This talk explores how organizations can bridge the gap between customer-centric ambition and sustainable transformation by tightly integrating Customer Experience (CX) and Enterprise Architecture (EA). Attendees will discover how service blueprinting serves as a strategic roadmap aligning vision with organizational reality, while Journey Ops (CJOps) establishes a continuous operational model for managing and improving customer journeys across silos. The presentation highlights the pivotal role of a well-chosen CX tech stack in enabling scalable excellence and shows how enterprise architecture acts as the key enabler for broad, cross-functional change—connecting experience design to the people, processes, and platforms that deliver it. The central message: map what matters, operate journeys in real time, choose technology that serves your strategy, and use EA to break through barriers and achieve true transformation. The session concludes with practical steps for starting this integration journey within any organization.
Marion Boberg is a CX strategist and experience design consultant with over a decade of experience helping organisations drive customer-centric transformation. At Orange Business, she leads CX consulting and offer strategy, focusing on journey orchestration, data-driven operations, and aligning customer experience with business outcomes. Marion’s work bridges strategy, design, and technology—guiding companies to scale CX through governance, shared language, and measurable impact. She regularly speaks on journey frameworks, operationalization, and cross-functional collaboration.
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