Customer-centric Enterprise Architecture

February 16, 2016 (Gauteng): Leriba Hotel and Spa, Pretoria

Event name: South African Enterprise Architecture Conference – Customer-centric Enterprise Architecture
Hosted by: IITPSA, BOC, Knotion Consulting

The age of the customer has arrived where customer choice has become the main differentiator between companies. No longer can businesses depend on conventional powers to attract customers who nowadays demand meaning, design … a story. The basis to any Enterprise Architecture plan should be the customer, and Enterprise Architecture cannot continue to be done in the same way it used to be done. Consequently new challenges are facing Enterprise Architects, as stakeholders do not always understand the work of Enterprise Architecture, or if they have had previous experiences which did not live up to their expectations.

How do we meet these new exciting times?
How do we put the customer at the centre of our design decisions?

Our speakers will cover best practices and considerations in customer experience design and present a framework for customer experience management. Experienced Architects will look at how to design an Enterprise Architecture that tells a story and also share ideas and experiences on how to engage stakeholders in new, non-traditional ways, and build credibility for the EA vision. A Market Development Manager at BOC Group in Austria will discuss the importance of the effect of external forces and how to deal with them in business design plans.

All this and more in this jam-packed full day event with six experienced speakers from different environments

Event date: 16 February 2016
Venue: Leriba Lodge, 245 End St, Centurion, 0157, 012 660 3300, www.leriba.co.za

Pricing (VAT Incl.): R 880 IITPSA Members  /   R 990 Non-members

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Please click here to access form to complete and register:

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Speakers:

Liezl Du Plessis

Bio:

Liezl is an industrial engineer by profession with a passion for business optimisation and customer experience. In her career she has worked on various projects doing business architecture, reengineering, operating model design, organisational design, change management and business intelligence work. She has lead various customer experience journey mapping and optimisation initiatives. Her work experience includes 8 years at a large mobile telecommunications company where she worked in various roles including business architect, enterprise analyst and senior manager. She has recently completed her Master’s Degree in Industrial Engineering at the University of Pretoria, where she developed a framework for implementing a Customer Experience Management capability in enterprises. She joined in Knotion Consulting in 2015 as a Business Architect to pursue her passion in customer experience management consulting.

Topic:

Designing the Customer Experience

We have entered the age of the customer! Traditional strengths and information mastery have started to dissolve as competitive boundaries, and customer choice is becoming the main differentiator between companies. Customers are and should be any company’s greatest asset and the starting point to any Enterprise Architecture design. This session will be a discussion on best practices and considerations in customer experience design, as well as presenting a framework for customer experience management. A short case study on CE design will be presented as part of the discussion.

Marius Snel

Bio:

Marius Snel is a director at Knotion Consulting and has been involved with the IT industry for nearly 20 years. He has a M.Sc. degree in Computer Science and is a member of the Institute of Information Technology Professionals South Africa (IITPSA).

Marius started his career at Infomet, followed by IBM, and Nedbank where he played a key-role in the realisation of some of the strategic architecture initiatives.

Currently Marius consults to Government and Financial Service organisations, helping them to gain value through the creation and implementation of strategic initiatives using Enterprise Architecture and TOGAF, as well as linking their EA initiatives to various SOA implementations. One of his most recent accomplishments was the development of a Rwanda Government Enterprise Architecture (RGEA) framework for the whole of the Rwanda Government.

Furthermore he is an accomplished presenter and trainer and successfully presents TOGAF 9 and ArchiMate to various clients. Marius is driven to bring about fundamental improvement in business service delivery through the realization of Enterprise Architecture by relating to people, making a difference in their lives and taking them on a journey.

Topic:

A whole new mind for EA – We cannot continue doing Enterprise Architecture the same way in the age of the customer. Our customers and EA stakeholders live in an age where they want design, a story and meaning. Enterprise Architecture is the underlying design for the customer experience that we have designed. During this talk we will look at ways to make sure that your Enterprise Architecture tells a story to executives and can be seen as a symphony – something that an executive would want to sell rather than just the lead Enterprise Architect.

