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For Customer Experience Professionals

Tools For Mastering The Customer Experience Ecosystem

April 9, 2013

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  • By Jonathan Browne
  • with Harley Manning,
  • Allison Stone,
  • Carla O'Connor

Why Read This Report

To make meaningful customer experience improvements, organizations need to align their customer experience ecosystems. That requires understanding customers' deep needs, viewing interactions from the customer's perspective, and socializing customer insights. This report of the customer experience ecosystem playbook outlines the tools needed to achieve those objectives. It describes best practices in ethnography, personas, customer journey mapping, and ecosystem mapping and shows how companies apply these tools in support of customer experience management.

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Table of Contents

  • Firms Need Tools To Manage Complex Customer Experience Ecosystems
  • Test Your Readiness To Master The Customer Experience Ecosystem

  • Ecosystem Mastery Will Distinguish Resumes