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For Customer Experience Professionals

Drive Differentiation With Your Ecosystem

Executive Overview: The Customer Experience Ecosystem Playbook

January 13, 2017


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This is the Executive Overview in The Customer Experience Ecosystem Playbook For 2018.

Why Read This Playbook

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, Delta Air Lines, and Salesforce are already crafting superior ecosystems that help customers achieve their big-picture goals. Orchestrate improved customer experience ecosystems to drive increased customer value and create meaningful competitive advantage in today's dynamic marketplace. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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