Customer and employee experience is the axis of business strategy for brands seeking to build loyal followers and advocates in an increasingly fragmented and volatile marketplace. Technology is providing the means to disrupt markets with new, customer-centred propositions, and it’s also on a trajectory to humanise brands by delivering more natural, organic, immersive and therefore desirable experiences. Those who intend to lead in this new era also need a design-driven Experience Architecture.

FromHereOn and CAUDIT have released two industry standard enterprise architecture reference models to support strategic business and technology planning across the university sector.

When we discuss business issues with the C-suite, we often find they are concerned with a disconnect between strategy and execution. This loss of coherency boils down to a single problem: poor communication. Not just verbal communication but inconsistency in how different parts of the organisation describe issues and relationships within and beyond their business domains and accountabilities.