EAD: The Architecture of the Customer Experience, Part 4

by Vince Kellen

In this Advisor, I pick up on our conversation on the "Experience Analysis and Design" (EAD) methodology (see "EAD: The Architecture of the Customer Experience, Part 1," 2 January 2008, "EAD: The Architecture of the Customer Experience, Part 2," 23 January 2008, and "EAD: The Architecture of the Customer Experience, Part 3," 20 February 2008). Last time, I discussed the term "offering" and reviewed some of the problems customers and employees have in understanding or delivering on the various attributes of the offering. Companies frequently deploy IT solutions to address these problems. The EAD methodology is designed to more precisely identify these gaps, find ways to measure these gaps, and then, most important, link the IT investment more clearly to closing these gaps.

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EAD: The Architecture of the Customer Experience, Part 42 April 2008