The customer experience (CX) design and business architecture (BA) teams receive mutual benefit from working with each other. There can and should be a direct relationship (or “cross-mapping”) made between the artifacts produced by the CX design and BA teams. One of the most common and beneficial approaches is to cross-map customer journeys (at the phase level) to value streams and capabilities.
Advisor
Cross-Mapping CX Design and Business Architecture
By Whynde Kuehn
Posted October 25, 2017 | | Amplify
About The Author
Whynde Kuehn is a Cutter Expert, a member of Arthur D. Little’s AMP open consulting network, and Managing Director of S2E Transformation Inc. She is also a Fellow at the Institute for Digital Transformation and author of the book Strategy to Reality. Ms. Kuehn is passionate about bridging the gap between strategy and execution. She has extensive experience in enterprise transformation and planning and was a key player in one of the largest… Read More
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