How To Report

A Step-By-Step Guide To Mapping Your Customer Experience Ecosystem

January 29th, 2016
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
With contributors:
Joana de Quintanilha , Harley Manning , Ben Salamin

Summary

Many customer experience (CX) initiatives flounder because companies don’t understand the complex ecosystems that shape their customer experiences. CX ecosystem maps help overcome this problem because they identify what really influences CX, expose the root causes of problems, and enlighten employees and partners about their influence on CX. This report shows CX pros how to create a comprehensive, actionable ecosystem map; identify the right workshop participants; assess the health of the ecosystem; and validate these findings with other stakeholders to fill gaps and correct inaccuracies.

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