Proposal of a visual impact analysis approach based on enterprise modeling: case of customer experience projects in the banking sector

Mouaad Hafsi () and Saïd Assar ()
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Mouaad Hafsi: HepTa Advisory Labs
Saïd Assar: IMT-BS - TIM - Département Technologies, Information & Management - TEM - Télécom Ecole de Management - IMT - Institut Mines-Télécom [Paris] - IMT-BS - Institut Mines-Télécom Business School - IMT - Institut Mines-Télécom [Paris], LITEM - Laboratoire en Innovation, Technologies, Economie et Management (EA 7363) - UEVE - Université d'Évry-Val-d'Essonne - Université Paris-Saclay - IMT-BS - Institut Mines-Télécom Business School - IMT - Institut Mines-Télécom [Paris]

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Abstract: Customer experience is often presented as a competitive battlefield; however, it is defined so broadly, so holistically that companies find it challenging to implement and to analyze its impact on increasingly complex information systems. In this perspective, we present a support approach for digital transformation projects around the customer experience, using a visual impact analysis based on enterprise modeling. We illustrate the use of this model in a real banking environment.

Keywords: Digital transformation; Customer experience; Enterprise Architecture; Enterprise modeling; Impact analysis (search for similar items in EconPapers)
Date: 2021-11-25
New Economics Papers: this item is included in nep-ppm
Note: View the original document on HAL open archive server: https://hal.science/hal-03549686v1
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Published in EM4DT workshop: 1st workshop on Enterprise Modeling for the Digital Transformation, Nov 2021, Riga (online workshop), Latvia. pp.27-41

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