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 ...
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Align activities to business value.
With mobile, social, and other technologies shifting power directly to the consumer, setting a clear strategic course has never been more challenging for customer experience professionals. Learn how Forrester Consulting can help.