Aggregated enterprise architecture wisdom
It could be only in my bubble, but my ears now ache from louder and louder service improvement talk. Ever better ways to map customer journeys, to analyse touch-points, and to improve user experience. I get it. It’s all good, or at least the intention is. But I can’t help thinking how much it resembles […]
I attended AdExchanger’s semi-annual Programmatic I/O conference last week to absorb the latest in industry talk and get a pulse check on the health and wellness of the programmatic ecosystem. This show was illuminating in that I found signs of both en…
Around 40% of, UK department store, John Lewis’ annual profits are earned in the six-week run up to December 25. But they are certainly not the only retailer to depend a great deal on holiday spending. For European retailers to take full advantage of the holiday sales surge they must prepare their systems, processes and […]
Why is journey analytics such a hot topic? Because it can help firms move the needle on customer obsession. That’s why after months of research — including in-depth briefings, demos, and customer references — we’re excited to announce the release of not one but two Forrester Wave’s focused on customer journey analytics platforms! Customer journey […]
In last week’s episode of Forrester’s What It Means podcast, Senior Analyst Tom Champion explains why rebuilding trust with customers is not about brand hygiene but about growth, as more and more consumers show cynicism and skepticism towards brands and convert those feelings to actions. Podcast transcript Victor Milligan: Hi, I’m Victor Milligan. Jennifer Isabella: […]
Infrastructure and operations (I&O) leaders have traditionally targeted and implemented automation technologies to cut costs. But the new automation opportunity in the age of the customer is engagement: deploying technologies that will help customers receive better service automatically or better serve themselves. Working with marketing and business leaders, technologists are playing a critical and growing […]
If the key role of enterprise-architecture is that things work better when they work together, on purpose, how do we make that happen? And what happens when they don’t? (What follows here references various Tweets to, about and from the Australian…
In what ways does what we do within the enterprise require a different perspective on the enterprise itself? In what ways does our maturity-level – our skills, competence and experience – affect what we can and should do within the…
I did what so many people have done before me, I went on a trip to find a master ski smith. Stopped in my tracks for a moment to reflect on my journey. It was a long journey with many fine moments, I knew I would not remember them all after a while. I decided I needed […]
If we provide a service that is a monopoly or natural-monopoly, how should we relate with those who use our services? What’s the most appropriate metaphor to use, to guide our decision-making? I’ve been thinking hard about this for quite…