WHY READ THIS PLAYBOOK
Customer experience competition is getting fiercer. To deliver truly standout experiences, companies must align a complex interdependent ecosystem of customers, employees, partners, and operating environments. Forrester calls this the "customer experience ecosystem." Customer experience professionals in firms like Apple, Salesforce, and Delta Air Lines are already crafting superior ecosystems that help customers achieve their big-picture goals. When other customer experience professionals orchestrate improved customer experience ecosystems, they'll drive increased customer value and create meaningful competitive advantage in today's dynamic marketplace.