Gartner Research

Seven Best Practices Help EA to Support a Customer-Focused Digital Strategy

Published: 22 July 2014

ID: G00261052

Analyst(s): Marcus Blosch , Ed Thompson


Because the customer is at the center of many organizations' digital strategies, enterprise architects must develop a customer perspective and link it to the underlying architecture. Review your firm's digital strategy and its customer experience elements, and identify the desired business outcomes.

Table Of Contents
  • Key Challenges


  • Customer Experience Matters
  • Customer Experience Focuses Digital Innovation


  • Organizations Must Clearly Define the Business Outcomes They Are Seeking
  • Digital Innovation Requires a Team With a Broad Base of Skills That Can Include the Customer
  • Enterprise Architects Who Model the Customer Experience Become More Relevant to Digital Strategy Execution
  • Digital Innovation Impact Analysis Is a Diagnostic Deliverable Used by Enterprise Architects
  • EA Success Requires a Selective Focus on the Customer Initiatives That Can Add Value
  • Many Digital Innovations Come From a Business Ecosystem of Complementary Organizations; Use EA to Help Coordinate the Business Ecosystem

Case Study

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