Abstract
While it is quite obvious that firms exist to serve customers, it is not as obvious why the business and IT strategy often does not start or end with the customer.
Executive Report
Experience Analysis and Design (EAD): Breaking Down and Recomposing the Architecture of the Customer Experience
By Vince Kellen
Posted April 30, 2008 | Leadership |
About The Author
Vince Kellen is a Fellow of Cutter Consortium, a member of Arthur D. Little's AMP open consulting network, and a frequent Summit speaker. He is currently CIO at the University of California San Diego (UCSD), a member of UCSD’s Chancellor's Cabinet, and Vice Chancellor and CFO of the UCSD senior management team. Dr. Kellen brings a rare combination of academic, business, and IT strategy experience to his role, with a focus on strategic… Read More
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