Why Read This
Customer interactions are shaped by a complex set of interdependencies that Forrester calls the customer experience ecosystem. In order to make significant and long-lasting customer experience improvements, companies first need to fully understand the interdependencies within their own ecosystem. To do this, Forrester recommends a process called ecosystem mapping that can systematically assess and document the ecosystem's hidden dynamics and help plan future improvements. This report answers customer experience professionals' most common questions about this new tool. It is an update to "Executive Q&A: Customer Experience Ecosystem Mapping" originally published on August 15, 2011.