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We have not yet upgraded to ARIS 9.8 SR2 and therefore have not "played" with the Customer Journey Map. However we have many object modeled using ArchiMate and wanted to know which ArchiMate object relates to the Touch point Object? Is it the Business Service (Service Type Object)?

by Nicolas Lichtenberger
Posted on Thu, 02/04/2016 - 13:40

Hello Etienne,

While extending our methods with ARIS 9.8 SR2, we created the customer journeys and their journey steps independent from the ARIS method at all. So it is just available in the CXM model types Customer Journey Landscape respectively Customer Journey Map and Customer Touchpoint Allocation Diagram. But the Customer Touchpoint is available in the CXM model types and the known ARIS models.

To your question. The ArchiMate objects don´t include an object that relates to customer touchpoint. But the CXM object type channel is what the ArchiMate knows as business interface. The Channel sets CXM and ArchiMate into  relation. Beyond that all other object types such as KPIs, Owner, risks initiatives and so on should be reusable in the ArchiMate models.

Best regards

Nicolas Pillong



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