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For Customer Experience Professionals

Reinvent Customer Experience

Road Map: The Customer Experience Ecosystem Playbook

December 20, 2016

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This is the Road Map report in The Customer Experience Ecosystem Playbook For 2018.

Why Read This Report

A whopping 70% of customer experience (CX) pros say that their firm's goal is to be a CX leader in their industry or across all industries. Despite that, only 1% of companies succeed in delivering an excellent experience — one that would set them apart from competitors. Why? Many firms take a narrow perspective, pigeonholing CX into a particular department or division. They fail to appreciate the larger ecosystem of employees and partners who must work in concert to achieve success. This report shows CX pros how to attain their firms' goals of becoming CX leaders. This is an update to a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • Firms Deliver Value Through A Customer Experience Ecosystem
  • Take Control Of Your CX Ecosystem And Orchestrate Key Activities
  • Recommendations

  • Sustain And Innovate The Experience
  • Supplemental Material
  • Related Research Documents

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