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首页> 外文会议>International Conference on Advanced Information Systems Engineering;International on Business Process Modeling, Development and Support;International Conference on Evaluation and Modeling Methods for Systems Analysis and Development >Does Enterprise Architecture Support Customer Experience Improvement? Towards a Conceptualization in Digital Transformation Context
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Does Enterprise Architecture Support Customer Experience Improvement? Towards a Conceptualization in Digital Transformation Context

机译：企业体系结构是否支持改善客户体验？迈向数字化转型背景下的概念化

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摘要

Customer Experience (CE) is often presented as a competitive battlefield in the new digital context. However, it is defined so broadly, so holistically, that companies find it challenging to improve it through well-defined projects with an impact analysis of the different changes that could be brought about. Enterprise Architecture Management (EAM) is supposed to be a suitable means to support the management of such transformation projects. However, the depth and disruptive nature of these changes raise multiple questions concerning the adequacy of EAM for Customer Experience Improvement (CEI). In current corporate practice, there seems to be no regular application of EAM as a central support service for CEI in the digital context. In this paper, we explore how EAM can support CEI and examine how digitalization transforms the customer experience. We further identify the required information inputs for these transformations. Based on this foundation, we identify content elements that EAM can provide by analyzing EAM meta-models. Comparing the requirements by CEI projects and the supply by EAM shows that EAM, in general, provides valuable inputs for organizational issues and roles but shows weaknesses when it comes to information about trends, contextual and environmental information.
机译：在新的数字环境中，客户体验（CE）通常被视为竞争激烈的战场。但是，它定义的范围如此广泛，如此全面，以至于公司发现通过定义明确的项目并对其可能带来的不同变化进行影响分析来改进它具有挑战性。企业体系结构管理（EAM）应该是支持此类转换项目管理的合适方法。但是，这些变更的深度和破坏性提出了有关EAM是否足以改善客户体验（CEI）的多个问题。在当前的公司实践中，似乎没有将EAM作为数字环境中CEI的中央支持服务的常规应用。在本文中，我们探讨了EAM如何支持CEI，并研究了数字化如何改变客户体验。我们进一步确定这些转换所需的信息输入。在此基础上，我们通过分析EAM元模型来确定EAM可以提供的内容元素。通过比较CEI项目的需求和EAM的供应量，可以看出EAM通常为组织问题和角色提供有价值的输入，但是在涉及趋势，上下文和环境信息方面却显示出弱点。

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