Ing. Enrique Lobo Cruz

Bio:

Enrique Lobo Cruz is Market Development Manager at BOC Group and is responsible for the expansion of BOC’s BPM and EA solutions and services, namely ADONIS and ADOit, in the Latin American and English-speaking markets. His background in Industrial and Systems Engineering coupled with his experience leading Enterprise Architecture and BPM projects at Fortune 500 companies have allowed him to gain valuable insights into Business Architecture and the symbiosis between BPM and EA.

Topic:

Enterprise Architecture as a game changer: dream or reality?

As organizations look to redefine themselves and grow into more innovative business models, EA and BPM are bound to be the basis for successful business design.

The presentation will cover:

• Business design as an enabler of innovation and EA and BPM as the medium.
• The importance of understanding the impact of external forces. Your business design plans.
• How to put the customer at the centre of your design decisions.

 

Dr Hanlie Smuts

Bio:

Hanlie started her career in the ICT sector when she joined NASPERS before moving to MNET and Multichoice. With the acquisition of the licence, she joined MTN at start-up and held different roles in the organisation varying from heading up the programme office consisting of business analysis, project management, data analysis and training. Progressing to head of customer experience and at the forefront of the impact of the digital world, she proceeded into heading up the product and digital team at MTN SA reporting to the CMO.

With a passion for business transformation, people and behavioural change management, she focuses on business performance improvement and operating model optimisation. The outcomes of this role aim to deliver consistent, customer relevance across all digital touch points, including social media, to empower customers through convenient and effective self-service, to drive growth through personalised digital offerings and to strengthen brand association between MTN and digital services. Through a deeper understanding of the digital ecosystem, she champions the transformation of the traditional telco model and the need for collaboration in order to see the growth of network traffic and increased revenues.

Topic:

Design is not just what it looks like and feels like, design is how it works

In this case study presentation Hanlie will consider this comment and share aspects of user experience design in the context of products across multiple countries and architectures. She will share key insights, key considerations, lessons learnt and a conceptual architecture for user experience design that was applied to solve this issue for a unique product developed for the African environment.

James Thomas

Bio:

James Thomas, Lead Enterprise Architect, South African Reserve Bank

James has a wealth of experience in the Information Technology field and is an accomplished presenter and lecturer. Having fulfilled multiple roles both in business and IT functions, as service provider, vendor or client over the years, James has always aspired to remain abreast of the latest developments in a number of fields – primary area currently being Enterprise Architecture. James has an open minded and objective approach, while seeking to find tangible value in applying and developing Enterprise Architecture. Having recently switched roles yet again from service provider to client affords him an opportunity to reflect on both sides of the coin and determine where the real value lies. James holds multiple industry diplomas and certifications in Business and Project Management, Security and Enterprise Architecture

Topic:

Communicating the EA vision successfully: Lessons from SARB

Getting the necessary buy-in and support from business for the EA vision and subsequent EA engagements often prove to be a significant challenge. This is especially true when stakeholders do not understand the work of Enterprise Architecture and previous experiences have not necessarily lived up to the promises made. In this session we will explore some ideas and experiences in engaging business and IT stakeholders in non-traditional ways. We’ll also look at examples of how to build the necessary credibility and receive support from business and IT so that they become the “owners” and “marketers” of the EA vision.

Arash Mostashari

Topic:

Case Study: How to apply Customer-centric IT Service Management to kick-off an Enterprise Architecture Program

Bio:

Arash Mostashari is Market Development Manager Global and Management Consultant at BOC Group. In his role as Market Development Manager, he is responsible for the expansion of BOC’s EA and BPM solutions (ADOit and ADONIS) and services on a global scale with a major focus on United Kingdom and Ireland, USA and Canada. He works closely with BOC’s board of directors giving advice on marketing and sales strategy and execution, and partner relations, and contributing to the business and product strategy.

Arash engages with senior management and enterprise architects with a focus on architecture strategy and execution. As management consultant, he operates across a number of sectors including financial services, insurance, broadcasting and banking. His experience in leading projects in the EA and ITSM area at Fortune 500 companies has allowed him to gain valuable insight into the enterprise architecture practice across various industries.

For more information:

Visit Arash on LinkedIn: https://uk.linkedin.com/in/arashmostashari

Follow Arash on Twitter: @Arash_BOC