Customer Engagement Model under Attack
Attackers from other industries are certainly threatening to invade the hallowed turf once reserved exclusively for banks, insurers, investment and trading providers, and others. For incumbents, this presents a worrying reality: newer and more agile attackers won’t have the internal cost structural issues, the legacy infrastructure and higher head-counts...
EA Approach to Customer Experience Design
It’s only by developing the right architectures, processes, and systems that the organisation’s customer experience vision can find solid footing. By taking an Enterprise Architecture (EA) approach to experience design, the vision becomes a defined set of behaviours, incentives, and operational processes.
Business Architecture: Key to Financial Services Transformation
The financial services industry is undergoing massive change. To achieve practical, sustainable transformation, financial services firms must turn their attention to their business architecture. For financial services companies to achieve transformation and digitisation, addressing the architectural foundations is the starting point.
Collaboration: key to EA success
In this, the third article in our series on avoiding the common pitfalls in EA implementations, we explore some of the often-termed “softer issues” relating to EA: collaboration and change leadership. An organisation’s EA practice can trip itself up by not ensuring its activities are embedded within a comprehensive change leadership and communications strategy.
Strategy for EA Success
Our first post in this series introduced some of the most common reasons for the failure of EA practices. Now, we turn our attention to another consideration - that of strategy. This strategy needs to emanate from the correct starting point: where thorough stakeholder analyses and capability assessments produce a set of guiding principles that are business-appropriate.
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