Brief: Why Enterprise Architecture And Customer Experience Teams Need Each Other

Customer experience (CX) professionals trying to change their organization's operations to deliver sustainable CX improvements will eventually hit a wall when the size and scope of change becomes too large for them to drive singlehandedly. At the same time, enterprise architecture (EA) teams seeking to make a greater impact on their business will also hit a wall — isolated technology strategies and application road maps too often lack a compelling business imperative to build firmwide support and momentum. CX and EA teams can help each other scale these walls by expanding their worlds to connect CX ambitions with EA skills and disciplines. EA leaders should seize this opportunity to deliver value to a top business priority.