EA's Value To Customer-Experience-Driven Transformation

Firms can no longer rely on operational excellence or product innovation alone for their success. Sooner or later, cost reduction efforts run out of steam and the organization is forced to fundamentally reassess how it delivers value to customers — more specifically, the experience that customers encounter. For most organizations, this emphasis on customer intimacy implies a fundamental transformation. Central to the success of a customer experience (CX) driven transformation program is the ability for the change team to engage those in the business. This report outlines the value of enterprise architecture professionals can provide to accelerate their firm's CX-driven transformation program. This is the first report in our EA and CX series.