Customers form relationships with companies through a series of interactions with physical products, multiple channels, and intangible services. These interactions depend on a complex, mutually interdependent ecosystem of internal departments, external partners, technology, and processes. To create a consistent and compelling customer experience across the enterprise, Customer Experience Professionals must first understand the complexities of their own ecosystem and then orchestrate a movement to align this ecosystem with the desired customer experience.
- What is a customer experience ecosystem, and why is it important?
- How can you understand your customer experience ecosystem?
- What types of ecosystem issues lead to breakdowns in the customer experience?
- How can Customer Experience Professionals align their organizations to create a healthy ecosystem?