In most industries, customer expectations have greatly escalated — customers want what they want, how they want it, and when they want it — and they will go elsewhere if their needs are not met. Organizations have responded in a variety of ways: digitalizing the way they deliver products and services, shifting from product-centric business models to customer-centric models, and even reorganizing internally to better serve customers. Their leaders and teams are focusing on customer experience (CX) strategy, design, and measurement, and many have formed disciplines related to CX and service design to deliver artifacts such as journey maps, service blueprints, and customer personas.
The emergence of CX design as a key discipline has opened up some questions about how it relates to business architecture.
In this webinar, recorded on October 4, 2018, Cutter Consortium Senior Consultant Whynde Kuehn will reveal how, through the combination of business architecture and CX design, organizations can gain more insight into where and how to align and transform their business models so they can focus on the ongoing needs of their customers while driving organizational efficiencies.
Watch on-demand to discover:
Meet The Expert
Whynde Kuehn
Whynde Kuehn is a Senior Consultant with Cutter Consortium’s Business & Enterprise Architecture practice. She is passionate about bridging the gap between strategy and execution. Ms. Kuehn is a long-time business architecture practitioner, educator, and industry thought leader, who takes a business-focused and results-oriented approach to business architecture. She has extensive experience in enterprise transformation and planning and was a key player in one of the largest business transformations in the world. Ms. Kuehn has a track record of creating successful teams that become embedded into their organizations. She has developed and taught comprehensive, large-scale business architecture training programs via in-person and online formats, both for the public and in-house for clients. Learn more about Whynde.
Consulting, Training & Executive Education
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