How To Map Your Customer Experience Ecosystem
January 5, 2015
Why Read This Report
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.
Already a Client?
Log in to read this document.
Become a Forrester Client
Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
Table of Contents
- Ecosystem Mapping Is Key To Customer Experience Improvements
- Related Research Documents
It's Time To Raise The Bar With Analytics
December 15, 2015 | Brandon Purcell
Brief: Loyalty Programs Unveil Your Most Loyal Customers
November 25, 2015 | Emily Collins
2015 US Small Business Insurance Digital Sales Functionality Benchmark
May 7, 2015 | Ellen Carney