CX + Business Architecture = Business Agility

1. CX + Business
Architecture:
Partnership for
Innovation

2. The future belongs
to the fast…

3. Insights, personas, journeys
and the voice of the customer
are essential… but are only
part of what the business
needs to be drive innovation
and growth.
A structured approach and common
language to marry those customer
insights with the businesses strategic
intent and desired business outcomes
and translate that into focused, effective
action…

4. Customer Experience combined with Business Architecture can provide the
holistic voice , common language and structure required to create impactful,
practical and measurable innovation strategies and products.
And it is through this partnership that we can collaboratively provide
transparent and crisp views of your customers, capabilities and value
stream ecosystem that will allow the organization to:

5. Business Architecture can provide valuable
Business Capabilities insights that can
validate and/or quantify needs…
End-to-EndValueStream/
ExperienceJourneyto
CapabilityMapping
TECHEnablers-to-CapabilityMapping
StrategyInterpretation-to-CapabilityMapping
Organization-to-CapabilityMapping
Initiative-to-CapabilityMapping
Initiative Improves or Creates New Capabilities
Customer
Management
Customer
- CustomerName
- CustomerNumber
- CustomerAddress
- CustomerPhone
- CustomerEmail
- Etc…
CapabilityInformationConceptsMapping

6. C U S T O M E R
E X P E R I E N C E
By cross-pollenating our
organizations capabilities
we can collaboratively
develop a Innovation
Incubation Framework that
would provide the
business with a
structured approach and
deliverables that clarify &
translate customer
expectations and
strategic business intent
into focused, measurable
action.
• Customer Personas, Journey
& Empathy Maps
• Process Audits
• Customer/Business Goal
Alignment
B U S I N E S S
A R C H I T E C T U R E
• Visualize factors impacting the
business driven from Inside-out,
outside-in and core customer needs
• Achieve a common understanding
across business & IT that promotes a
responsive and agile organization
• Create repeatable idea-to-
initiatives-to-delivery processes
O P T I M I Z E D A D A P T A B L E
O P E R A T I O N S
• Ideation to investment streamlining
• Operational complexity reduction
• Product/Service planning and rollout
• Agile Portfolio Recalibration
• Maintain strategy fidelity
through out
B E H A V I O R A N D
C U L T U R E C H A N G E
• Organization Design
• Culture Change
• Change Networks
• Corporate Communications
• Adoption & Embedding

7. Q & A