Look Through A Business Capabilities Lens To Optimize CX Solutions

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.