CEM Reference Architecture & Applications in Open Digital Architecture v1.0.0 (IG1240)

This document describes how the open digital architecture (ODA), is enriched when ODA is applied in describing the reference architecture for the customer experience management (CEM).  The reference CEM architecture identifies the high level functionalities.  Customer experience management is handled in two newly identified domains, namely, the vertical “customer experience” domain and the horizontal “experience” domain. The document provide some examples of how the vertical customer experience domain interacts with the other horizontal functional domains.