How To Map Your Customer Experience Ecosystem

January 5th, 2015

Rick Parrish Vice President, Research Director

With contributors:

Harley Manning , Corey Stearns

Summary

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 how their CX ecosystems function. To do this, Forrester recommends a process called ecosystem mapping that can systematically assess and document an ecosystem's hidden dynamics and help plan future improvements. This report answers customer experience professionals' most common questions about this powerful tool. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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