Save or Share this Report

For Customer Experience Professionals

Want A Healthy Customer Experience Ecosystem? Free Your Workers

Why Simplified Access To Information Is Essential For An Adaptive Customer-Centered Enterprise

May 23, 2014

Primary author headshot


Why Read This Report

A customer experience ecosystem is the product of interactions between a business' employees, partners, and customers. An emerging class of information worker -- employees who use a computer at least one hour per day -- regularly interacts with all of these groups in the course of delivering good customer experiences. The freedom these employees require to effectively and efficiently access information, move as necessary to address business needs, and interact with different members of the ecosystem heralds a new era of technology and information management. This report describes the habits of this new breed and describes the role customer experience (CX) professionals play in enabling these behaviors.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

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.

Purchase Report

This report is available for individual purchase ($499 USD).


Table of Contents

  • Bridging A CX Ecosystem Is Hindered By Today's Business Realities
  • A Healthy Ecosystem Requires The Freedom To Adapt
  • recommendations

  • Work With CIOs To Empower Ecosytem Engineers
  • Supplemental Material

Recommended Research