Format du dépôt |
Notice |
Type de dépôt |
Chapitre d'ouvrage |
Titre |
en
Does enterprise architecture support Customer Experience Improvement? Towards a conceptualization in digital transformation context
|
Résumé |
en
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.
|
Auteur(s)
|
Mouaad Hafsi
1, 2
, Saïd Assar
1, 2
1
IMT-BS - TIM -
Département Technologies, Information & Management
( 566965 )
- 9, rue Charles Fourier - 91011 Evry Cedex
- France
-
Institut Mines-Télécom [Paris] ( 302102 )
;
-
Institut Mines-Télécom Business School ( 542824 )
;
-
Institut Mines-Télécom [Paris] ( 302102 )
2
LITEM -
Laboratoire en Innovation, Technologies, Economie et Management (EA 7363)
( 1042294 )
- 9 rue Charles Fourier, 91011 Evry Cedex
- France
-
Université d'Évry-Val-d'Essonne EA 7363 ( 300306 )
;
-
Université Paris-Saclay ( 419361 )
;
-
Institut Mines-Télécom Business School ( 542824 )
;
-
Institut Mines-Télécom [Paris] ( 302102 )
|
Langue du document |
Anglais
|
Source |
Enterprise, Business-Process and Information Systems Modeling
|
Vulgarisation |
Non
|
Comité de lecture |
Oui
|
Invité |
Non
|
Audience |
Internationale
|
Actes |
Oui
|
Date de publication |
2020-05-29
|
Page/Identifiant |
411-427
|
Titre du congrès |
International Conference on Evaluation and Modeling Methods for Systems Analysis and Development (EMMSAD)
|
Date début congrès |
2020-06-08
|
Date fin congrès |
2020-06-09
|
Ville |
Grenoble
|
Pays |
France
|
Titre de l'ouvrage |
Enterprise, Business-Process and Information Systems Modeling, 21st International Conference, BPMDS 2020, 25th International Conference, EMMSAD 2020, Held at CAiSE 2020, Grenoble, France, June 8–9, 2020, Lecture Notes in Business Information Processing, vol 387, Proceedings
|
ISBN |
978-3-030-49417-9
|
Titre de la collection |
Lecture Notes in Business Information Processing
|
Volume |
387
|
Lieu de publication |
Cham
|
Domaine(s) |
-
Informatique [cs]/Réseaux sociaux et d'information [cs.SI]
-
Informatique [cs]/Ordinateur et société [cs.CY]
-
Sciences de l'Homme et Société/Gestion et management
-
Informatique [cs]/Génie logiciel [cs.SE]
|
Éditeur commercial |
|
Éditeur scientifique |
-
Selmin NurcanIris
-
Reinhartz-Berger
-
Pnina Soffer
-
Jelena Zdravkovic
|
Collaboration/Projet |
|
Mots-clés |
en
Digital transformation, Customer Experience Improvement, Enterprise Architecture Management, Enterprise Models, ArchiMate
|
DOI |
10.1007/978-3-030-49418-6_28 |