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Blog - Stuart Macgregor

Customer Engagement Model under Attack

Customer Engagement Model under Attack
Thursday, 19 May, 2016 - 08:16 - Stuart Macgregor
Attackers from other industries are certainly threatening to invade the hallowed turf once reserved exclusively for banks, insurers, investment and trading providers, and others. For incumbents, this presents a worrying reality: newer and more agile attackers won’t have the internal cost structural issues, the legacy infrastructure and higher head-counts...


EA Approach to Customer Experience Design

EA Approach to Customer Experience Design
Sunday, 8 May, 2016 - 10:12 - Stuart Macgregor
It’s only by developing the right architectures, processes, and systems that the organisation’s customer experience vision can find solid footing. By taking an Enterprise Architecture (EA) approach to experience design, the vision becomes a defined set of behaviours, incentives, and operational processes.


Business Architecture: Key to Financial Services Transformation

Business Architecture: Key to Financial Services Transformation
Wednesday, 4 May, 2016 - 08:55 - Stuart Macgregor
The financial services industry is undergoing massive change. To achieve practical, sustainable transformation, financial services firms must turn their attention to their business architecture. For financial services companies to achieve transformation and digitisation, addressing the architectural foundations is the starting point.


Collaboration: key to EA success

Avoiding the perils on the way to successful Enterprise Architecture
Tuesday, 1 December, 2015 - 16:04 - Stuart Macgregor
In this, the third article in our series on avoiding the common pitfalls in EA implementations, we explore some of the often-termed “softer issues” relating to EA: collaboration and change leadership. An organisation’s EA practice can trip itself up by not ensuring its activities are embedded within a comprehensive change leadership and communications strategy.


Strategy for EA Success

Thursday, 22 October, 2015 - 08:46 - Stuart Macgregor
Our first post in this series introduced some of the most common reasons for the failure of EA practices. Now, we turn our attention to another consideration - that of strategy. This strategy needs to emanate from the correct starting point: where thorough stakeholder analyses and capability assessments produce a set of guiding principles that are business-appropriate.


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Customer Experience and Transformation in Financial Services


In this series, we’ll apply an Enterprise Architecture lens to McKinsey’s ‘10 timeless tests’ from its ‘Banking on customer centricity’ white paper’ – a litmus test for an organisation’s customer experience qualities.

Kotter's eight-stage journey


A series of articles that looks at John Kotter's eight stages of change management, and explores his timeless blueprint for effective change leadership. These change management principles can gel with an enterprise architecture (EA) roadmap to achieve business transformation.

Avoiding Perils to EA


In this series we examine the most common reasons that Enterprise Architecture fails, and provide practical guidance on how to avoid these pitfalls. We look at the Chief Architect and the core EA team; the organisational positioning of the EA function; the concept of ‘Ivory Towers’; EA’s vision, strategy and direction; executive sponsorship; collaboration; and finally the areas of EA tools, processes and content.