EAD: The Architecture of the Customer Experience, Part 2

by Vince Kellen

In my previous Advisor ("The Architecture of the Customer Experience, Part 1," 2 January 2008), I produced the beginnings of an ontology that is useful for thinking about how customers interact with firms. The framework we use at DePaul University for prioritizing IT investments in customer experiences we call "Experience Analysis and Design," or EAD for short. We believe this framework is useful for thinking about how to link IT investments with winning and keeping customers.

Password Protected Cutter Consortium clients, please log in:


This document is available to Cutter Consortium Resource Center clients only. Retrieve password.
If you would like further information about how to become a client, please contact us at +1 781 648 8700 or sales@cutter.com.
EAD: The Architecture of the Customer Experience, Part 2Wed Jan 23 08:30:57 CDT 2008