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

Author

Listed:
  • Mouaad Hafsi

    (HepTa Advisory Labs)

  • Saïd Assar

    (IMT-BS - TIM - Département Technologies, Information & 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])

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.

Suggested Citation

  • Mouaad Hafsi & Saïd Assar, 2021. "Proposal of a visual impact analysis approach based on enterprise modeling: case of customer experience projects in the banking sector," Post-Print hal-03549686, HAL.
    • Handle: RePEc:hal:journl:hal-03549686
    Note: View the original document on HAL open archive server: https://hal.science/hal-03549686
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    References listed on IDEAS

    as
    1. Mouaad Hafsi & Saïd Assar, 2019. "Does enterprise architecture support the digital transformation endeavors ? Questioning the old concepts in light of new findings," Post-Print hal-02386287, HAL.
    2. Matt, C. & Hess, Thomas & Benlian, Alexander, 2015. "Digital Transformation Strategies," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 75002, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    3. Christian Matt & Thomas Hess & Alexander Benlian, 2015. "Digital Transformation Strategies," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 57(5), pages 339-343, October.
    4. Matt, C. & Hess, Thomas & Benlian, Alexander, 2015. "Digital Transformation Strategies," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 75202, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    5. Xiaoxia Duan & Hepu Deng & Brian Corbitt, 2012. "Evaluating the critical determinants for adopting e‐market in Australian small‐and‐medium sized enterprises," Management Research Review, Emerald Group Publishing Limited, vol. 35(3/4), pages 289-308, March.
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    Keywords

    Digital transformation; Customer experience; Enterprise Architecture; Enterprise modeling; Impact analysis;
    All these keywords.

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