How the architect looks at Customer Experience (video)
The development of LiveCycle ES as a service oriented platform, essentially what the industry calls an Enterprise Service Bus (ESB), enabled data to be aggregated from various sources and gave enterprises the ability to access data and orchestrate data and services into processes, both short and long lived. The acquisition of Omniture gave Adobe the leading web analytics suite. The acquisition of Day Software completed the technology for delivering CX and integrating social media channels however the integration of these technologies will really shine in the next evolution of the LiveCycle ES platform. Additionally, the acquisition of Demdex provides the next evolution of our enterprise platform with the ability to enable clients to aggregate and manage their strategic data assets as well as make data actionable in a broad range of third-party advertising technologies. Even the latest beta release of Flash Player 10.3 is rife with new media measurement features that allow deeper access of analytics data.
The mainstream press seems to have missed the agile Adobe acquisitions in terms of where the company is heading and what it will be able to deliver to enterprise customers in years to come. Some analysts like RedMonk, Forrester and, Gartner seemed to have taken notice though. We’ve quietly built ourselves into a superpower in terms of being able to deliver CX to our customers.
To sum this up, architects MUST consider the view of overall customer experience over the lifetime of the relationship between their enterprise and the customers. The alpha architects will need to consider how to successfully integrate RIA data with back end systems and distributed web data, sometimes in the form of a trail of digital breadcrumbs. When they consider the many aspects and challenges of this view of architecture, it will become apparent who has positioned themselves as the leader.
Enjoy the video!
Original article at http://technoracle.blogspot.com/2011/03/how-architect-looks-at-customer.html.
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