Trends Report

Re-Architect Your Business Capabilities To Win In The Age Of The Customer

Legacy Business Applications Put Customer Experience On Hold

October 28th, 2014
Craig Le Clair, Vice President, Principal Analyst
Craig Le Clair Vice President, Principal Analyst
Alex Cullen, null
Alex Cullen
With contributors:
Sharyn Leaver , Elizabeth Cullen , Deepti Datta

Summary

The age of the customer means new power for customers. They expect to interact easily with customer service agents, pass information electronically, and complete business transactions on the run. Too many enterprises interact with customers using siloed business functions supported by aging core business systems built around a specific product or service line. The result? Poor alignment with the customer life cycle, limited cross-product information sharing, and weak understanding of customer context — all leading to an overall lackluster customer experience. Enterprise architects must break this mold by slotting business capabilities into three logical tiers and implementing application architecture strategies for each tier that drive customer engagement. This report describes this three-layer framework and provides enterprise architects with the strategies to move from product-centric to customer-centric application architectures.

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