EA Insights Enable Competitive Advantage
The final McKinsey “timeless tests” looks at how to anchor customer centricity within the organisation, and align governance approaches and staff incentives to fit with the new customer service ethos.From an Enterprise Architecture perspective, this is reflected in the maturity from ‘EA execution’ to ‘EA leadership’. The concluding article in our series on change management in EA highlights the...
Unleashing Digital Transformation through EA
My previous article examined the customer journey as key to understanding customer needs. This, however, means nothing if the organisation cannot be sustained.When considering the financial services enterprise of the future, it’s not enough to simply aim for excellent customer service. Unless this generates higher levels of profitability, better customer retention or improved customer acquisition...
Making Sense of the Customer Journey
To survive the onslaught from advancing attackers to the financial services industry, we advocate ‘outside-in thinking’ – working backwards from the customer frontline (designing the experiences that customers will love) – and then plotting the internal processes that support the customer experience vision.This systems-thinking approach uncovers the optimal roles and relationships within the...
The Power of the Modern Customer
In my previous article I listed the disruptive forces threatening financial services.This is not simply about technological advancement. The harsh reality is that financial companies have fallen out of touch with customer needs. These disruptors have arrived to serve an unmet need."The harsh reality is that financial companies have fallen out of touch with customer needs. These disruptors have...
Customer Engagement Model under Attack
In my previous article, I discussed the need for enterprise architecture building blocks as the basis for creating and delivering outstanding customer service. We will now turn to the disruptive forces that plague the financial services industry.In its paper 'Disrupting beliefs: a new approach to business-model innovation' McKinsey's starting point is that "every industry is built around long-...
EA Approach to Customer Experience Design
In my first article in this series we introduced the need for an architectural approach and foundation to digitisation, transformation and the delivery of exceptional customer experience within the financial services industry. We will now take a closer look at how to set the vision and shape the strategic direction such that customers want to use your products and services, and employees feel...
Business Architecture: Key to Financial Services Transformation
The financial services industry is undergoing massive change.Around the world, organisations offering banking, lending, insurance, trading, and payments services are realising that customer-centric, design-led approaches can revolutionise the way that financial services are delivered to a new generation of consumers.But to achieve practical, sustainable transformation, financial services firms...
