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What is CX architecture and why is it important?

August 10, 2015
cx-architecture-hangout

Customer Experience Hangout Series | What is customer experience architecture?

We are glad to bring for you the 2nd part of the CX (customer experience) hangout series and here’s a quick summary of what it covers.

Improving customer experiences using technology is where everyone’s focus is today. The technology usually works quite well. The customer experience designs are usually clear. When you add one more ingredient, a clear business design, these kinds of projects can go extremely well.

What are we going to cover?

In today’s podcast, M. Ali Nasim and Mike Wittenstein  will explore how to coordinate and optimize three different disciplines (technology, business, and customer experience design) and their ways of thinking. Ali will explain how important it is to have a solid customer experience architecture and what that really means. Mike will explain how roadmaps identify everything you need to know about your customer. Both Ali and Mike will emphasize the importance of capabilities as part of a more powerful and useful business design.

When you get three different departments speaking three different languages on the same page, there’s practically nothing you can’t accomplish!

We would love to hear your feedback on the hangout and also some of the challenges that you’re facing on your CX initiatives with strategy, design and technology and most importantly in trying to connect the dots to make all of them work together with a ‘customer-first’ approach. If you would like to join this discussion, feel free to set up a time:


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About Mike Wittenstein

Mike has been helping companies solve problems for over 20 years starting with the customers’ experience. His work in customer experience design and service design has taken him to more than 25 countries and impacted over 400 companies–with over $1.5 billion in measurable results. Working with companies like IBM, founding his own company and consulting with organizations of all sizes around the world, he has nearly perfected the art of great customer experience design.

Mike works at the intersection of CX (customer experience) and tech. He helps leadership teams around the world navigate big changes around their brands, experiences, services, and business models. Where most companies take a “balance sheet” approach to problem resolution, it is the human element that ultimately moves the needle. Mike helps his clients tune their customer touch points so that they resonate with customers and employees, while making the business more efficient, profitable, and comfortable to work in at the same time. He knows how to present ideas so that marketing/branding, operations, finance, and technology can get–and stay–on the same page.

In addition to speaking, Mike is a practicing consultant counting more than 300 presentations and workshops delivered around the world. Extensive study and work abroad has made him especially gifted at customizing topics, explanations, and stories to be culturally relevant for his clients and audiences.

Mike makes his home now in Atlanta where his company, Storyminers, is headquartered.

Get more information at http://www.mikewittenstein.com/


About M. Ali Nasim

Ali has around 14 years of experience, spanning areas of strategic technology management, product and business development for the US, UK, Middle East and South Asia across telecom, hospitality, healthcare and other verticals.

At Ephlux, Ali is currently focused on CX (Customer Experience) platforms and consulting, SOA, enterprise mobility, digital marketing and integration of ERPs, CRMs and EMRs with customer-centric mobile, social, e-commerce, in-venue and other digital touch-points.

Ali and his company Ephlux has worked on customer experience, integration and mobility projects for large enterprises and start-ups alike, including PHILIPS, Disney, Gibson Guitars, Johnson & Johnson, IKEA and many more.

Ali can be reached out on his twitter handle @m_ali_nasim and on his email at ali.nasim@ephlux.com


Ephlux | Oracle | Customer Experience

Learn how Ephlux and Oracle are together helping enterprises provide engaging customer experiences at all touchpoints, expand customer base, reduce churn, and monetize customer relationships—increasing customer spend and brand’s customer-centricity.