Is Enterprise Architecture accountable for improving customer experience?

A recent experience with poor customer service has got me thinking about the role of EA in addressing customer experience issues.  One of the last things I was working on, while still in Microsoft IT, was working on an initiative to systematically help improve customer experience.  With that experience fresh in mind, I was dealing…

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Customer 2.0 Strikes

For those folks who don’t normally track the events of the Gamer community, I’d like to share a lesson that every consumer facing business should heed.  Social Media has changed the consumer landscape in an irrevocable way.  This incident demonstrates what happens to companies that don’t understand the new power of the customer. In short,…

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Want the Software Quality Attributes of a service? -- ask the customer!

Nilesh starts blogging, and his first post is of such high quality that I have to rave about it here.  Nilesh Bhide, a trusted colleague of mine and a terrific architect, brings forth a tidbit of information too often overlooked: we can learn a great deal about the expectations, and therefore requirements, for our online services…

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All bloggers are Customer 2.0, but not every Customer 2.0 is a blogger

I’d like to draw a distinction that I should have drawn before.  I had an interesting discussion in e-mail after my previous blog post on EA and Customer 2.0.  I suggested that Kai, our persona for Customer 2.0, learned how to write code and develop mashups in school, but she doesn’t need to use that…

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Focusing on Customer 2.0

There’s been talk, for years now, about concepts like Enterprise 2.0 and Web 2.0.  We are all so enamored with technology, we sometimes forget that it is about the customer.  There is a Customer 2.0 in here, and I’d like to speak to her. Have you met Kai?  Kai is the name that we (the…

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