to understand customer interactions to better serve them. Business architecture (BA) and enterprise architecture (EA) professionals have an opportunity to influence and guide CX professionals toward more effective customer engagements. This report explains how to combine CX ecosystems and business capabilities and why this mapping approach benefits CX, BA, and EA pros.

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