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.
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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
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