Gartner Research

How Architecting for Next-Generation Experiences Helps to Deliver Customer and Business Outcomes

Published: 04 December 2018

ID: G00368598

Analyst(s): James McGovern , Marty Resnick


Next-generation experiences, such as those provided by chatbots, voice and augmented reality, are opportunities for digital disruption. Enterprise architecture and technology innovation leaders must help their organizations link these experiences to clear business outcomes.

Table Of Contents
  • Key Challenges



  • Adopt a Business-Outcome-Driven EA Approach by Evaluating Next-Generation Interactions
  • Identify Customer Outcomes and High-Value Use Cases
  • Maximize Business and Customer Outcomes by Identifying the Impact of Next-Generation Experiences

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