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Business Architecture and the Customer Experience: A Comprehensive Approach for Turning Customer Needs into Action

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In late October, the Business Architecture Guild released a cornerstone white paper entitled, “Business Architecture and the Customer Experience: A Comprehensive Approach for Turning Customer Needs into Action.” This significant work — co-authored by Whynde Kuehn, S2E Consulting Founder and other influential thought leaders at the Guild — establishes the relationship between two of the most important disciplines necessary for enterprise transformation: customer experience (CX) and business architecture.

This seminal, authoritative work demonstrates foundational concepts, and creates an explicit link between customer experience and business architecture, which both derive mutual value when acting in concert. This Guild white paper will be followed by additional works that will explore the topic in more detail, leading to CX and business architecture teams working closer together to meet the ongoing needs of their customers while driving organizational efficiencies.

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