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For Customer Experience Professionals

Reinvent Customer Experience

January 16, 2015

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This is the Road Map report in The Customer Experience Ecosystem Playbook For 2016.

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Why Read This Report

A whopping 80% of customer experience (CX) professionals say that their firms' goal is to be a CX leader in their industry or across all industries. Despite that aspiration, only 11% 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. To attain their firms' goals of becoming customer experience leaders, CX professionals need to 1) understand the current state of their customer experience ecosystem; 2) envision the future experience; and 3) align activities. 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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